Director, Customer Experience Resume Samples

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C Robel

Christine

Robel

80261 Efren Lock

Philadelphia

+1 (555) 208 4112

80261 Efren Lock

Philadelphia

Phone

p +1 (555) 208 4112

Experience Experience

Houston, TX

Director Customer Experience

Houston, TX

Kub, Brekke and Graham

Houston, TX

Director Customer Experience

Foster a lock step relationship with the Process Excellence, IT and HR organizations creating a seamless, planned, process driven continuum between development, staging, production and support of applications and infrastructure
Take a lead role in providing strategic vendor relationship management with the top external business partners
Supports all aspects of Johnson Controls Operating System for world class sales excellence including sales models and supporting tool sets. These models and tools will allow Johnson Controls to be known as ‘one of the best companies to sell for’ and the “easiest company to do business with” in the industries we serve
Performs other duties and projects as assigned
Lead the CX Champion Community cohort and drive on-going CX initiatives
Be the voice of the customer for the business and the advocate of greater customer satisfaction
Ensure regular programmatic reporting on progress and impact

Houston, TX

Director, Customer Experience

Houston, TX

O'Hara, Harber and Gottlieb

Houston, TX

Director, Customer Experience

Partner with Sales VPs/Managers to develop opportunities to exceed milestone targets in select doors. Align with regional management to gain support
Take a lead role in providing strategic vendor relationship management with the top external business partners. Performs other duties and projects as assigned
Develop and execute on new metrics: NPS, CES, improve First Contact Resolution & CSAT
Manages a small team of individual contributors and provides oversight to ensure the completion of work in a timely and efficient manner
Manage the workspace; coordinating work space and creating an innovative and positive culture
Actively leverage a previously built professional network and affiliate network in the local community
Leads the development and management of program plans, critical path and key milestones

present

San Francisco, CA

Senior Director, Customer Experience

San Francisco, CA

Johnson-Lebsack

present

San Francisco, CA

Senior Director, Customer Experience

present

Provides customer service leadership with regard to all facets of operations analysis, performance management, and time entry
Work within a voice of the customer structure to interpret and action team member and customer feedback for improvement
Develops service policies, programs, and systems to support strategic direction
Partners with interdepartmental and field leaders to forecast, appraise, and report operating results in terms of performance against plan
Working knowledge of UltiPro applications a plus
Define trend setting performance metrics and drive team to meet those metrics
Monitors the expense process; establishes budgets and constraints to assure expense goals are met

Education Education

Bachelor’s Degree in Business

Pepperdine University

Bachelor’s Degree in Business

Skills Skills

Leadership and ability to function as a strong member of a highly motivated and integrated management team
Very knowledgeable of how to drive cultural change leveraging change management disciplines
Strong leadership, communication, and program management skills and have the ability to balance competing priorities in a very dynamic/fast paced environment
10+ years’ professional experience including 5+ years management consulting
Proven ability to influence change and advocate for change at all levels within the organization
Build strong cross-functional partnerships at multiple levels within the company
Demonstrate a working knowledge of customer service regulations, practices, and related technology
Global career mobility, professional development, employee recognition programs
Results and execution-oriented with ability to manage multiple large projects
Demonstrated ability to work effectively across organizational boundaries

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Director, Customer Experience Resume Examples & Samples

Define and communicate the Customer Experience vision by fully engaging with and inspiring direct reports and business leaders
Undertake an extensive program to build a first-hand understanding of the current customer experience as seen through shoppers' eyes, across all touch points. Overlay this with research insight to draw conclusions
In collaboration with General Managers, direct reports, IT & other relevant departments lead the efficient introduction of new propositions, while minimizing the disruption to the existing business
Play an ambassador role in developing a stronger customer experience mind set & culture within the business, ensuring that all employees are absolutely consistent in their understanding of what their contribution is to the customer experience
Communicate, coordinate and resolve issues that reach top level (President, CEO, Chairman). Timely response to escalated customer concerns

Director Customer Experience & Operations Resume Examples & Samples

Direct Sales, New Business, Underwriting, Administration and Service Functions
Overall responsibility for the processing of new business, underwriting, and policy administration of ScotiaLife’s business line, supporting integrated, multi-product, multi-channel, and multi-offer direct marketing campaigns
Lead and develop the sales and service team, coaching staff to provide exceptional service, contributing to the overall business objective of being an industry leader in customer satisfaction among customers of major banks and insurers in Canada
Provide direction on the effective resolution of customer inquiries and complaints, escalated by customers directly or via the bank branch network, or the Office of the President; ensuring that response standards are met, that senior management is informed as required, and that all federal and provincial complaint reporting is completed accurately and on time
Direct Operational Effectiveness and Oversight
Overall responsibility for building and managing effective long-term relationships with multiple external and internal partners and ensuring all processes and operational functions meet complex federal, provincial, bank and insurance regulations and industry requirements
Strategically improve the compliance processes used in the manufacture and distribution of insurance products for ScotiaLife. Deliver operationally efficient solutions to the business line and guide the development of applicable internal policies and procedures
Oversee business control measures for monitoring and reporting on adherence to service standards and procedures
Oversee operational audit functions, ensuring that effective processes and controls are in place. Pre-identify and mitigate risks by monitoring and implementing detective controls
Oversee the development and delivery of training material on various aspects of the business for ScotiaLife staff, including policy, procedures, privacy, product, regulatory changes, and systems training
Manage third-party outsourced relationships; regularly negotiate contracts and Administrative Service agreements; conduct compliance reviews and prepare compliance reporting to senior management as required
Identify, clearly define and mitigate the operational, financial and reputational risks associated with the ongoing management of the business, including service provided by partners and/or third party service providers
Collaborate with Legal, Compliance, Products, Finance, etc., in policy development and administration for risk issues, including the development and implementation of operational risk assessment processes
Ensure that ScotiaLife’s BCP plan is up-to-date, testing exercises and simulations and documentation are completed in accordance with bank standards and provincial/federal legislation and that communication is provided to staff, other bank units and external partners
Direct the Operational Technology Mandate of ScotiaLife, Direct Distribution
Lead, design, recommend and deliver system solutions for all product and operational initiatives for ScotiaLife, including new projects and ongoing application maintenance, as well as, new product and process initiatives, enhancements, and regulatory changes
Oversee operational/system reviews to identify gaps and areas where greater operating efficiencies, lower risk and improved profitability can be achieved
Prepare business case recommendations to obtain formal approval for funding requests, negotiating with systems service provider on overall budget and project schedules
Oversee and direct ScotiaLife’s Claims Function
Overall responsibility of the claims processing, adjudication, investigation, administration, and reporting functions, ensuring that operational, financial and reputational risks are mitigated
Oversee business control measures for monitoring and reporting on adherence to service standards and procedures, ensuring claims are administrated efficiently, accurately and timely, while maintaining integral claim files and reports
Ensure that claims administration is compliant with federal and provincial regulations, and is in alignment with industry guidelines and internal principals, practices, and policies
Provide direction on the management of claims and underwriting appeals and assist Legal Counsel with litigations, developing proposals on litigation settlement strategies for senior management approval
Provide strategic and managerial leadership and motivation to direct and indirect reports: developing, leading and coaching directly managed teams and project teams to support business objectives
Recruit, develop, and retain high-quality talent
Effectively execute all aspects of the Bank’s leadership resource management strategy through the cycle of resource planning, development and performance management
Provide strong leadership to motivate both individual and team performance and productivity
Evaluate performance against individual goals for promotion, staff planning and salary administration purposes

Director Customer Experience Operations Resume Examples & Samples

Continuous Improvement
Customer Delivery Operations / Tools & Technology
People management, leadership and management development
Other duties and projects as assigned
Advanced understanding of Customer Delivery tools and practices along with omni channel fulfillment
Ability to think strategically and respond tactically in a dynamic environment
Ability to manage a multi-functional team across in multiple locations
Strong customer centric approach to operations; strong change management skills
Ability to develop collaborative relationships through strong communication, influence, problem solving, negotiating and delivery track record
Ability to develop and communicate a clear and compelling stakeholder driven vision
Ability to anticipate problems and obstacles and provide timely communication and course correction
Understanding of supply chain and financial business processes including necessary principles of revenue recognition and sound effective control environements
Strong business process and analytical skills
Strong understanding and experience with operationalizing and monitoring customer and supplier contracts
University degree in Business or related field
10+ years of Customer Service leadership experience with experience in physical product, digital product and service organizations preferred
5+ years of experience in supply chain and financial business processes
10+ years people management and leadership

Director, Customer Experience, Collections Resume Examples & Samples

Main liaison between Billing, Credit, Collections, and CARE
Handles all Credit & Collection relatedExecutive escalations
Root cause analysis and potential process redesign
Responsible for evaluating all customer process and developing plans to ensure POSITIVE CUSTOMER EXPERIENCE
Ownership of audits and processes related to customer account activity including
Derogatory terms
Potential overcharging
Billing outliers
Develops and implements strategic plans for the department and markets the expertise of the departments as a collection resource
Manages usage of outside collection agencies and attorneys to control expense and collection costs. Determines to what extent litigation proceedings should be utilized; negotiates settlements where appropriate
Determines if records are complete to proceed for collection and/or litigation; determines most appropriate collection strategy considering size, age and type of account
Produces credit exposure reports, quarterly updates of credit exposure, credit-impaired transactions for the Credit Committee, and Board of Directors report
Manages corporate Credit & Collections staff which includes administration of performance appraisals, personnel selections, and recommendation of salary actions, transfers, disciplinary actions, and employee termination
Ensures compliance to all federal and state Fair Debt and Collection laws
Serves as department representative on credit-related committees and development projects
Develop annual department budgets and service charge-out methodology
Keeps up-to-date with information and technology affecting functional area(s) to increase innovation and ensure compliance

Director, Customer Experience Resume Examples & Samples

Interact and work with all levels of management
Analyze trending customer satisfaction results (Voice of Customer, Transactional Surveys, NPS, CSAT)
Lead the ideation, development, and launch of innovative customer experience plans
Create buy-in for Customer Experience internally and with external partners
Communicate improved Customer Experience benefits to customers, end users, and internal stakeholders
Build strong cross-functional partnerships at multiple levels within the company
Define Customer Experience success metrics and methods of reporting those metrics
Drive analysis of customer research efforts and use those outcomes to direct improvement recommendations
Influence and align cross functional stakeholders to an actionable plan for addressing Voice of the Customer by articulating a strategy for integrating customer feedback from multiple sources and effectively disseminating that data to the appropriate internal stakeholders
Act as an enabler for customer experience activities, delivering best practices, tools and guidance across the organization and work in close collaboration with other internal team partners to identify and prioritize customer experience projects
Champion the customer through all customer journeys, identifying their needs and expectations
Understand how each improvement initiative affects all touch points and ensure all appropriate stakeholders are aligned with the project
Establish strong cross-functional relationships in order to implement improvement initiatives
Establish and measure the success of each initiative through appropriate metrics and dashboards
Drive Internal employee focused Customer Experience support programs to drive a new and improved customer focused culture

Director, Customer Experience Resume Examples & Samples

Lead and implement strategic projects designed to increase the advocacy of Individual Lifes customers
Responsible for the design and execution of customer experience communications both internally to our function and the overall Individual Life organization
Develop and execute on a strategic plan to drive customer focused culture change across Individual Life
Manage and implement actionable programs to generate revenue and improve the experience of existing customers
Partner with leaders across the organization to successfully execute customer experience initiatives, oversee customer governance structure and identify opportunities that create value and build customer advocacy
Passion for improving our customers experience with Prudential
Excellent communicator with the ability to clearly and concisely articulate ideas, concepts and proposals
Results orientation with an ability to execute and deliver results in a timely manner
Demonstrated leadership potential with excellent inter-personal skills and collaboration abilities
Established experience leading strategic projects; preferably within customer focused environment
Demonstrated track record of leading project execution to drive desired business results
Ability to arrive at creative solutions and solve complex issues (including data analysis)

Director, Customer Experience Transformation Resume Examples & Samples

Primary responsibility for ensuring the smooth operation of the end-to-end elevations business process
Strong leadership, communication, and program management skills
Ability to balance competing priorities in a very dynamic/fast paced environment
Excellent meeting
Demonstrated ability to work effectively across organizational boundaries
PMP certification is highly desired but not required
Generally requires 7-10 years related experience

Director, Customer Experience Resume Examples & Samples

Drives the execution of CX programs as defined by the strategic plan and budget. Initial focus will be the deployment of the overall Net Promoter System (NPS)
Leads the development and management of program plans, critical path and key milestones
Creates senior executive readouts about program status, changes, and escalations
Manages enterprise-wide stakeholder identification, and partners with the appropriate teams to ensure implementation of the communications plan and strategy
Identifies, confirms, and obtains participation from required cross-functional teams. Ensures team clearly understands roles and responsibilities for the duration of the program
Ensures management of work stream interdependencies
Acts as a Customer Experience and NPS Champion and Advocate
Drives the awareness and implementation of key program goals, objectives, and success criteria with key stakeholders and core team
Identifies and analyzes areas of risk, and establishes contingency plans. Identifies trigger events and assumes responsibility for initiation of corrective actions
Manages escalations requiring leadership decisions to reduce impact on program progress
Reviews and forecasts program financials. Manages requested changes to a program that will significantly impact time/scope/budget
Potential travel required
Demonstrated commitment to customer centricity
Strong leadership, communication, and program management skills and have the ability to balance competing priorities in a very dynamic/fast paced environment
Excellent planning, prioritizing and organizational skills required
Excellent meeting facilitation, planning and management skills required
Proficient with PowerPoint, Excel, Word, and MS Project
Cable industry experience is highly desired but not required
Bachelor's Degree or Equivalent
PMP is highly desired but not required
Generally requires 13 plus years related experience

Executive Director, Customer Experience Resume Examples & Samples

Customer product interactions (X1 Platform, Xfinity Home, Communications, and Commercial)
Symphony efforts with NBC Universal, Spectacor, Fandango, and others
Partner with T&P Platform team to create and maintain a real-time Big Data environment to support our data and operational needs
Identify and prioritize data needed to be leveraged by employee and self-service channels to personalize customer experiences
Partner with Journey teams to help map journeys and couple individual data and interaction events to these journeys
BA/BS in Business or a related subject with 10 plus years work experience in a related field, MBA preferred
Previous experience managing teams, project management, and/or change management
Demonstrated record of effective deployment, training and coaching
Strong analytical skills able to interpret data and obtain actionable insights
Skilled communicator uses business tools to convey complex ideas effectively
Has experience managing teams within a business operating at a global scale
Is an inspiring and effective leader
Enjoys traveling (including driving) and meeting new people

Director, Customer Experience Resume Examples & Samples

Provides customer service leadership with regard to all facets of operations analysis, performance management, and time entry
Directs and participates in planning activities related to the preparation of operating budgets and forecasts of operations
Partners with interdepartmental and field leaders to forecast, appraise, and report operating results in terms of performance against plan
Develops service policies, programs, and systems to support strategic direction
Consistent exercise of independent judgment and discretion in matters of significance
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary

Director, Customer Experience Resume Examples & Samples

Direct marketing efforts leveraging dedicated Cox Automotive resources, customer success, revenue operations, and marketing teams
Build strong working partnerships within the Cox Automotive organization to accelerate growth and expand customer reach
Engage with executive leadership to communicate the vision and roadmap
Manage the workspace; coordinating work space and creating an innovative and positive culture
Proactively work in conjunction with other team members from Flexdrive on internal communications; work with internal communications teams, updates and external announcements
Development, budgeting and continual refinement of the customer experience strategy
Creation of key performance metrics to measure customer experience and brand awareness, capturing customer behavior, analysis of results, and development of cross-departmental recommendations
Design, communicate, maintain and continually optimize departmental processes that address business needs and that ultimately yield an excellent and brand-appropriate customer experience
Demonstrate and foster a sense of urgency and entrepreneurial commitment to achieving goals
Identify and manage relationships with third party agencies as required
Lead and manage the customer support team

Executive Director, Customer Experience Resume Examples & Samples

Partner with development, design, and business teams
Work collaboratively with other CX teams, including strategy, analytics, and process design to prioritize work
Set expectations about the experiences and measure effectiveness
Advocate for customers and the experiences being developed

Director, Customer Experience Resume Examples & Samples

Develop & improve end to end customer journey
Develop & execute end to end self-service for customers and identify gaps and opportunities in customer journey & fix/build them
Proactive Customer Expectation Management & Branding, transition from reactive to pro-active communication cadence
Develop and execute on new metrics: NPS, CES, improve First Contact Resolution & CSAT
Leverage PR, Bloggers, Citizen Reporters to create positive image of FP CEX
Conduct continuous review of competitors & disruptors for upcoming trends
Own, Define & Execute Omni-Channel Agent Experience to drive CEX
Develop & improve end to end agent journey (OBE, TMS, Compass, etc.)
Build a close-loop feedback process with pilot teams across the globe
Improve CEX through Continuous defect reduction & automation
Defect Reduction across all processes, Training & Development, and complete re-vamp training program & specialize it by sales & service
Automation of Standardized Process including Self-Service
Decrease training cycle to 2 weeks through innovation & technology
Work closely with all COEs and Support Org to deliver ORM Plan
PAAQ Team Optimization through Defect Reduction & Automation
Other Ad-hoc projects as assigned
Expertise in dealing with internal operations and business relationships; the ability to analyze problems and use mature judgment
Experience in process automation, and Multilingual /geographical customer service
Online operations leadership experience
Process change management, project and program management, and strategic planning
Demonstrate strong, problem solving, project management, communication, organizational, time management, and multi-tasking skills
Leadership and ability to function as a strong member of a highly motivated and integrated management team
Ability to build and maintain a successful operating infrastructure in a 3rd party service oriented setting that sustains and promotes company growth
Strategically able to develop and execute action plans for high performing industry

Director, Customer Experience Personalization Resume Examples & Samples

Effectively partner across the organization, gaining support to adapt and personalize our product and self-service experiences including
Employee-customer interactions (Agents, Technicians, Xfinity Stores)
Self-service customer interactions (Comcast.com, Mobile, IVR, Set-top Box)
Sets new product vision and strategy for proactive messaging, alerts and recommendations that impact how we engage customers and improve experiences (digital self-service, product usage, and customer support interactions)
Identify leading customer experience indicators and data sources
Define product and process use cases that improve customer experiences to drive brand loyalty and operational efficiency
Product owner to technical teams that build and operate our customer experience big data platform and services
Manage a team of product evangelists and business analysts
Evangelize Personalization capabilities that enable smarter customer, workforce and business communications
Knowledge of Comcast organization, people, products, technologies
Experience in a product development organization, job fit in a fast-paced start-up environment
Strong consulting, presentation and facilitation skills that drive decisions and win/win solutions
Proven success orchestrating significant improvements and change in complex political, social, and technological work environments

Director, Customer Experience Resume Examples & Samples

Bachelor's degree in the area of business, communications, marketing or related field
At least 10 years professional experience is required
Sound understanding of marketing principles, CRM, Customer Experience and customer improvement processes
Prior experience on a marketing-based team preferred
Strategic and visionary thinker with extensive program management experience to drive cross functional customer experience improvement programs
Ability to influence and enact change by working within and across a large, de-centralized organization
Ability to lead and manage cross-functional teams without a direct-reporting relationship
Ability to grasp business implications of analytic and market research data
Creative and innovative thinking
Strong facilitation skills
Excellent project management skills and ability to lead projects, both at a strategic and tactical level
Excellent written and verbal interpersonal and communication skills
Excellent knowledge of ACS business and customer facing business processes
Consistent ability to meet deadlines in a fast-paced environment
Energetic and organized self-starter
Strong customer-service orientation and positive, can-do attitude
Ability to foster a cooperative work environment and to freely give and receive feedback
Ability to balance multiple priorities and projects and meet deadlines
Experience with tools and reporting to measure and evaluate Customer Experience
Familiarity with customer experience mapping and Voice of the Customer programs
Familiarity with human-centered design
Market Research experience desired
Travel will be limited (5-10%)

Executive Director, Customer Experience Resume Examples & Samples

Customer Insights / Tools
Solutions oriented-ability to think fast and move quickly to find the right offerings that will meet customer needs
Makes sound, logical, and data-based decisions on complex issues and problems, fully considering the risks involved
Acts as a catalyst and engages the team through his/her enthusiasm and excitement about the business and opportunity
Ability to communicate the higher-level business and strategic goals of the organization to the external clients and partners
Excellent problem-solving skills with the ability to pragmatically evaluate commercial concerns and customer/partner needs
Exceptional ability to plan and manage at all levels both strategic and hands-on operational levels
Consistently meets or exceeds goals; conveys a sense of urgency and drives projects to closure
Ability to exercise independent judgment and discretion in confidential matters of significance
Enthusiastic, dynamic, high-spirited, and collaborative; ability to influence across departments within an organization
Relentlessly positive and optimistic, yet balanced
High level of integrity, both personally and professionally; respectful of others; leads by example
Generally requires 7 plus years related experience
Bachelor's Degree in Business, Engineering, or related field or equivalent (Master's degree is a benefit)
3 plus years' experience with Business Operations (Finance, Portfolio or Program planning)
1 plus years of experience supporting change initiatives in an organization and/or marketplace
2 plus years' experience with disciplines and tools which help drive continuous improvement
Possesses outstanding communication, strong analysis, critical thinking, and problem-solving skills with proven track record
Knowledge of Comcast Business technology, organization, people, processes, culture, and systems
Strong understanding of iterative development, incremental delivery and the value of how to design and calibrate KPIs that promote organizational and execution improvements
Proven success engaging stakeholders in continuous change and workflow improvement
Experience with toolsets used for data analysis, tracking organizational changes and their impacts, and/or experience administering work/task management tools
Ability to understand and support business operational functions

Associate Director, Customer Experience Resume Examples & Samples

Technical mastery of process improvement methodologies, specifically Six Sigma and Lean tools including DMAIC and DFSS and Customer Centred Design principles
Strong use of consulting/diagnostic tools to provide ideas and areas for improvement
Strong ability to coach through project completions and strong influencing skills across all levels of the organisation
Strong business acumen and ability to interpret financial data, with excellent facilitation skills, including ability to coach on facilitation, and expertise in process management
Strong communication skills and ability to adapt communication styles to specific audiences
Project and change management execution skills, underpinned by strong IT skills, especially Minitab, and including MS Project, MS Visio, advanced MS Excel
Tertiary qualified with minimum Lean Six Sigma Black Belt certified, Lean Six Sigma Master Black Belt certified highly advantageous
Solid direct experience with demonstrated success and financial results leading Lean Six Sigma transactional, manufacturing and other process improvement projects to deliver customer experience outcomes
Direct experience in using consulting and diagnostic techniques to understand business issues and recommendations for improvement
Proven experience as Lead Instructor to train Black Belts and/or Green Belts using participative learning principles for adults is highly desirable
Leading large change projects and implementing process change outside your direct sphere of management control; and
Developing and implementing new business metrics and reporting, coaching / mentoring, and training delivery experience is desirable

Director, Customer Experience Resume Examples & Samples

Plan and Execute CRM and Digital customer experience programs in partnership with business team leaders
Lead the creation of digital context and content needed to drive successful CRM and Digital Marketing Programs and address unmet needs aligned with business objectives including consideration, trial, preference and loyalty
Work with Marketing Analytics and Business Insights team to analyze program results to identify actionable insights as the basis for recommendations to continuously improve performance
Support the end-to-end development of online creative by partnering and educating brand teams on the needs of the patient, opportunities to improve the customer experience, and the implications for the creative brief, direction to agency and creative assessment
Adopt new and existing processes and capabilities to create value based on customer insight (consumer, health care professional, payer, and provider) that positively differentiates the brand and company from the competition
Help direct program content and tactical alignment to the Consumer and HCP journey and ensure that programs are approached both strategically and tactically to the priority business leverage points
Support Program Management as needed to keep projects on schedule
Lead brands through the business requirements needed to activate targeting and testing on AbbVie’s marketing automation platform
Support strategies and oversee execution of SEO and tagging with agencies Training/Development: Partners with internal training to identify and define appropriate CRM and Digital programs that require focused training and pull through
Leadership – rallies others to a common vision, bring together various groups/individuals and leverages their diversity and differing views, creates an environment of autonomy and entrepreneurship
Strong Communicator with ability to effectively package initiatives, milestones, achievements and outcomes into communications for different audiences
Strong business acumen with proven ability to identify, address customer needs, align strategies and tactics, make the best use of digital channels
Strong facilitation skills to drive collaborative solutions in a highly matrixed organization structure, gather feedback, and provides follow-up on how it will be addressed through solutions
Strong written/oral communications
Strategic thinker who can see the big picture opportunities for the business, and works with other subject matter experts to link capabilities to best meet these opportunities

Assc Director, Customer Experience Resume Examples & Samples

Build relationships across Optum teams, align on enterprise goals, secure capital investments, etc
Partner closely with key technology partners such as Optum Infrastructure and Contact Center Services to ensure total alignment and flawless execution
Serve as domain owner for critical telephonic capabilities such as Natural Language IVR, Virtual Hold, Conversation Manager and Voice Biometrics
Address specific gaps within our existing environment hindering critical experiences such as Authentication, Containment and Personalization, in an effort to drive efficiencies and grow Net Promoter performance
Bachelor’s Degree or equivalent work experience
2+ years of experience designing customer experiences
2+ years of experience communicating strategic ideas / solutions both verbally and in written format
1+ years of experience conducting financial analysis and cost / benefit outcomes
Intermediate experience in MS Word, Excel and PowerPoint
Contact center experience (operations)
Prior knowledge and experience with contact center technologies and capabilities (IVR, Telephony)
People leadership experience

Director, Customer Experience Resume Examples & Samples

Design and implement a worldwide self-service/multichannel customer experience relationship programs including engagement plan and action planning processes and measurement through business scorecards and executive dashboards. Share best practices across business units and leverage external benchmarks
Design and develop alternative listening posts to enable deeper connection and understanding of customer preferences. Establish strategy and cadence for customer focus groups. Create customer advisory councils and define executive level engagement strategies
Collaborate with and leverage from similar work being performed within BMS (e.g. commercial, corporate affairs) and externally
Accountable for Medical Information Online (MIO) platform, specifically in identification and implementation needs assessment to further support our customers
Manage a portfolio of initiatives to deliver improved customer experience outcomes. View all activities with a process orientation driving efficient, measurable, robust and repeatable processes
Execute process to measure customer experience maturity for Medical and business segments. Develop plans to improve multi-channel capabilities based on gaps to a defined world-class framework
Establish a global Medical Customer Experience Leadership Team. Develop goals and facilitate meetings to be productive, collaborative and action oriented. Champion best practice sharing across Medical
Establish and deliver on self-service/multichannel key performance indictors (KPIs)
Provide a thorough, detailed and evolving understanding of customer experience that supports Medical Capabilities excellence. Provide thought leadership to the business units and markets. Champion self-service/multichannel concepts and examples of success to senior leaders in all aspects of the business
Foster a lock step relationship with the Commercial, Medical IT and Medical Capabilities creating a seamless, planned, process driven continuum between development, staging, production and support of self-service and multi-channel infrastructure
Take a lead role in providing strategic vendor relationship management with the top external business partners. Performs other duties and projects as assigned
Strategic: Ability to distill and synchronize various data sources to develop fact-based and strategically sound recommendations for the business
Motivational: Ability to enroll, energize, and enable a multifunctional team behind the customer experience strategies and digital engagement. The ability to handle complexity and numerous priorities/projects, lead by influence across the organization, and build support behind the strategies and proposals
Risk: Willing to lean forward and in an agile approach pilot, test, fail, and pivot to deliver outstanding experiences
Collaborator: Demonstrated ability to pull from and leverage diverse thinking, ideas, and viewpoints from across the business to build an optimal solution / approach
Expert: Ability to understand a business and how to deliver a customer experience that will drive business strategies, while understanding customer experience, associated technologies, and the process of defining and delivering against an optimal customer journey
Team: The organization has a strong team culture. A successful candidate will embrace the idea that success as a team comes first (and is most rewarding). Develop strong, collaborative partnerships between the team and multiple business units based on trust and value added
US Citizen
Bachelor’s degree required; MBA or PharmD degree preferred
8-10 years of experience managing customer experience and/or self-service/multichannel programs
Prior consulting experience preferred
Strong project and change management skills required
Strong business acumen with knowledge of the evolving healthcare landscape
Demonstrated experience managing suppliers/agencies and coaching direct reports
Demonstrated ability to collaborate across a multifunctional organization and lead by influence
Fluent in English both written and spoken
1604738

Director Customer Experience Resume Examples & Samples

Design and implement a customer experience relationship program including global customer survey, world class loyalty models and predictive analytics, action planning processes, communication and role-based reporting through business scorecards and executive dashboards. Share best practices across business units and leverage external benchmarks
Establish targeted feedback mechanisms beyond surveys to address critical business transactions (ordering, delivery, invoicing, etc.). Define predictive measurement systems for key interactions with customers to enhance the customer experience through the entire business cycle
Design and develop alternative listening posts to enable deeper connection with our customers and strengthen relationships as part of our account management strategies. Establish strategy and cadence for customer focus groups. Create customer advisory councils and define executive level engagement strategies
Execute process to measure customer experience maturity for the enterprise and business segments. Develop plans to improve capabilities based on gaps to a defined world-class framework
Design and implement a scalable enterprise recognition program for customer experience that can be deployed at the business segment
Partner with the Business Units to deliver on enterprise customer experience plan and roadmap. Proactively drive collaborative relationships with peers in the business units
Chair the global Customer Experience Leadership Team. Develop goals and facilitate meetings to be productive, collaborative and action oriented. Champion best practice sharing across the enterprise
Supports the work of the Commercial Leadership Council comprised of appropriate ELT level executives of these programs and keeps them up-to-date at all times with the latest program and process information
Establish and deliver on enterprise customer experience key performance indictors (KPIs) for designated programs
Provide a thorough, detailed and evolving understanding of customer experience that supports commercial excellence. Provide thought leadership to the business units and corporate management. Champion customer relationship management concepts and examples of success to senior leaders in all commercial aspects of the business
Foster a lock step relationship with the Process Excellence, IT and HR organizations creating a seamless, planned, process driven continuum between development, staging, production and support of applications and infrastructure
Take a lead role in providing strategic vendor relationship management with the top external business partners
Supports all aspects of Johnson Controls Operating System for world class sales excellence including sales models and supporting tool sets. These models and tools will allow Johnson Controls to be known as ‘one of the best companies to sell for’ and the “easiest company to do business with” in the industries we serve
Partner with various stakeholders on Marketing and Digital Communications requirements (e.g. tools and systems)
Performs other duties and projects as assigned

Director, Customer Experience Resume Examples & Samples

7 years of increasingly accountable leadership roles in developing and executing on customer/client experience strategies in B-to-B, B-to-C or B-to-B-to-C companies, leading product management, leading six sigma change initiatives, strategy/management consulting and/or product commercialization efforts
Six sigma master black belt or black belt
Established and operated voice of the Customer programs (collecting feedback, analyzing, reporting, customer follow-up, insights on what actions are needed)
Part of a dedicated, customer experience organization that drove improvements
Very knowledgeable of how to drive cultural change leveraging change management disciplines
Has effectively shown linkage between employee and customer satisfaction

Director, Customer Experience Analytics Resume Examples & Samples

Minimum of 7-8 years of experience in relevant quantitative/analytical leadership positions
Extensive experience in developing and managing a team of managers and analysts to develop new organizational capabilities
Proven track record of consistently meeting and exceeding performance goals
Minimum 3-5 years of experience using statistical and analytical methods to solve complex business problems
Bachelor degree required
MBA, MS in quantitative disciplines (mathematics, engineering, statistics, finance, economics) preferred
Previous work with responsibility for influencing and improving the customer experience is preferred
Experience in call centers operations and/or consumer behavior is strongly desired

Director, Customer Experience Resume Examples & Samples

Lead Insights Program
Create and optimize the 360̊ customer feedback program
Develop research objectives, methodology & instruments
Direct internal and external resources to deliver on-time and on-budget
Lead statistical analysis to draw strategic implications from feedback data
Steward a disciplined, center-led process to funnel all custom market research and product testing through the Center of Excellence
Present research-based strategies and recommendations to Senior Leadership
Business Consultant
Guide cross-functional business leaders as a representative of the customer experience to align customer messages and experiences based on insights
Business Process Engineering
Influence without formal authority across functions in partnership with other WVO Centers of Excellence to optimize insight-driven business processes
Lead stakeholder engagement and change management efforts to capture value for WVO through modified business processes
Facilitate cross-functional collaboration meetings to develop strategies, role sort and hold interdependent stakeholders accountable to deliver outcomes
Partner with Learning & Development to equip field leaders and associates to successfully implement customer engagement strategies
Support other organizational initiatives as required

Associate Director, Customer Experience Resume Examples & Samples

Responsible for assisting Senior Director or Director in leading/coaching a team from Customer Relations to ensure that the respective revenue goals and service level thresholds are met
Responsible for new employee onboarding as well as ongoing education and coaching to train and motivate staff to manage and maintain licensee base in order to maximize revenue and provide superior service to our licensees
Responsible for maintaining staff skill set inventory including identifying gaps and opportunities for staff
Analyze and evaluate the results and effectiveness of staff and related work from departmental wide return on investment (ROI) perspective
Monitor staff presentations and communication techniques, product knowledge and selling/educating techniques
Utilize available technology to assist in the recording and archiving of telephone calls to be used in training and coaching sessions
Responsible for assisting in the management and administration of licensees including managing a caseload of special interest or sensitive customers as well as intervening and handling difficult customer communications
Develop and coordinate team meetings and training activities
Facilitate adherence to prescribed change management practices
Recognize outstanding performance including identifying team members with high potential and recommend opportunities for growth with corresponding development activities
Perform other duties and projects as needed
Directly supervises departmental employees
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards
Exceptional communication skills including ability to listen, write and speak effectively including presentation skills
Strong interpersonal skills; ability to establish good working relationships internally and externally including strong negotiation and conflict management skills
Exemplary planning and organizational skills, along with a high degree of detail orientation
Highly motivated self-starter who takes initiative with minimal supervision
Innovative problem-solver who can generate workable solutions and resolve issues
Flexible and adaptable to manage multiple priorities, assignments and tasks in high paced environment including the ability to manage and adapt to change
Personable professional whose strengths include cultural sensitivity and an ability to build rapport with a diverse workforce
Contact center knowledge and best practices including customer relationship management (CRM) experience such as Salesforce; fluent with Microsoft Office Suite

Director Customer Experience Resume Examples & Samples

Lead the CX Champion Community cohort and drive on-going CX initiatives
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
Significant senior level experience of leading customer experience programme in global service organisation and with demonstrable positive impact resulting in increased customer satisfaction
Good project management skills
Good presentation skills & confidence
Change orientated
Good understanding of the education sector (preferred)
Experience of adhering to a well-known international brand
Bachelor’s degree; MBA (preferred)

Director Customer Experience Resume Examples & Samples

Release Management
IT Experience 10 years or Hospital IT Experience 5+ years
Customer Service 10 Years

Director, Customer Experience Resume Examples & Samples

10+ years’ professional experience including 5+ years management consulting
Considered a customer experience and technology subject matter expert including omni channel design, mobile and digital solution applications, requirements development, agile development, user experience, technology and service optimization
Proven business development and new client sales experience with solutions (not technology products)
Entrepreneurial spirit with experience building and/or managing advisory services’ practice
Demonstrated success in a matrixed and consultative selling environment
Demonstrated experience crafting and implementing strategic business and technical solutions to meet complex business challenges and customer needs
Digital commerce experience preferred
Degree from a globally reputable university in information management, engineering, and/or business. Master’s degree a plus

Director, Customer Experience Resume Examples & Samples

Client Development
Cultivate new and existing client business development opportunities with an annual consulting revenue target minimum of $1 million
Significant generation of weekly prospecting/networking activities (events, meetings, phone calls, emails) in the pursuit of new client acquisition and brand awareness
Originate and manage business development opportunities and sales cycle with prospective clients
Actively leverage a previously built professional network and affiliate network in the local community
Actively participate in relevant business and industry organizations
Excellent understanding of client’s business needs turning those goals into concrete projects and detailed proposals
Participate and lead the development of proposals, work plans, pricing estimates, and risk assessments for project prospects
Effectively partner with the Business Development and Marketing team to lead and drive marketing campaigns
Practice Development
Ability to create effective go-to-market strategies while driving the development/enhancement of WMP’s methodologies, best practices and approaches to client delivery
Ability to lead, mentor and grow consultants and actively participate in the performance management process
Participate actively in the recruiting process for additional practice managers and consultants
Entrepreneurial desire and selflessness to give your time, energy, and passion to growing the firm’s culture and our people both inside and outside of office hours
Client Delivery
Deliver to our clients’ customer experience consulting services as it relates to transformative capabilities in the four different lenses (people, process, technology, strategy)
Participate and lead engagements by communicating and reporting project status to C-level executives and IT management, including budget, risks, issues, etc
Report project budget and finances both internally and for clients
Mentor and manage teams of younger consultants to ensure quality of delivery and to keep projects on time and budget
Quickly respond to client requests for immediate issues while also being able to take on the accountability of driving projects to completion
Analyze each client's specific request and determine the underlying problem and recommend proper solutions
A BS degree in Business Management, Computer Science, Marketing or equivalent; a Master’s degree is preferred
8+ years of professional services consulting experience
Must have relevant experience and familiarity with contact center strategy, business processes, telephony infrastructure, CRM, performance management, people development, and operations preferably in healthcare, financial services and utilities. He/she should also have experience working with clients to create financial models and develop risk mitigation approaches and strategies to help them manage investment risk, and promote strategies to justify investments and solutions
Strong business development and an active professional network of relevant executive-level contacts in the local market
Membership and visibility in relevant professional organizations
Publication in designated area
Strong project management methodology background, including schedule, scope, issue and risk management experience, change management, strategic planning and analysis
Industry designated certifications is a plus
Excellent organizational, verbal and written communication skills
Strong communication skills to be able to work with clients and comfortably present to C-level executives
Ability to travel a minimum of 50%+ is required

Senior Director, Customer Experience Resume Examples & Samples

Provide overall leadership of the customer experience program for legal division through development and execution of current and future strategic plans
Be the evangelist for the company and assert the right layers of management across the organization to ensure customer experience is top of mind
Create and execute processes to identify general themes, measure, prioritize actions and improve customer experience
Drive the operating rhythm and ensure that business unit action teams meets regularly to develop and monitor plans
Oversees development of communication plan to support program objectives. Communicate key internal themes and activities and supply metrics and evidence of progress as input to external activities
Drive employee engagement and involvement
Develop and track key metrics to measure customer experience and employee engagement in a meaningful way that connects efforts to revenue performance
Drive new thinking to improve customer experience, leveraging existing knowledge, experience and business needs. Introduce processes and tools to deliver winning results for customers and help drive the business
Teach and evangelize the Customer Excellence strategy and its benefits to business teams
Work in conjunction with the Customer Experience & Insights team to ensure that all relevant insights are incorporated into the customer experience plan and available to the business action planning process
Synthesize multiple data points and research inputs to develop conclusions and actionable recommendations
Leverage technology to integrate customer feedback into closed loop process
7+ years experience in designing and implementing customer experience programs. Experience includes translating and connecting customer and business insights to develop effective customer experiences and/or communications
Excellent interpersonal and relationship skills. Ability to collaborate with internal cross-departmental teams to drive solutions and manage executive level relationships
Excellent communication skills: written, oral, and presentation
Strong analytical, technical, and project planning and management skills
Recognized as having outstanding creative, sales, collaborative, organizational, and problem solving abilities
Experience working effectively within a matrix, mission orientated, and diverse business environment
Bachelor's degree in business, marketing, communications, public relations or related field, Master's degree with marketing emphasis preferred

Director, Customer Experience Resume Examples & Samples

Work across a team of product managers, marketers, designers, technologists and service teams to review and drive the end to end customer experience
Drive interactions across a wide segment of users: our customers, prospects, beneficiaries, advisors and employers
Identify and prioritize experience points based on materiality of interaction
Hands-on skills where you can think and do. If you are not hands-on, this role is NOT for you
Real experience getting things done vs. high level strategy and theoretical customer journey maps
Deep insights into customer engagement with an eye for the core objective of each interaction
Manage multiple projects at any given time

Director, Customer Experience Resume Examples & Samples

Partner and collaborate with senior leadership to promote growth strategies and manage costs, especially as they relate to building an exceptional customer experience
Direct the development of non-utility customer experience strategy, including collaborating with other departments to determine internal and external process improvements designed to enhance the client experience
Identify and develop plans to introduce customer experience best practices in all stages of the customer experience lifecycle, including the introduction of new tools and technologies that serve to enhance and automate business processes as well as deliver better service to customers
Provide direction, guidance, and approval for recommended staffing levels, skill requirements and other capabilities for both internal and external resources needed to deliver high-quality, competitive and profitable customer service and revenue management activities
Drive processes to identify and correct gaps in the client's experience based on direct and indirect customer feedback
Direct the implementation process and technical system improvements
Assess the effectiveness of the client experience team and vendors, including setting, tracking and reporting key performance metrics
Own third party contracts that are providing service to WGL Energy for customer experience purposes and is the overarching vendor manager for those suppliers
Collaborate with non-utility Mass Market Sales and Marketing to ensure that all customer experience-related initiatives are aligned and delivering customer value, including changes in web functionality, changes in products or solutions, and changes to target markets or customers
Direct non-utility billing and collections efforts to achieve accurate and timely billing and revenue collection from customers and through utility programs
Identify and implement financial best practices to improve billing and collections tracking, reporting and alignment with corporate financial processes
Provide overall direction to the team, and provides leadership support in enabling change and improvement where required
Minimum of 10 years of business experience, inclusive of demonstrated leadership to managers, supervisors, and professional staff
Experience in, or working with, a call center environment preferred
Experience with billing, collections and other revenue-related financial tools and processes
Demonstrate a working knowledge of customer service regulations, practices, and related technology
Experience evaluating business processes and implementing changes preferred
Demonstrate experience and success with leading change, inspiring teams, and managing vendor relationships
Proven ability to influence change and advocate for change at all levels within the organization
Proven ability to use computer software and applications, including Microsoft Office, to share, retrieve, research and present business information
Demonstrated ability to establish rapport and effective working relationships with business partner, supervisors, subordinates, and peers
Demonstrate the capacity to work independently and with dual reporting lines
Demonstrate an ability to present ideas logically and concisely to diverse audiences, both verbally and in writing
Demonstrate the capacity to lead and inspire a diverse team, manage projects, work effectively with other functional areas

Senior Director Customer Experience Resume Examples & Samples

This position reports to VP Strategic Marketing PMT and VP Customer Experience Excellence at Corporate
Responsible for definition and execution of Total Customer Experience (TCx) Strategy across the GBEs (Gold Business Enterprises) and related functions in PMT
Ensure PMT input and contribution to the definition and maintenance of Corporate TCx Implementation Framework
Responsible for definition, maintenance, and implementation of the PMT deployment methodology
Develop and execute the PMT Global Customer Care strategy in alignment with Business Leadership and a One-PMT mindset
Deliver world-class customer care through a set of channels incl. operations, call center, web, etc
Direct management of a global leadership team across businesses responsible for various front office and back office administrative and customer care activities
Develop and conduct TCx maturity assessments in PMT and join the TCx Corporate Council in assessments of other SBG
Responsible for TCx knowledge sharing across PMT and the Corporation
Drive TCx employee and leadership engagement plan across PMT
Facilitate the development and communication of TCx change initiatives, serving as a change agent with the PMT leadership team and employees
Partner and coach with Customer Business teams, GBEs, HR, IT in driving key improvement initiatives as part of TCx implementation
Responsible for definition and delivery of TCx learning programs
Responsible for SBG TCx reporting and communication to Corporation
Bachelor’s degree in Engineering, Business or Marketing
Minimum of 5 years in a Business, Customer Management, or Sales role
10+ years of cross-functional Engineering, Sales, Customer Management, Marketing experience, Customer Service
Prior participation as an active member of deployment of any HOS enabler (HOS, VPD, FT, HUE)
Excellent teaming and interpersonal skills
Project management experience skills
Results oriented with history of getting breakthrough results
Ability to communicate TCx principles to all levels, internal and external, technical and non-technical
Ability to develop strategy and translate into actionable plans & drive change through influence
Strong analytical / problem solving skills
Ability to motivate and energize others, to think analytically and critically
Change agent, constantly challenging conventional thinking, approach and methodology
High energy, positive "can-do" mindset
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status

Director, Customer Experience Resume Examples & Samples

Develop initiatives to proactively impact effective merchandise strategies within POS environment
Develop and distribute seasonal merchandising strategies as well as mannequin directives to ensure global consistency across retail partners
Partner with Tory Burch Training and Development teams to provide consistent PK and brand reference tools
Partner with Director of Planning to monitor regional door productivity and profitability across family of business. Develop strategies to address risk / maximize opportunities
Monitor product penetration guardrails across region and client to determine opportunities for expansion/contraction
Partner with Sales VPs/Managers to develop opportunities to exceed milestone targets in select doors. Align with regional management to gain support
Partner with Tory Burch Store Design team to develop shop/caseline environments that align with global design concept while maintaining wholesale commercial needs
Develop and maintain the annual capital expenditure budget, sales support cooperative budget, contracted sales support budget
Formulate shop rollout and update strategy across families of business to align with division LRP. Negotiate prime real estate as well as associated cost responsibility with retail executive partners
Maintain strong relationships with key retail partners (Regional VP's, Retail Directors, and DMM/GMM's) to ensure alignment with brand standards and objectives
Liaise with Tory Burch DTC field team management to determine regional/market opportunities/trends with goal to better service clientele
Develop PR initiatives across retail partners in conjunction with yearly budget and brand initiatives. Partner with Tory Burch PR team to execute. Partner with Tory Burch Marketing team to execute key big ideas within the retail space
Provide Tory Burch Merchandising Directors with macro product feedback, competitive selling references, and opportunities to impact business
Lead and inspire the field sales team through consistent review of their market rotations, store feedback, and business performance
Develop direct reports to maximize their efficiency and effectiveness - through relationships with RMM's and Store Management
Lead through regional management team to develop broader understanding of business needs. Clearly articulate this information to Directors/Managers of Sales
Partner with Sales Directors/Managers to develop rotation for AE's regional travel to impact understanding of business needs and competitive environment
Partner with Director of Planning to develop field team's understanding of key financial metrics appropriate to their role
10+ years of experience in wholesale field sales
Relationships with department store regional field executives and merchant executives
Significant management experience of national team
Strong proficiency in key retail metrics
Ability to lead projects through influence; ability to work across functional teams to achieve shared goals
Efficiency in budget management
70% travel required

Director, Customer Experience Resume Examples & Samples

Customer Experience Strategy:Conceive, design and drive customer experience strategy across BI (Primary Care Business), ensuring alignment with brand strategies. Define needs to internally to drive a customer-centric culture. Identify what business decisions need to be made to drive business imperatives and alignment to customer experience strategy and enroll head of CX to bring through leadership governance teams
Execution: Enable execution of the customer experience strategy; strive to ensure that every customer segment receives a positive experience across multiple touch points (Personal, online, mobile, call centers, etc.)
Influence marketing communications, sales models, internal process that ultimately impacts interactions between BI and its various customers. Advocate for quality of marketing, selling and medical exchange across all touch points that BI has with customers. Prioritize initiatives and projects so that BI is focused on products, initiatives and services that have the greatest impact in customer driven growth. Guide commercial teams in their efforts to design customer journeys and incorporate design-thinking methods for program innovation and decisions. Ensure the approaches are data driven. Communicate effectively to convey a clear understanding of the unique needs of different audiences
Measurement: Set measurement strategy and metrics impacted across all areas of the organization (Primary Care, Market Access, A&I, HP Operations, Support Functions). Define, track and report operational metrics. Assess and deploy the CX Maturity models appropriate for BI and ensure that the final measurement plan is simple but actionable
Culture: Lead the Primary care marketing teams, in developing the culture, structure, and processes to apply foundational and cutting-edge customer experience strategy and design methods in a sophisticated, consistent, and effective way. Collaborate with digital COE to innovate use of digital touch points in creating exceptional CX. Lead the collaboration across various BI functions to ensure customers receive a holistic experience; enable various groups to have influence and a voice in activating customer experience. Take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Create accountability and ownership of the customer experience at all levels of the organization. Cultivate innovation allowing for new and better ways for the company to be successful
People/Resource/Budget Management:Lead and oversee the following individuals within the CX department: Strategy & Standards, Insights & Analytics, Culture and Internal Readiness
Empower management of team members to lead strategic initiatives and take responsibility for shaping the direction and focus of future CX priorities. Coordinate group efforts through formal meeting of CX Working Groups. Recruit, develop and retain strong experience and design leaders and individual contributors to execute consistently. Build effective teams and attract and develop top talent to meet current and future business needs
Manage the CX department budget; make timely decisions based on data, insights, and business impact that keep BI moving forward to deliver exceptional experiences across customer segments
Digital experience strongly preferred
Previous supervisory experience preferred

Director, Customer Experience, Asia Resume Examples & Samples

Co-design and setup the customer advocacy program with local implementation and function champions; Balance regional consistency and local relevancy to maximize adoption by local teams; Ensure overall regional standard is maintained
Work hand-in-hand with local champions at implementation phase; provide training and facilitation for all levels within key functional teams
Setup, train, and facilitate critical cross-function committees to resolve systemic issues
Regular check-in on behavioral and cultural change post implementation; Stay close to key stakeholders and provide guidance as needed, yet allow sufficient autonomy for local teams to grow and flourish
Continually provide consultancy support (e.g. inputs on measurement, program rhythm, training guideline, etc.) to each market to ensure program expansion and adoption (ie: new touchpoints per market)
Design and implement tools to enable inner and outer loop tracking and communication of issues, fixes, and escalations
Collaborate with regional stakeholders (e.g. Customer Advocacy) at the right time for full integration with approved IT platforms
Review the current practices and setup the Regional Centre of Excellence –internal access point for all materials, best practices, etc
Provide regular maintenance and updates of design toolkits or other relevant resources to facilitate best practice sharing across markets

Director, Customer Experience Resume Examples & Samples

Will work dispersed teams including sales, marketing, operations, billing and IT to define solutions and ensure successful deployment of initiatives that create a model customer experience for small, medium and large business customers
Perform industry analysis as required to identify competitive benchmarks for customer expectations for corporate business customers by different customer segment types
Define and deploy business solutions across all functions within the company that drive optimal customer touch points throughout the life cycle of the business customer
Defines cause and effect scenarios based on customer and employee feedback data from various industry survey engines
Creates business strategy for sales, marketing and operational teams to align customer expectations with defined and updated business practices
Accountable for defining future state best-in-class' solutions and ensuring the successful deployment for all of the operational components for the strategic systems. Focus areas include Sales, Marketing, and ordering service
Reduces variation from processes so that simplification is obtained and operational efficiencies are gained
Creates clearly defined and mutually agreeable success metrics for each new system or process and establishes a plan to track, monitor, and measure the success of those metrics
Uses a methodical yet collaborative approach to each project by
1) Measuring the process and questioning the capability and quality
2) Defining the problem statement
3) Performing a gap analysis between the customers' expectation and current process performance
4) Standardizing solutions around best practices
5) Repeating the steps for continuous improvement
Develops repeatable, and thus scalable, plans and processes in order to speed time to market and improve operational efficiency
Interacts closely with a matrixed cross-functional team (both field and corporate) in order to secure alignment and solution excellence
Fosters an environment of empowerment, openness, inclusion, and objectivity all while striving to deliver solutions that benefit the entire organization
Works with our HR counterparts and identifies plans for change management, communication, and training needs
Responsible for all commitments within assigned organization and dependencies across the department

Director Customer Experience Resume Examples & Samples

Provide strong, dynamic leadership that mentors, develops, and guides team members to effectively leverage data as well as the feedback of our customers to deliver a world-class fan experience. Build an elite service CULTURE in our fan services team that delights our fans and attracts/retains the very best service associates to our company
Collaborate with business leaders across the company (merchandising, operations, design/manufacturing, site design, marketing, etc.) on initiatives to infuse the voice of the customer – and drive continuous improvement in the customer experience – including, ensuring any systematic dis-satisfaction drivers are eliminated to improve fan experience. Drive innovation throughout our processes and procedures to help us lead, rather than follow the ideals of best practices
Drive interactions with our world class technology team to bring proactive and self-service solutions to ease fan interactions (and reduce need for contacts) - and create requirements for efficient internal toolsets for our fan services associates to support customers. Maintain awareness of e-commerce trends in new functionality and make recommendations where appropriate
Contribute to the growth and profitability of the company by ensuring high customer satisfaction rates, creating repeat customers, and creating efficiencies in handling fan services that drives profitability – applying the “Goldilocks” cure to each fan situation – not too big, not too little, just right
Create efficiency in operations that enable us to scale through consumer driven peak demand season (4X headcount growth in Q4 each year) and event driven (league championships, special events) “hot market” spikes. Maintain extremely high fan services associate quality during this season ramp to provide a consistent year-round experience
Develop and administer the annual department budget to attain business goals with operational stability
Develop, implement, and sustain a culture of ownership by creating an incentive system that values quality of the experience and Next Issue Avoidance over merely speed and efficiency – create a culture of empowerment where service associates apply common sense judgement and does not feel like a bureaucratic set of steps and escalations to the fan
Develop and maintain an effective organization of responsibility, including efficient training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
Ensure compliance with regulatory agency guidelines and standards
Minimum of 10-15 years of Call Center/Contact Center leadership experience – leading teams in the hundreds and the ability to scale up to large leadership while always staying in close touch with the activity at the ground level. College Degree preferred
Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
Experience leading cross-functional initiatives which are considered game-changing and/or transformational and exceeding key goals
Proven experience delivering against metrics, ensuring customer satisfaction, and reporting statistical performance levels
Adept at balancing the art of wowing a customer while leveraging data and metrics to ensure our investments generate a return
Deep experience in managing cost in a call center environment, and utilizing creative and scalable staffing models
Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
Strong negotiation, interpersonal, written and oral communications skills
High energy and a roll-up-your-sleeves work ethic
Must have extensive knowledge of : CRM, WFM, Quality Management, Telephony, IVR, Microsoft Outlook and Word with advanced Excel skills

Senior Director, Customer Experience Resume Examples & Samples

Motivate, coach and lead the new team to achieve department goals
Working knowledge of Customer Experience best practices
Understand and prioritize work to ensure we exceed expectations of customer satisfaction
Acts as an NPS Champion and Advocate
Leads CX team focused on planning of surprise and delight initiatives and employee experience efforts
Define trend setting performance metrics and drive team to meet those metrics
Function effectively in a high paced environment
Drive a culture of continuous improvement
Work within a voice of the customer structure to interpret and action team member and customer feedback for improvement

Director, Customer Experience Resume Examples & Samples

Identifies and prioritizes impactful customer experience solutions
Directs cross-functional U.S. Consumer Markets stakeholders in building great omni-channel experiences for our customers
Leads voice-of-customer research to understand current state customer experience, pain points, and unmet needs. Includes research activities such as analysis of surveys and operational metrics, customer focus groups, frontline employee focus groups, RCPS-identified opportunities, etc
Leads a group of CAO and other USCM Managers in designing future-state omni-channel customer experiences that improve NPS, based on new current-state knowledge. Utilizes design thinking principles such as persona development, rapid ideation, and “how might we?” thinking
Partners with experience designers to prototype new experiences and test with customers
Supports planning and budgeting process for CAO projects
Consistently collaborates with peers across USCM to ensure a consistent end-to-end customer experience
Manages a small team of individual contributors and provides oversight to ensure the completion of work in a timely and efficient manner
Makes presentations regarding team direction and recommendation to group Senior Manager / Vice President / CCO
At least 10 years of relevant experience, ideally within in a project or program management environment. Management experience is a plus
Proven track record of delivering impactful cross-functional improvements to the omni-channel customer experience
Understanding of and experience utilizing Design Thinking principles to improve customer experience
Current on new methods of integrating technology with business strategy
Consumer research experience (e.g., surveys, segmentation / personas development, focus groups, etc.)
Natural curiosity to get into the details
Able to translate customer needs into business solutions using creative problem solving

Clss Director, Customer Experience Technology Resume Examples & Samples

Oversee technology operations of all Customer Experience centers in a multi-platform hybrid environment, including establishing key KPIs, SLAs, metrics and measurements, and communicating platform health through operational reviews. Define policies, procedures, and standards related to performance, capacity, high availability, continuity, and security
Establish positive interactions built on trust and integrity when relating to a wide variety of business leaders to assure company and operational success
Supervision and performance management of Customer Experience Technology department through managerial levels. Establish department goals, objectives and performance expectations for direct reports and the department. Provide priorities, ongoing feedback and recognition
Make and implement difficult decisions necessary to assure quality performance in the best interest of the company and ensuring improved customer experience. Communicates issues to team members, managers and customers in a timely manner. Asks for assistance when necessary
Performs all tasks and duties consistent with best practices, high standards and diligent work habits, acting as a leader by example
Utilizes Lean Six Sigma where appropriate
Adherence to Program Management standards and methodology (A level schedules, risk analysis, stakeholder management etc)
Keeps current on Program management skills and defined areas of technical expertise to ensure that Programs remain at optimum efficiency and organization
Coaches and educates other employees on the principles of operations management methodology
Assumes additional responsibilities as assigned
Manage, coach and counsel direct reports

Senior Director, Customer Experience Resume Examples & Samples

Required: Bachelor’s Degree, or equivalent business experience including 7-10 years of relevant work experience
Required: Extensive experience working within a fast-paced, challenging operations environment
Required: Experience managing multi-site contact center operations
Preferred: Six Sigma Green Belt or Black Belt certification
Preferred: Previous Waste Management or waste industry experience
Think Strategically
Focus on Customers
Influence Others
Engage and Inspire
Build Talent
Inspire Trust
Management experience in a contact center or production operations environment
Highly effective leader with the ability to oversee a diverse array of activities and competing priorities
Strong organizational skills with proven ability to effectively plan and execute projects to achieve business objectives
Experience in leading/motivating a large, diverse workforce; must be able to build camaraderie/trust within and across organizations
Advanced communication skills (written and verbal), presentation skills and interpersonal and relationship skills
Serve as a champion for the customer across the organization
Strong project management skills; must be able to manage multiple programs at one time
Advanced ability to obtain customer information and feedback to improve products, assess the cost/value implications and make recommendations

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Director, Customer Experience Resume Examples & Samples

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Director, Customer Experience Resume Examples & Samples

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Director, Customer Experience Resume Examples & Samples

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Director, Customer Experience Resume Examples & Samples

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