The Customer Experience (CX) team is designing the ideal customer experience. This includes rethinking processes, policies, and products. Importantly, designing an ideal customer experience means delivering the experience in efficient and effective ways. The Vice President, Customer Experience, Experience Deliveryis responsible for defining and executing plans to deliver new customer experiences. Delivery of a new customer experience means:   • Thoroughly understanding the experience--its benefits, requirements, and challenges;   • Identifying the stakeholders, procedures, policies, and processes that will impact the delivery of the experience;   • Developing a plan to meet the needs of the stakeholders;   • Providing feedback to experience designers to ensure the new customer experience is meeting the needs;   • Executing the plan to deliver the customer experience efficiently and most effectively for customers and Company. The desired end result is a transformative customer experience that shatters expectations about what is possible from Company, yet is achievable on aggressive timeframes with maximum buy-in. A tall order! This role requires:   • Ability to think through an entire customer experience, including the functional, process, and policy implications   • A go-to-market mindset that is focused on delivering a new customer experience in an immediate timeframe   • A deep understanding of what is possible with today's technology and products and what is coming down the line   • Persuasive story-telling capabilities to enlist support for initiatives, drive home importance, and ignite enthusiasm to execute   • Creativity to identify strategies and tactics to encourage headquarter, field, partner, and customer buy-in   • Ability to match initiatives to important measures and set clear expectations of the impact of each initiative This role will:   • Partner with development, operational, field, and business teams   • Work collaboratively with other CX teams, including strategy, analytics, and process design   • Advocate for customers and the experiences being developed   • Partner with CX leaders to provide clear and compelling communications to company leadership Key competencies include:   • Building strong work relationships, confronting or challenging others in an open, respectful manner, and adjusting to how individuals function and react   • Ability to thrive by influencing partnersand driving alignment   • Strong analytical skills, including recognizing patterns in data, information, or events, drawing logical conclusions, and making recommendations for action   • Clear and consistent communication, both sending and receiving   • Self-motivation and initiative to take the lead in getting the job done in an effective and efficient manner and accepting responsibility for personal actions, results, and costs Company is an EOE/Veterans/Disabled/LGBT employer