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Director, Customer Experience Design
Spectrum
Stamford, CT, United States
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JOB SUMMARY
The Director, Customer Experience Design is responsible for creating industry leading customer experiences across every customer touch point. Lead ideation, strategy and concepts across various Customer Experience (CX) initiatives. Perform customer impact analysis, journey/experience mapping, customer data analysis, cross-channel / cross-product alignment, and the identification of opportunities to improve the experience, all through the customer lens.
This role requires a unique blend of strategic thinking, creativity, technical proficiency and operational excellence. The ideal candidate will have a proven track record in product management, strategic roadmap planning, customer experience and operations.
MAJOR DUTIES AND RESPONSIBILITIES
Drive customer experience design to support the end-to-end experience for all channels and customer segments. Utilize data from customer insights, KPIs and industry analysis to make data-based design decisions.
Create and visualize customer personae and map client journeys across and throughout the lifecycle, assessing the current state experience, capturing touchpoints and highlighting areas of friction.
Lead ideation and concept explorations, as well as partner with Product, Call Center, Field Operations, Engineering, and other internal business units to define product strategies and business requirements.
Drive improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to listen and evaluate the evolving current state experience.
Work with the UI/UX team to create prototypes, guide focus groups and usability testing, and identify and eliminate pain points.
Define KPI's for Customer Experience and act as product owner to establish an automated system for KPI tracking, including channel usage, customer contact reductions, CSAT/ NPS, etc.
Define success metrics for new projects and track daily performance for existing products to ensure the team is moving towards defined goals.
Work with Product and Marketing to plan and execute customer engagement and marketing campaigns through digital tactics; develop tracking, optimize customer Call to Action/landing experience, and prepare/analyze campaign results.
Contribute to developing and implementing a company-wide go-to-market plan, working with all departments to execute.
Build, manage and mentor an experience design team of 8-12 people.
Manage vendor relationships
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Customer-focused
Superior communication, leadership and presentation skills.
Outstanding facilitation, brainstorming and collaboration skills
Acute ability to assess and understand the data to “tell the story”
Understanding of the software development lifecycle and processes
Project management skills within Agile and Waterfall methodologies
Ability to manage multiple projects while coordinating efforts across a variety of functional areas
Ability to prioritize and organize effectively
Extensive knowledge of emerging digital trends and technologies
Ability to influence internal and external key stakeholders and build consensus
Ability to develop strong working relationships with peers and project members
Ability to provide leadership and direction to cross-functional and virtual teams
Ability to communicate with all levels of management and company personnel
Ability to make decisions and solve problems while working under pressure
Ability to drive results within a matrixed organization
Excellent written and verbal communications skills
Independent thinker
Self-starter
Education
BA/BS in Product Management Design, Computer Science, Human Factors or equivalent work experience
Related Work Experience Number of Years
Experience in designing or developing customer experience 8+
Project management experience 5+
Management experience 5+
WORKING CONDITIONS
Office environment