Regional CX Lead, Wireless Experience & Loyalty

Pacer Group; Columbus (OH); On-site; USD 49,000 - 70,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Job summary

Pacer Group in Columbus, OH seeks a Customer Experience Lead to serve as the regional SPOC between business stakeholders and wireless delivery teams. You will translate CX analytics, surveys and personas into actionable requirements to improve service perception and performance, driving regional loyalty.

The role coordinates across engineering, operations and vendors, leads incident communications, and champions continuous service improvements to boost user satisfaction.

Qualifications

• Must serve as regional SPOC and coordinate cross-functional teams.
• Must leverage CX analytics, user surveys, and personas to inform requirements.

Responsibilities

• Act as regional SPOC for wireless matters and governance meetings.
• Lead end-to-end problem management and drive continuous service improvements.
• Analyze surveys, personas, and telemetry to measure wireless experience and loyalty.
• Own regional escalations and manage incident communications for rapid resolution.
• Coordinate across engineering, operations, and vendor teams to progress regional requests.

Skills

Regional SPOC management

CX analytics & surveys

Job description

Pacer Group in Columbus, OH seeks a Customer Experience Lead to serve as the regional SPOC between business stakeholders and wireless delivery teams. You will translate CX analytics, surveys and personas into actionable requirements to improve service perception and performance, driving regional loyalty.

The role coordinates across engineering, operations and vendors, leads incident communications, and champions continuous service improvements to boost user satisfaction.