Director of Customer Experience Job Description Template
Our company is looking for a Director of Customer Experience to join our team.
Responsibilities:
- Coordinate Customer Service;
- Lead Team Alignment;
- Analyze Status Reports;
- Team Management;
- Sponsor Large Scale Projects;
- Assist with development of a consistent methodology for prioritization and measuring customer value against effort and cost to implement solutions;
- Analyzing data based on both in and post process customer surveys and develop strategies to improve the overall experience;
- Support customer focus programs with innovative ideas to build customer empathy and engage a diverse associate population;
- Drive development of customer journey maps for all products and customer segments across RIS;
- Contribute content and presentation ideas; translate complex or detailed processes into key messages for review with RIS senior leadership team;
- Prepare for and present data as constructed;
- Manage teams and owners to deliver on meaningful changes to process, content and/or technology that enhance the customer experience;
- Translate diverse perspectives into the customer view/voice; depict end to end experiences visually and in simple terms;
- Review online social presence across various mediums to ensure brand reputation is preserved;
- Offer training and implementations that commits to enterprise wide improvement.
Requirements:
- Change management experience;
- Customer Obsession;
- Budget management experience;
- Minimum 2 years in Customer Service and/or industry related experience;
- Strong written and verbal communication skills;
- Excellent facilitation skills in both one-on-one and group presentation environments;
- PMP or Agile Scrum Master Certification;
- Experience in managing budgets and working with financial metrics;
- Deep analytical skills and ability to utilize information to identify issues and develop sound recommendations;
- Solid time management skills;
- Strong verbal and written communication skills to effectively deal with employees and various levels of management staff;
- Effective at leading and implementing projects with various disciplines and stakeholders;
- Able to efficiently solve complex problems;
- Strong collaboration and influence skills across multiple functions and all levels;
- Interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.