Director of Customer Experience
PROFESSIONAL
EXPERIENCE AND QUALIFICATIONS:
BA / BS degree; MA or MBA preferred.
(10+) years of involvement in customer experience transformation and exposure/involvement with/to the broader customer service discipline.
Willing to take risks and learn from mistakes to apply better results in the future.
Experience in leading a large team and adept at investing in the development of team members.
Ability to negotiate and build credibility with internal organizations and lead/influence across business lines toward a common goal.
Proven track record of delivering results above expectations.
High digital acumen; understanding of technology (e.g., CRM, EFM, Social Media) and best practices for how to deliver an outstanding customer experience.
Experience with tools and reporting to measure and evaluate customer experience is a plus.
Strategic and visionary thinker.
Excellent written and verbal communication, facilitation, and presentation skills – including the ability to influence at the executive level.
Ability to drive collaboration with cross-functional teams to achieve effective solutions.
Results-oriented, achiever mentality Ability to multi-task, prioritize and coordinate tasks to meet multiple deadlines.
Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment.
The ideal candidate will be passionate about customer success.
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
COMPUTER SKILLS
Word and Excel.
CERTIFICATES, LICENSES, REGISTRATIONS
None required.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.