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VP 1, Customer Experience
Entertainment & Media Industry Company
Philadelphia, PA, United States
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Job Summary:
Core Responsibilities:
Lead projects to improve customer experience across Company Cable's multisystem, multiplatform, multistate telecommunications operations; research and document journey maps of customer experiences across all Company Cable divisions and regions in all phases of company's operations, such as initial signup, seeking information, or problem resolution; lead teams to deliver strategic programs, channel programs, operational support, insight, and effective communication of the customer experience internally; manage projects that drive improved customer experience, process improvement, and cost reduction throughout the full customer lifecycle, including deploying and executing identified deliverables; oversee the implementation of core strategies that deliver improvement in key metrics of customer satisfaction with Company; build strategic project plans, and review training and communication plans; attend meetings as the Customer Experience representative in order to ensure the successful execution of go-to-market projects; identify and provide insight into the development of business processes across the company from the Customer Experience perspective; develop and implement a strategic communication infrastructure for customers; and obtain buy in from senior management for Customer Experience projects. In performing duties, travel up to 25% of the time.
Job Specification:
Master's degree (or foreign equivalent) in Business Administration or a related business field and ten (10) years of experience in telecommunications management and/or management consulting to telecommunications operators, of which at least three (3) years of experience must include managing projects that drive improved customer experience, process improvement, and cost reduction throughout the full customer lifecycle on behalf of a multiplatform telecommunications provider, including leading sales/customer experience teams, deploying and executing identified deliverables. Experience may be gained prior to, during, or after the Master's degree.
Company is an EOE/Veterans/Disabled/LGBT employer