Director of Customer Experience (Remote position)
Director of Customer Experience (Remote position)
The Director of Customer Experience is accountable for ensuring the delivery of a seamless customer experience across all stages and touchpoints in the customer’s journey. In this role, the Director will be responsible for creating, managing and executing the customer experience strategy and priorities of the company. They will help the organization continually drive higher customer satisfaction, NPS, customer retention and new business growth.
This position reports influences the senior management team, marketing, sales and other internal strategic partners in providing frictionless interactions while delivering value to customers.
The ideal candidate loves pets and has direct to consumer pet industry experience and has managed direct reports and lead cross-functional teams.
− Collaborate with a cross functional team to develop the overall customer experience strategy for customers throughout various stages of their lifecycle with the organization.
− Map customer journeys across all products, and services and brands
− Coordinate with customer facing teams throughout the organization
−The incumbent will minimize silos of systems, data, assumptions, hand-offs, performance and customer touch-points
− Ensure that customer facing teams and all other business functions work in collaboration to consistently deliver on strategic goals and objectives with customer experience at the heart of implementations
− Establish and roll-out the company’s customer experience roadmap including the technology, data and analytics needed to provide a 360 degree view of the customers experience and capabilities needed to meet the current and future needs of our customers
− Interpret and leverage internal and external data insights to identify potential issues and opportunities to create a frictionless experience for customers across various stages of their lifecycle
− Create and implement an analytics framework to measure customer experience KPIs, customer sentiment and success metrics of the proposed and implemented strategy
− Recommend and implement tools and technologies to deliver, manage, measure, and improve customer experience
− Identify what the organization should start doing, continue to do, or stop doing to improve overall business outcomes from investments in customer experience
− Other duties as assigned as needed
− Bachelor’s Degree in appropriate field of study required
− 8+ years in customer experience with a focus on customer onboarding, retention improvements, customer journey mapping and management, process improvement or strategy where the primary function is to improve, track, measure or influence consumer and/or customer engagement
− 5+ years in direct to consumer insurance
Required Qualifications (Certifications, Licenses, Software Programs, KSA’s):
We are looking for someone with strong interpersonal skills, a proven track record of creating alignment across functions and can bring innovative solutions to the table. We need someone who is highly analytical and can operate comfortably in a fast-paced environment.
− Strong prioritizing, planning, analytical, presentation, people management and interpersonal relationship building skills
− Demonstrated understanding of emerging customer experience/interaction channels and technology including customer support technologies, CRM, social media, chat, etc.
− Experience recommending and implementing creative solutions to drive increases in NPS, customer satisfaction, retention and online review scores
− Deep analytical skills and financial acumen required
− Ability to influence stakeholders to gain alignment and prioritize cross functional initiatives
− Budget management
− Demonstrated problem-solving, negotiation, and project management skills in a fast paced environment
− display strong leadership, team building, project-management and delegation skills.
− Demonstrated strategic ability to plan, execute and achieve performance metrics
Enjoys a challenge and can see the big picture
− High degree of technical aptitude and multi-tasking capability
− Excellent oral and written communications skills
− Proficient in Microsoft Applications (Word, Excel and PowerPoint)
The ideal candidate will demonstrate:
− A customer-centric mindset and advocate for the listening to the voice of the customer
− Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.
− Strong background in consumer and customer research and analytics techniques, customer strategy, process improvement and customer journey design
− Frequent communications, verbal and written.
− Must be able to remain in a stationary position 80% of the time.
− Must be able to read, count and do simple mathematics.
− Be able to lift up to 10lbs. occasionally.
− The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
− Constantly operates a computer and other office productivity machinery, such as a phone with headset, calculator, copy machine, and computer printer.
If you think are you the right candidate for this opportunity, then get in touch with us today. Click on the “Apply” button belowApply Now