Customer Experience Coaching Coordinator (Hybrid)

Role Overview

The Customer Experience Coaching Coordinator is responsible for designing, implementing, and continuously improving the organization’s interaction coaching program to support the customer intimacy strategy and promote consistent coaching practices across customer interaction channels.

What You Will Do

Design, coordinate, deliver, and continuously improve the organization’s interaction quality coaching program, develop and maintain standardized coaching methodologies, evaluate the effectiveness of the interaction coaching program, and analyze coaching results and quality metrics.

Why It Might Be a Fit

This role requires strong business acumen, project management, communication, and presentation skills, as well as proficiency with Microsoft Office applications and Customer Experience intelligence tools.

Requirements

• High school diploma, or equivalent, with related experience demonstrating the knowledge, skills, and abilities necessary to perform the essential functions of the position.
• Ability to design, implement, evaluate, and continuously improve interaction coaching programs, methodologies, and performance improvement initiatives.
• Knowledge of customer experience principles, customer intimacy strategies, interaction quality standards, coaching methodologies, and adult learning principles.
• Ability to analyze coaching outcomes, quality metrics, customer feedback, and operational data to identify trends, root causes, and opportunities for continuous improvement.
• Ability to develop coaching frameworks, evaluation criteria, scorecards, dashboards, reports, and actionable performance insights.
• Ability to design, develop, and facilitate workshops, training programs, coaching resources, job aids, and other learning materials that support employee development and performance improvement.
• Ability to build collaborative relationships, consult with business partners, facilitate calibration sessions, and influence outcomes across departments without direct supervisory authority.
• Ability to evaluate program effectiveness, recommend and implement improvements, and promote consistent coaching, evaluation, and calibration practices across the organization.
• Strong business acumen, project management, communication, and presentation skills.
• Proficiency with Microsoft Office applications, such as Word, Excel, and PowerPoint.
• Proficiency with Customer Experience intelligence tools such as Scorebuddy.