Director, Customer Experience Job Description

Director, Customer Experience Job Description

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Director, customer experience provides thought leadership and subject matter expertise on customer experience related topics including but not limited to customer experience measurement and analysis, survey design, contact engineering, emerging technologies, multichannel support strategies, contact reduction, customer effort reduction, transformation strategy and journey mapping.

Director, Customer Experience Duties & Responsibilities

To write an effective director, customer experience job description, begin by listing detailed duties, responsibilities and expectations. We have included director, customer experience job description templates that you can modify and use.

Sample responsibilities for this position include:

Partner with key stakeholders in all departments to better assess and understand what is required to create and maintain a best in class focuss
Creates and articulates the Division Vision for Retail Customer Experience, incorporating input from key stakeholders
Partner with cross- functional teams (Product Managers, Marketing, Legal, Compliance, Risk, Fraud, Operations and IT) to ensure that Business and Customer experience requirements are understood and appropriate execution and support strategies are implemented
Coordinate with marketing and branding activities to ensure a consistent end-to-end customer experience
Work with the CX escalation team in helping to resolve customer issues, as needed
Develops comprehensive customer segmentation and the corresponding personalized marketing strategy to help drive loyalty program membership and desired member behavior
Evaluate existing client base programs, inclusive of Mystery Shopping, Customer Profile System (CPS) and BNY Credit, to assess present value added
Collect and report performance results with measurable improvement
Source relevant background materials and information necessary in program development stages
Establishes metrics, goals and reporting to measure impact of Beauty Advisor and Customer Experience initiatives and enable optimization

Director, Customer Experience Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Director, Customer Experience

List any licenses or certifications required by the position: PMP, COPC, CPIM, CSSP, APICS, CFP, CFA, CX, CCXP, CBAP

Education for Director, Customer Experience

Typically a job would require a certain level of education.

Employers hiring for the director, customer experience job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, MBA, Marketing, Education, Business/Administration, Engineering, Management, Communications, Computer Science, Technical

Skills for Director, Customer Experience

Desired skills for director, customer experience include:

Issues
Stakeholders
Marketing
Ability to coordinate different parts of organizations to achieve success
Brand tools
Contact center operations
Customer Experience measurement techniques
Customer service regulations
Group infrastructure
KPIs and benchmarks

Desired experience for director, customer experience includes:

Advanced computer skills in Microsoft Office Suite
CRM and technical experience preferred
Oversees and executes division –wide systems and processes and initiatives (Beauty Advisor Talent Analysis, Salesforce.com, Customer Experience Measurement and Diagnosis)
Potential for high visibility with Top Luxe Management
Willingness and ability to learn quickly, and a positive, energetic attitude
Sales team management is preferred but not required

Director, Customer Experience Examples

1

Director, Customer Experience Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of director, customer experience. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for director, customer experience
  • Manage the integration of products and services (merchandising, account opening, customer service, money movement, social media solutions) for the DTC experience
  • Partner with UX team to define DTC user interactions, information architecture, brand presentation and overall look and feel required to support the DTC evolving value proposition
  • Translate the interactive customer experience into an integrated product roadmap
  • Work with Operations and IT to define baseline infrastructure and customer experience requirements
  • Leverage consumer insights, metrics and research to build new customer experiences or enhance existing ones
  • Develop and implement strategies for gathering customer feedback
  • Identify and develop processes and capabilities for the ongoing development deployment and maintenance of the DTC feature/function set
  • Stay abreast of end-user trends and opportunities competitive product offerings and best practice
  • Drives the execution of CX programs as defined by the strategic plan and budget
  • Reviews and forecasts program financials
Qualifications for director, customer experience
  • Strong customer centric approach to operations
  • 2-5 years of experience in customers service, customer relations and/or training, logistics, data collection
  • Curriculum development, testing, and implementation
  • Leadership through change management
  • Bachelor’s Degree with minimum of 10 years proven experience in developing and executing a Customer Experience Strategy with a focus on improving customer satisfaction across a large enterprise
  • Ability to multi-task and manage multiple complex projects in a cross functional environment concurrently
2

Director, Customer Experience Job Description

Job Description Example
Our innovative and growing company is hiring for a director, customer experience. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for director, customer experience
  • Work across the UK business as a whole
  • Partner with Store and Ecommerce teams to provide a consistent and extraordinary omni channel experience at each touchpoint across all channels, each and every time
  • Support the VP of Customer Experience in creating a company-wide culture of the effortless customer experience
  • Serve as a cross-functional liaison with other stakeholder groups in EMEA, APA and LATAM such Services and Distribution, helping to pull together their insights on key pain points, collaborating on building the cases and prioritizing customer experience improvements
  • Serve as the Customer Experience leader in all new market expansion efforts
  • Lead cross-functional journey mapping projects & continue to develop the journey mapping center of excellence
  • Continuously look for improvements in processes and practices and make appropriate recommendations
  • Connect with SAP CX leaders and connections internationally, as needed
  • Keep current with emerging CX business trends
  • Leads the vision, development, and delivery of the Antibodies & Immunoassays overarching Web & Customer Experience Transformation strategy and supports corresponding initiatives working closely with senior leaders across the wider organization
Qualifications for director, customer experience
  • Proven ability to produce accurate and timely information in a highly dynamic work environment, be able to meet tight deadlines
  • 7+ years of experience in leading initiatives in Customer Experience Improvements, Customer Servicing Solutions and Digital Product Development
  • Financial services industry (banking and asset management are preferred)
  • Ecommerce, with a strong consumer orientation
  • Digital product development, process and project management
  • Ability to collaborate, influence, mobilize and energize complex cross-org and cross-functional teams - someone who can be as effective through influence as through direct control
3

Director, Customer Experience Job Description

Job Description Example
Our company is hiring for a director, customer experience. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for director, customer experience
  • Accountable to achieve initiatives revenue, EBITA, and all related KPI targets as mutually established with the business
  • Works with internal cross-functional teams providing leadership into the creation and management of customer database acquisition, customer profiles, customer segmentation, reporting, testing, and analysis
  • As needed, manages any other cross-business initiatives leading to improved customer experience
  • Drive positive change across the organization by uniting, influencing, and collaborating with front-line, executive, and C-level leaders across the organization
  • Analyze and synthesize data to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations to develop deep insights into customer needs and behaviors
  • Identify, drive global service programs to improve customer experience and reduce cost
  • Reduce the variance in serviceability through Lean and Six sigma methodologies and develop rigorous control plans
  • Lead large cross-funtional team projects to drive standardization, stability and simplification of global services process
  • Ensure Global services organization is complaint to quality systems
  • Support successful execution of global green and black belt projects
Qualifications for director, customer experience
  • Experience with agile methodologies and/or lean start-up programs strongly preferred
  • Experienced at leading, developing, and building high-performance cross-functional teams to implement creative, innovative, best in class Customer Experience solutions
  • University degree in a relevant discipline with appropriate insurance qualification/ background
  • Over 15 years' experience in program/business process management/ operations/ customer services in the Banking/Financial Services sector
  • PMP or Six Sigma Black Belt qualification is highly preferred
  • Experience of working in the life insurance and banking industry would be an advantage but not a must
4

Director, Customer Experience Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of director, customer experience. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for director, customer experience
  • Create a culture of innovation and execution
  • Drive all customer experience socialization activities, including training, and customer satisfaction reports relevant to ongoing customer experience and innovation activities
  • Support innovation process by creating and lead customer-centered training sessions, and ideation workshops in support of each business segment
  • Publicize where innovations are and their processes
  • Publicize Foresee customer satisfaction assessment and insights
  • Works with communications to develop compelling stories across appropriate mediums (i.e., storyboard, video, environment) to communicate customer needs and insights, new concepts and future state experiences
  • Develop training tools and facilitation of workshops to disseminate customer insights and socialize processes and methods
  • Responsible for participating in and publicizing Innovation Review Committee outputs
  • Launch Internal Review Committee (IRC)
  • Familiarize themselves with the proposed innovation process
Qualifications for director, customer experience
  • Agile, business and result-orientation
  • Proficient analytical and program/project management skills
  • Sound knowledge of insurance products and the financial and insurance market with solid MIS capability
  • 10+ years’ work experience in Senior Store and Ecommerce roles for a company well known for being an industry leader in providing a consistent extraordinary experience across all channels
  • Experience evolving store business model to thrive in an omnichannel-experience-driven-world
  • Experience partnering across the organization to activate 360 support to deliver a consistent and extraordinary customer experience
5

Director, Customer Experience Job Description

Job Description Example
Our company is hiring for a director, customer experience. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for director, customer experience
  • Establish relationships with the portfolios of work and gain an understanding of the competencies, products and challenges of each team
  • Establish relationships with business unit leadership and gain an understanding of their current strategy, their future roadmaps
  • Familiarize themselves with customer experience learning through immersive training
  • Orient themselves with lean six sigma and design thinking tools and methods
  • Visit distribution centers, IAT teams, call center, and
  • Lead and Own the innovation process and management of IRC for vetting new Initiatives across the Business Unit Management teams
  • Assume ownership of the New Idea Portfolio items for the Lead Team
  • Assume ownership of the vetting and approval process for ideas as they gain entry onto the business unit’s portfolios
  • Responsible for leading the global customer quality/interface function including Global accounts, with world wide geographic scope
  • Assures a high level of customer experience across the regions
Qualifications for director, customer experience
  • Ability to draw strategic insights from complex data sets, coupled with strong advanced analytics training and coaching capability
  • 8+ years of experience gained in web-based Omni-channel operations / technology/e-commerce/retail or similar industry related experience in international multi-channel practices
  • Travel will be between 20% to 40%
  • Using detailed analytics, problem solving, Lean Six Sigma and other methodologies, scope programs of work, define key problems, identify and implement solutions, with appropriate measurement criteria
  • This may involve complex stakeholder management, customer journey mapping, process design, project management of minor IT, business rule and process changes and effective change management
  • Ensuring the implementation of new initiatives into our sales and service channels are delivered “right first time”

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