Megan Sweeney
Customer Experience Manager @OneSource Virtual
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WORK HISTORY
Customer Experience Manager @OneSource Virtual
As Customer Experience Manager for OSV globally, I will play a key role in ensuring that customers have a positive and seamless experience with OSV. Responsibilities include: Strategic Leadership: Designing and implementing customer experience strategies that align with OSV’s overall goals, focusing on customer satisfaction, loyalty, and retention, as well as designing and implementing customer education frameworks for OSV services.Customer Journey Mapping: Analysing and understanding the customer journey across various touchpoints to identify opportunities for improvement.Customer Advocacy: Developing long-term relationships with key customer stakeholders, providing consultative insights to promote growth and retention, and acting as the voice of the customer within the company, advocating for changes or improvements based on customer needs and insights. Customer-Centric Innovation: Staying abreast of customer education trends and strategies to ensure OneSource Virtual remains a leader in education and delivery of customer experience.Cross-Functional Collaboration: Working closely with departments like operations, marketing, sales, product, and support to ensure a cohesive and consistent customer experience across all touchpoints.Monitor CX Metrics: Tracking key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), and customer retention rates to measure the effectiveness of CX initiatives.Continuous Improvement: Continuously analyzing trends and data to innovate and refine the customer experience strategy, ensuring that OSV stays ahead of customer expectations.
EDUCATION
Ulster University
Bachelor of Arts - BA, French, Spanish and Marketing
Université Montesquieu Bordeaux 4
DUT (Diplôme Universitaire de Technologie), Marketing/Marketing Management, General
ABOUT MEGAN SWEENEY
Customer Experience Manager at OneSource Virtual
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