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Director Customer Experience
Pearson
Morrisville, NC, United States
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Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Take accountability for customer experience across all business units and through the CX program to deliver tangible improvement in overall experience for all customers.
The role will report into SVP Global Customer Service and Support.
Key Responsibilities
•Define and communicate the new Customer Experience vision by fully engaging with the Senior Leadership team and other key stakeholders.
•Outline “the journey” to achieve the customer experience vision including key landmarks and measures of success.
•Working with the Customer Research team (Marketing) define the research and quantitative measurement of Customer Satisfaction and NPS, and build a first-hand understanding of the current customer experience as seen through customers' eyes, across all touch points.
•Be the voice of the customer for the business and the advocate of greater customer satisfaction
•Ensure regular programmatic reporting on progress and impact
•Drive innovation and creativity, constantly bringing in ideas to further improve the customer experience
•Provide leadership & vision on customer experience
•To set high standards of quality in order to delight our customers and positively impact learners.
•Coach and mentor senior managers to maximise their performance and potential and facilitate the team as a whole to develop synergy and best practice.
•Develop a timetable for the CX programme
•With the CX sponsors, agree the priorities and plan how and when the initiatives can be introduced.
•Work across the business as a whole. It’s vital that this is seen as a cross business programme and not ‘owned’ by any one area.
•Build good strong relationships with all departments – all areas of the business will be involved in the CX programme.
•Ensure that the CX process is embedded , adapted where necessary, and followed
Qualifications
•Significant senior level experience of leading customer experience programme in global service organisation and with demonstrable positive impact resulting in increased customer satisfaction
•Passion for customer experience - analysing products, customers and market dynamics and aligning these to connect the right prospect to the right product or service.
•Analytical capabilities with an ability to make effective, timely decisions and also empower others to do so within clear accountability frameworks.
•Able to lead by example and inspire, influence and energise others around new opportunities.
•Understanding of how to develop customer experience initiatives
•Good project management skills
•Good presentation skills & confidence
•Excellent communication and networking skills with a strong sense of teamwork and an ability to deal with stakeholders at varying level of seniority.
•Exceptional leadership skills
•Strategic planning & delivery leadership
•Change orientated
•Commercial acumen – justifying investment
•Good understanding of the education sector (preferred)
•Experience of adhering to a well-known international brand
•Bachelor’s degree; MBA (preferred)