Wi-Fi CX & Loyalty Lead
- Location
- Columbus, Ohio, United States
- Salary
- Not specified
- Company
- Akash pawar
Job description
### Role & Company / Project Overview Seeking an experienced Wi-Fi CX & Loyalty Lead to serve as the regional wireless Single Point of Contact (SPOC). The role focuses on managing stakeholder relationships, enhancing the Wi-Fi user experience, and driving customer satisfaction through robust problem management, user feedback loops, and data-driven service improvements across wireless networking and IT service delivery domains. ### Key Responsibilities & Daily Duties - Regional SPOC: Serve as the primary regional wireless contact managing stakeholder relationships, service reviews, communications, and escalations. - Issue Resolution: Coordinate with network operations, engineering teams, and external vendors to resolve wireless service issues. - Problem Management & RCA: Identify recurring Wi-Fi incidents, perform Root Cause Analysis (RCA), and implement permanent corrective and preventive actions. - Documentation: Maintain problem records, known error databases, and incident trend reporting. - User Feedback: Conduct customer satisfaction surveys (CSAT/NPS), user interviews, and in-depth feedback analysis. - Requirements Gathering: Develop user personas and translate business requirements into Wi-Fi coverage, capacity, security, and performance specifications. - Backlog Management: Maintain and prioritize regional requirements backlogs with key stakeholders. - Performance Analytics: Analyze Wi-Fi performance metrics including roaming, throughput, authentication, and application performance. - Reporting: Develop dashboards and reports to track customer experience, service health, and ongoing improvement initiatives. - Site Optimization: Identify high-risk sites and recommend strategic improvements to enhance user satisfaction and brand loyalty. ### Required Qualifications, Skills & Experience - 5+ years of experience in IT Service Delivery, Customer Success, Service Management, or Network Operations. - Strong knowledge of enterprise Wi-Fi fundamentals (coverage, roaming, authentication, capacity issues). - Hands-on expertise in ITIL Problem Management, RCA, and incident trend analysis. - Proven experience with CSAT/NPS surveys, customer experience analytics, and stakeholder management. - Proficiency in ServiceNow, Power BI, Tableau, or Microsoft Excel. - Excellent communication, presentation, reporting, and escalation management skills. - Preferred Certifications: ITIL 4, CCXP, or CWNA. - Preferred Tooling: Experience with Mist AI, Aruba Central, or Cisco Catalyst Center. - Preferred Knowledge: User persona development, journey mapping, multi-regional stakeholder management. ### Working Hours, Shifts & Location Details - Location: Columbus, Ohio, United States (Onsite / Regional coverage) - Employment Type: Full-Time ### Compensation & Benefits - Key success metrics: Improved CSAT/NPS scores, reduced recurring incidents and resolution times, enhanced stakeholder engagement, and measurable improvements in wireless performance. ### Application Instructions Interested candidates are requested to submit an updated resume via direct message or email through the provided contact details.