Director, Customer Experience

About the Role

Key Responsibilities

• Develop and implement a comprehensive global customer experience strategy that enhances customer satisfaction and drives growth.
• Define and implement a global customer experience strategy aligned with business objectives and customer needs.
• Establish a clear target customer journey that enhances customer interactions at every touchpoint based on market-back customer insight and research.
• Collaborate with cross-functional teams to prioritize and implement customer experience initiatives across the enterprise.
• Develop metrics and KPIs to measure the effectiveness of customer experience efforts and drive continuous improvement.
• Create and oversee the design of integrated customer experiences that span multiple business units, ensuring a cohesive and seamless experience for customers.
• Identify opportunities to enhance customer value through innovative offerings and streamlined processes.
• Analyze customer data and research to develop detailed global customer profiles based on needs, preferences, and behaviors.
• Utilize customer profiles to inform the customer journey and support strategic decision-making.
• Facilitate alignment among commercial, service, operations, and billing teams to ensure a unified approach to customer experience.
• Champion customer-centric practices within the organization, fostering a culture that prioritizes customer outcomes.
• Build strong relationships with key stakeholders to advocate for customer experience initiatives and secure necessary resources.
• Present insights and recommendations to executive leadership to influence strategic direction.
• Establish statistical linkages between Voice of Customer insights and financial impacts as well as operational KPIs.

Requirements

• Master's degree in business administration, communications or other relevant field.
• Project Management certifications and other relevant certifications (e.g., Six Sigma).
• Strong track record of developing and executing customer experience strategies that drive business growth and customer satisfaction.
• Excellent analytical skills with experience in customer insights and data-driven decision-making.
• Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
• Experience in designing cross-functional processes that enhance customer interactions and simplify operations.
• A minimum of 7 years of experience in Voice of Customer and Customer Experience Measurement.

Nice to Have

• Proven experience in Process or Continuous Improvement.
• Certification in Lean Six Sigma, PMP or other relevant methodologies.

Benefits & Perks

• Competitive salary
• Paid vacation/holidays/sick time - 15 days of vacation first year
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Extensive product and on the job/cross training opportunities with outstanding resources
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy