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Customer Experience Director
Freddie Mac
Falls Church, VA, United States
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Position Overview
The Freddie Mac Single Family team is seeking Director in the Customer Experience Organization to support the operational execution of CX initiatives within Single Family. You are intently focused on creating a culture that is absolutely fixated on customers, identifying training needs, and ensuring the right people are in place to execute on memorable experience delivery.
You will collaborate with a variety of teams across our business to inform CX training curriculum to teach how to deliver experiences for some of the world’s most sophisticated financial services institutions.
You will lead successful CX culture shifts within Single Family by clearly and thoroughly communicating our CX design principles and values. You’ll also collaborate with team members responsible for amplifying our customer-centric culture and fueling our passion for client centricity and success.
The successful candidate will be an expert at cross-functional collaboration, which will enable them to partner with a variety of teams across the business to promote CX vision and methodologies. Additionally, they will need to have a passion for bringing incredible customer experiences to life through business operations.
Here’s what you'll do to enable a customer-centric organization:
• Partner with HR and other business partners to develop cultural transformation plans around customer-centric culture, training and recruitment
• Design and execute strategies to support culture change
• Support the development of CX communication plans and cadence to promote awareness, understanding and support
• Lead the CX ambassador program and CX Champions to promote and embed CX values throughout the organization
• Actively champion, promote, manage and refine our customer centric culture program across Single Family
Qualifications
• 10+ years of experience in developing and executing on culture-change and organizational development initiatives
• Related academic or professional background (degree in a Social/ Behavioral science, Organizational Development, Business Administration or a related discipline, advanced degree a strong plus)
• Proven expertise understanding, shaping and leading cultural change and evolution
• Advanced understanding of people and behavioral change
• Versed in Change Management
• Demonstrated experience building and leading high-performing CX teams
• Ability to influence large, diverse groups through inspiration and vision
• Experience with developing, managing and developing CX training curriculum that drives business value
• Results and execution-oriented with operating model experience in complex and ambiguous environments
• Exceptional cross-functional leadership skills
• Superior verbal and written skills to communicate CX methodologies
• Experience collaborating with design talent and associated teams (technology, user experience, etc.)
• Demonstrated growth mindset: effective listening skills, respect for others’ perspectives and contributions; can offer constructive feedback and can accept and grow from feedback received
Preferred Skills
• Experience managing and/or collaborating in a matrixed environment
• B2B and/or strong B2B2C customer experience expertise
• Experience in financial services
• CCXP certification a plus
• Prosci certification
• Proven strong influencing and negotiating skills
Closing Statement
Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you’ll do important work for the housing finance system and make a difference in the lives of others. Freddie Mac is an equal opportunity and top diversity employer. EOE, M/F/D/V.