Job Description

This is an amazing time at F5. For over 20 years, we have been the industry leader in application delivery. Now we’re also helping our customers thrive on any architecture and across any multi-cloud environment. F5 is the only company on the planet that powers applications from development through their entire lifecycle so our customers-enterprise businesses, service providers, governments, and consumer brands-can deliver differentiated, high-performing, and secure digital experiences that are changing the world.

But our success isn’t driven solely by what we do. We also care deeply about how we do it. Our culture is how we live, every single day, and it’s producing exceptional results-not only for our customers, but also for our employees. We understand that your life is about more than just work, so we’re committed to a culture that supports your whole life.

Be part of a Global Marketing and Customer Experience team that is obsessed with delighting customers, contributing directly to the financial success of our company, and telling a compelling story about the impact that our products and solutions have around the world. Come be part of a company that’s on the leading edge of transformation. Come be a changemaker.

Overview: The Customer Experience Insights Program manager role will lead the overall management of our programs for collecting customer feedback and generating customer insights. The customer insights program manager is responsible for the quality of deliverables, accuracy of analytics and soundness of methodology for collecting customer feedback from various sources. We leverage the input gathered to highlight compelling customer feedback to internal and external audiences, with a focus on informing product, service, support, marketing, sales and customer engagement leaders, ultimately leading to increased customer adoption, retention and growth.

Primary Responsibilities (Areas of focus): This collaborative, self-starter will manage a centralized process that will help define, develop and optimize resources, process and technology to prioritize initiatives and investments, and provide visibility (through communications) into opportunities and actions to improve the customer experience. As we uncover trends and adopt more responsive ways of prioritizing requests, primary and secondary research may be performed to respond to and understand customer needs.

CX Program Design:

• Serve as the center of excellence for customer insight program management, gathering and the source of truth for customer feedback.
• Conduct and oversee program design and execution of prioritized customer insight programs.
• Timely collection of customer insight data with immediate response working with sales, product, marketing and customer success managers.

Process & Reporting:

• Regularly report on the state of the customer to multiple audiences, including frontline employees, managers, functional and geographic leaders, and senior executives
• Inclusion of customer metrics in reporting, including Net Promoter Score, customer engagement and response rates to surveys.
• Evaluate and improve the customer insight process, ensuring adherence to evolving standards and best practices.
• Efficient process of consolidating insights into a single feedback hub (CX Insights) and driving awareness and actions.
• Ensure that customer feedback and insights are disseminated and utilized to improve products, processes and interactions.

Efficiencies and Best Practices:

• Identify and implement tools, methodologies and best practices that leverage opportunities to enhance existing knowledge and techniques.
• Develop and implement processes, procedures and policies to improve data-gathering efficiency and relevance.
• Manage third-party providers and partners with internal data teams to enhance analysis and maximize voice-of-the-customer impact.
• Participate in research with customers via interviews, onsite visits, phone calls and other customer-facing programs.

Organizational Interlocks: This position requires high collaboration and functional interlocks across:

• Global Marketing & Customer Experience
• Customer success
• Customer service and support
• Sales account executives
• Product management
• Community management
• Partner/Channel marketing
• Finance and Technology Services

Background/ Experience:

• 5+ years of program management in a b2b environment, preferably in customer experience or customer research
• Proven project planning and management skills, goal and task prioritization and able to execute on multiple tasks simultaneously.
• Customer-centric orientation with experience working in a customer-facing role (e.g., field marketing, sales, customer support, customer service, customer success, account management)
• Ability to turn data and numbers into compelling business stories, proficiency in creating clear, cohesive presentations based on data and analysis.
• Strong critical thinking skills, communication skills (both written and verbal)
• Prior experience with relevant industry and/or technology products preferred.
• Proven ability to work with all levels of management, from frontline through executive, experience working successfully with functional, regional and global teams.
• Ability to use common technologies (e.g., database, sales automation tools, analytics, business intelligence). Customer insight technologies, platforms and tools a plus
• Bachelor’s degree required; Master’s degree/MBA preferred.

Success Metrics

• Timely collection of customer insight data
• Contribution of improvement in quality and reliability of customer data
• Regular deployment of state-of-the-customer reports to team and partners
• Consolidating measurable customer insights into our single feedback hub
• Inclusion of customer metrics in quarterly business reporting
• Improvement in how we demonstrate impact in customer engagement, Net Promoter Score, survey response.
• Helping to understand customer feedback data and ability to translate into prioritized opportunities and timely action plans.

Physical Demands and Work Environment

• Duties are performed in a normal office environment while sitting at a desk or computer table. 
• Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.
• Duties require the ability to travel up to 10% via automobile and airplane.
• Job may be performed in an office environment sitting at a desk or computer table. 

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The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Phishing Alert

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Yello/Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability,marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws.This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.