IT Customer Experience Analyst, Motorola Solutions

Customer Experience Analyst (Schaumburg, IL Hybrid)

Salary not provided

+ Incentive Bonus Plans + Employee Stock Purchase Plan

Google Analytics

Salesforce

GSuite

JIRA

Mid and Senior level

Chicago

More information about location

1-2 days a week in office (Schaumburg, IL)

Communication software for public safety & enterprise

Posted today

Communication software for public safety & enterprise

1001+ employees

B2BEnterpriseCyber SecurityTelecommunications

Posted today

Salary not provided

+ Incentive Bonus Plans + Employee Stock Purchase Plan

Google Analytics

Salesforce

GSuite

JIRA

Mid and Senior level

Chicago

More information about location

1-2 days a week in office (Schaumburg, IL)

1001+ employees

B2BEnterpriseCyber SecurityTelecommunications

Company mission

To build and connect safety and security technologies in our never-ending pursuit to keep people safer everywhere.

Job

Company

Role

Who you are

Experience using data and metrics to measure impact and determine improvements
Ability to easily move between defining the bigger picture of content strategy and storytelling to getting deep into the details
Able to thrive in an agile environment, balancing strategy and execution as needed. Knowledge of agile tools like JIRA would be a plus
Experience using tech solutions like G-Suite, Content Management Systems (CMS) like Salesforce or Adobe, Google Analytics to manage and measure content would be a plus
Able to work independently and take the initiative to solve problems quickly and efficiently
Creative, open to learning and embracing diverse ideas
Bachelor's Degree with 4+ years of professional experience
AND 2+ years of project management experience

What the job involves

The digital adoption function, where this role belongs, is responsible for ensuring users are constantly communicated and trained so they can use digital instead of calling customer support for help
Leading the ‘Go Digital’ campaign: It aims at driving digital adoption across our customer base. This includes tracking and ensuring progress on the action plan to onboard and educate users working closely with the various teams across MSI
Get alignment on ownership of actions by those teams, ETA for completion and KPIs to measure success
Ensure timely delivery of actions owned by the teams, raise risks as they arise and measure success of the actions taken
Reporting progress in monthly leadership forum and point out commitments that are behind plan
Use case data as the north star to drive digital adoption in the areas where there are maximum support tickets for things users can self serve. Get top support requestors with no digital accounts onboarded
Keep track of new ideas that keep coming in this ever evolving space and add it to the action backlog
Support Case Reduction: Every call coming into MSI for support is tracked as a case. Your goal as the digital adoption lead is to
Look for themes and partners in this case data working alongside a data analyst
Provide insights and recommendations on what steps need to be taken to reduce future cases from coming around those themes
Hand off analysis to teams to root cause and take action on the trends
Host monthly meetings and hold people accountable, build a culture around case reduction
Keep an accounting of what we have done, what we are forecasting. If we aren’t achieving the desired results, get into the details of why
Supporting change management along with business leads and CX team
Ensuring timely release notes are published
Trainings and webinars are organized for internal and external users as needed
Manage video creation funnel and ensure the deliverables are delivered in a timely manner

Our take

Motorola Solutions is a leading provider of communication and software solutions tailored for public safety and enterprise sectors. Its extensive portfolio includes mission-critical radios, command center software and video security systems designed to enhance operational efficiency and safety.

The company's focus extends beyond mere hardware, as it emphasizes integrated software solutions that facilitate communication and data management. This integration of hardware and software ensures clients can respond promptly and effectively to challenges.

Looking ahead, the company is opening a new R&D center in Cork, creating 200 jobs to advance land mobile radio technology. This investment supports its growth and innovation, building on its existing Irish presence and recent acquisition of Tetra Solutions.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

Few candidates hear
back within 2 weeks

Company

Company benefits

Flexible work models
Paid time off
Paid parental and family leave
Health care benefits
Global wellness resources
Employee assistance programs
Rotation programs
Mentor relationships
Learning and development opportunities
Retirement benefits
Employee bonuses
Stock grants & employee stock purchase plans

Company values

Inclusive: We foster inclusion, equity and diversity to support our customers, communities and each other
Driven: We keep it simple by focusing on what matters most so we can seize opportunities with speed and confidence
Innovative: We constantly create ingenious solutions to the real challenges of today, tomorrow and beyond
Accountable: We stand behind the work we do, the contributions we make and the high business standards we maintain
Passionate: We meet challenges with energy and determination, always pursuing ever-higher standards
Partners: We work with our customers to address obstacles before they become challenges

Company HQ

West Loop Gate, Chicago, IL

Articles

Motorola Solutions’ SmartIncident Bridges Dispatcher, First Responder Information Divide

Motorola Solutions raises annual revenue and profit above estimates on strong demand for its security services

Motorola Solutions set to create 200 jobs in Cork

Leadership

James J. O'Connor

(Co-Founder)

Co-founded Motorola Solutions in 1999. Founder and Chairman of Chicagoland Entrepreneurial Center and 1871. They are also the Global Head of Venture Capital and Managing Director at William Blair.

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