We are excited that you are interested in employment opportunities at Fusion!

Our preferred format for expressing interest in our open positions is via our online profile submission portal.

Submitting a profile along with your resume helps to speed the hiring process and places you in our system so that we can consider you for future opportunities as well.

Please review our current openings for a full listing of available opportunities. You can search for current openings by title and location and submit a profile to express an interest in these opportunities.

Job Description:

Essential Duties and Responsibilities include the following: (Other duties may be assigned.)

Champion the customer through all our customer journeys by identifying their needs and expectations for one or multiple product linesMap end-to-end customer experience touch pointsIdentify areas of dissatisfaction and develop plans to monitor and make improvements that will ultimately lead to improved customer experienceDirect all aspects of data collection, analysis, and improvement recommendations; constantly review and measure the customer experienceDrive the process to identify and correct gaps in the customer experienceInfluence and align cross-functional stakeholders to develop an actionable plan for addressing Voice of the Customer gapsWork in close collaboration with key stakeholders (sales/marketing, product, operations, compliance, etc.); establish strong cross-functional relationships in order to implement improvement initiativesServe as the primary point of contact for the cross-functional team; effectively manage initiatives from business requirements through implementationEstablish and measure the success of each initiative via appropriate metrics or dashboardEstablish a framework to ensure every employee understands how they impact the customer experienceEstablish operations and governance for customer experienceLead cross-functional teams to deliver customer experience initiatives; be accountable for the successful end-to-end project management and delivery of key customer experience projectsWork with external vendors and business units to ensure new tools and capabilities are shared and leveragedEstablish reporting cadence to help business understand progress on customer experience metrics and initiativesAct as an enabler for customer experience activities, delivering best practices, tools and guidance across the organization

Knowledge, Skills and Abilities Requirements:

Strong analytical, problem-solving and project management skills and the ability to influence large, diverse groups through fact-based analysis and decision-making; ability to do advanced analytics in ExcelAbility to work under pressure and insist to advocate for customer experiencesAbility to think big and deliver initiatives from conception through completionProven ability to handle multiple competing priorities, and ability to adapt in a flexible and fast-paced environmentSolid program management skills, excellent oral and written communication skillsAbility to analyze quantitatively, problem-solve, and scope business requirementsExcellent speaking-listening-writing skills, attention to details, proactive self-starterAbility to build and give presentations to multiple levels within the business as a storyteller