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Do you put the customer at the center of everything you do? As the Vice President, Customer Experience Change, you will look across the organization to help others adopt customer-centric behaviors throughout the organization. Your role involves creating and maintaining a culture in which delivering a great customer experience is embedded throughout Company.
Primary responsibilities include:
Applying a structured change management process and plan to drive customer empathy throughout the organization.
Assess and improve customer experience rewards and recognition programs
Improve alignment of functional goals and scorecards with customer experience objectives.
Assist in the creation of customer experience training and improve the alignment of hiring and recruiting practices with customer experience principles.
Increase adoption of customer experience standards within teams designing and implementing new products and experiences.
Partner with external and internal communications teams to support design, development, delivery and management of customer experience communications.
Create and manage delivery of enterprise customer experience scorecards.
Your focus on developing a plan to fully understand and drive the organization to higher levels of maturity and adoption of customer centric business processes and behaviors will enable Company to truly bring the brand to life – creating deeper relationships with those that we serve.
10+ years experience in change management, employee communications, or customer experience
Previous experience in large multi-functional project teams.
Prior experience managing cross functional teams in a matrix environment.
Experience delivering change in an agile environment.
Strong leadership and teamwork skills, with demonstrated ability to influence, negotiate and collaborate to achieve consensus among many stakeholders of differing perspectives.
Demonstrated ability partner with people at all levels of the company and work with several internal and external agencies.
Self motivated and independent.
Strong written and visual communications skills.
Ability to clearly communicate vision and create engagement and understanding.
Education, Certifications and/or Other Professional Credentials:
Bachelor’s degree in communications, organizational/behavioral psychology or related field required.
Masters degree in related field preferred
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