VP Customer Experience Resume Samples

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W Hahn

Waldo

Hahn

5772 Klocko Valley

Houston

+1 (555) 840 9542

5772 Klocko Valley

Houston

Phone

p +1 (555) 840 9542

Experience Experience

Chicago, IL

VP Customer Experience

Chicago, IL

Jakubowski-Ferry

Chicago, IL

VP Customer Experience

Utilize Six Sigma sub-methodologies: DMAIC (define, measure, analyze, improve, control) and DMADV (define, measure, analyze, design, verify) to evaluate the quality of all process opportunities and procedures
Provide leadership over working councils with leadership across the organization, driving alignment and a shared path forward
Manage the delivery of functional programs related to driving NPS gains for the front line
Support leadership in developing tools and processes to ensure customer feedback is incorporated in business decision frameworks
Support the operations priorities through end to end mapping and redesign of current process work in order to drive value
Create and maintain strong “trusted advisor” relationships with prospects
Support process change efforts to ensure successful adoption of product, service, work flow, and process initiatives

Los Angeles, CA

VP, Customer Experience

Los Angeles, CA

Bartoletti and Sons

Los Angeles, CA

VP, Customer Experience

Develop an analytic framework for trend reporting and root cause analysis of all credit bureau disputes across all consumer lines of business
Customer Success Management
Provides MPS business unit senior leadership direction in the coordination of McKesson National Customer Care Call Center responsibilities
Develop trust and credibility with cross-functional corporate and field-based leaders to maintain “One Humana” goals
Create company-wide culture of Customer Success
Customer Success Management platform
Develop listening points in journey (e.g., usage, satisfaction, etc.)

present

Houston, TX

VP Customer Experience Services

Houston, TX

Gleichner and Sons

present

Houston, TX

VP Customer Experience Services

present

Responsible for establishing and continually messaging service vision and priorities
Strong knowledge around sales strategies and our market dynamics
The lead will collaborate with other platform and Business Service leaders to validate service alignment, common service priorities and supporting capabilities
This person will be leading key collaboration efforts with our MDS businesses
The individual will lead teams and support transition to service, agile, cloud
The individual will lead a team of 25+ People
In collaboration with General Managers, direct reports, IT & other relevant departments lead the efficient introduction of new programs, whilst minimizing the disruption to the existing business

Education Education

Bachelor’s Degree in Business

The University of Texas at Austin

Bachelor’s Degree in Business

Skills Skills

Strong financial acumen with demonstrated experience in managing business risk and profitability
Ability to work effectively within a matrixed, geographically dispersed team and leverage knowledge across the organization
Experience in various research, analytics and data management methodologies and an understanding of how to value and select appropriate technologies to advance member centricity across a complex organization is necessary to be successful in this position
Strong analytical (qualitative and quantitative) skills; ability to present analysis including trends and opportunities to clients and the business in writing and verbally
Ideally has led customer centric strategies applying CX tools such as journey mapping and co-creation. Demonstrated understanding of consumer and business-to-business channel experiences and expectations, measures of satisfaction and performance drivers
Working knowledge and/or quick uptake in working with relational databases, database structures and data analysis
Highly developed influencing and negotiating skills
The ideal candidate should have 10+ years of professional experience within a customer-focused organization leading customer insights or experience work
Outstanding ability to break down complex cases, recommend and implement a solution
Makes decisions commensurate with greater depth of exposure on referred problem cases

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VP, Customer Experience Analytics Resume Examples & Samples

Undergraduate degree in Economics, Mathematics, Engineering or some other quantitative discipline required
Advanced degree in Economics, Mathematics, Statistics, Econometrics, or other quantitative discipline is preferred
2+ years of net promoter score/customer experience; 3+ years analytics experience; credit card experience a plus
Expert: data extraction, data manipulation, data analysis, data mining , text mining sas/sql, excel
2+ years of customer experience work
3+ years of analytical work experience that includes data mining, statistical analysis, evaluating strategic choices, developing business cases and making financial projections
Expert data extraction and manipulation skills (expert sql, sas, excel)
Experience in the Credit Card industry specifically in an analytical or financial capacity preferred
Strong P&L knowledge
Modeling and test design and read experience required
Demonstrated experience using state-of-the-art analytical tools and methods to turn unstructured data into information and recommendations
Demonstrated ability in data retrieving and manipulation as well as proficient analytical skills
Quick learner of new technologies and business functions
Ability to translate data into insights that understands customer needs and behavioral drivers
Good communication skills and ability to work with cross-functional team members
Demonstrated ability in problem solving and think "out of the box"
Ability to thrive in a dynamic and fast-paced environment
Strong collaborative skill

VP Customer Experience Resume Examples & Samples

Outline “the journey” to achieve the customer experience vision including key landmarks and measures of success to ensure the organization becomes the reputed leader in creating the best & most consistent shopping centre customer experience
Identify and evaluate internationally renowned retail experiences and work with internal external team to build a new repertoire of experiential based shopper experiences designed for the short, medium and long term on a multi-channel basis
Define and communicate the new Customer Experience vision by fully engaging with and inspiring direct reports, and key stakeholders
Evaluate the current digital marketing strategy and the organizations current technology capability in collaboration with the Operations, Digital, Marketing and IT functions, to increase relevant and value-adding customer engagement as part of the overall customer experience
In collaboration with General Managers, direct reports, IT & other relevant departments lead the efficient introduction of new programs, whilst minimizing the disruption to the existing business
In collaboration with other key stakeholder, identify & maximize the commercialization revenue opportunities of new programs proposed

VP, Customer Experience Resume Examples & Samples

Provide a timely, professional and courteous response to customer inquiries
Align with Humana’s core values and commitment to the health and well-being of our members
Create member loyalty, retention and growth in Retail markets
Develop personal/professional alignment with Humana’s Integrated Care Strategy – specifically, the commitment to lead the Customer Experience team focused on the highest quality service for our members
Develop comprehensive knowledge of the Retail Segment, focused on the interdependent service-driven relationships required for success
Assume responsibility for the financial performance of the Customer Experience team, including the development of a budget and strategic plan aligned with Humana’s mission/growth objectives
Develop trust and credibility with cross-functional corporate and field-based leaders to maintain “One Humana” goals
Ensuring linkages (upstream and downstream interfaces) with RSO contact center and other elements of Retail Service Operations as well as Humana overall
Collaborate with Retail Service Operations team and enterprise resources to implement and improve customer-centered contact experiences including use of multi-channel customer interface (e.g., web chat, mobile, etc.)
Ensure highest standards of operational efficiency and consumer experience for Customer Experience operations/processes, including effective partnership with contract partner sites
Regularly assess current state against industry standards for productivity, quality and cost. Identify service gaps and opportunities for performance improvement
Develop a comprehensive plan designed to address operational improvement opportunities, including a strategy for services which enhance customer experience. Develop short and long-term goals/objectives with respective timelines and budgetary recommendations
Lead the development and implementation of new and innovative approaches to drive continuous improvement relative to productivity, quality and resource utilization, including opportunities to lower cost/improve service with automation, staff training and development and/or offshore operations as appropriate
Develop and regularly communicate key operational metrics which systematically measure “performance versus plan.” Develop a communication channel which acknowledges performance improvement and the respective impact on associates, members, providers and other stakeholders
Recruit, select and develop a highly functional team dedicated to transformation of processes which impact the Customer Experience team. Provide the leadership necessary to maintain a motivated, productive and engaged team through open communication, rewards/recognition and delegation of responsibilities and authority. Guide and direct subordinates in their personal and professional development; ensure successful execution of attracting, developing, motivating, and retaining organizational talent
Direct efforts which will ensure HIPPA, Sarbanes-Oxley, and other regulatory compliance requirements are routinely met, including all financial and internal operational controls and disclosure mandates. Ensure operations are in compliance with local, state and federal regulations and laws governing Medicare HMO operations and government programs benefits administration. This includes strict adherence to the company’s Business Conduct and Ethics
Act a progressive thought leader on Health Care Reform initiatives and Humana’s approach to improving our health care system; promote Humana’s mission to internal and external audiences
Lead a world class organization providing exceptional service, differentiating Humana as a preferred choice for “Integrated Care Delivery” nationally

VP, Customer Experience Analytics Analyst Resume Examples & Samples

Execute against a set of well defined, analytical use cases in support of customer experience roadmap
Utilize best in class tools and techniques to bring data and information together to know the customer better than anyone; this includes the use of a Customer Experience Analytics tool, ClickFox, which aggregates customer touch points to create an omni-channel view of our customers’ journeys
Partners with business peers to develop moderately complex strategies that may have substantial customer impact
Drive the design, production and direction of key customer experience reports and cross-channel KPIs
Synthesize information available (both qualitative and quantitative) and provides recommendations to management regarding potential customer experience improvements, using wide degree of discretionary judgment
Responsible for packaging recommendations into presentations for highest levels of leadership in the organization
Bachelor's Degree required; preference for degree in business, economics or mathematics
Strong analytic skills with experience leveraging advanced analytic techniques; experience with ClickFox a plus
Ability to derive hypothesis and extract key insight from analytics with understanding of businesses implications
Ability to work independently on a well-defined problem and structure analytical approach to solve a problem
Strong communication and presentations skills. Excellent power point presentation skills a must
Highly organized and consistently meets timelines on deliverables which are independently set
Relentless intellectual curiosity and passion for our customers and their experiences
Highly engaging with team members and has a positive attitude regardless of the situation
3-5 years external or 2-5 years internal Citi or other relevant work experience, financial services

VP Customer Experience Resume Examples & Samples

Client Leadership
Create and maintain strong “trusted advisor” relationships with prospects
Develop new client relationships and engagements
Educate client staff on Ipsos Loyalty capabilities, concepts, and tools
Thought Leadership
Act as an expert in customer experience, satisfaction, and loyalty measurement, modeling and management
Integrate industry sector knowledge with customer loyalty expertise
Provide guidance on new customer loyalty management technologies
Team Leadership
Lead new client relationship efforts including building pipeline daily
Coach associates and build teams at levels
BA/BS degree from a highly ranked university
Quantitative and analytic skills
Business development experience
Strategy, marketing and customer experience

VP-customer Experience Resume Examples & Samples

A catalyst for attracting top talents, transforming people, process and technology stack at all levels of the organization
Conceptualizing and developing new digital products at global scale and partnering closely with multiple lines of business
Understanding and proven ability to stay on top of technology Industry standards for Advance Web Frameworks and tooling that drive test driven development
Practitioner level knowledge Java, App Containers (WAS, JBOSS), Node.js, Angular, React.js, React Native, Web Services (REST/SOAP) and basic mathematical techniques for data analysis and mining
Experience in presentation and media technology solutions such as content management, email templating systems, tagging, experimentation systems and data analytical platforms
Demonstrated the ability in delivering applications with integrations with cloud-based platforms
Experience in designing and delivering High Availability and Highly performing Digital applications with very high volumes in both Pull and Push modes
Proven leader that has responsibility to develop and lead some portfolio of contractors and employees
The ability to establish and maintain relationships for business facing leadership as well as technology leadership
Proven ability to communicate written and verbally to all levels of an organization
Proven ability to deal with third party vendors/products for SLAs, contract negotiations and their deliverables
Identify, define and implement standards that will be applicable across technologies
Proven ability to negotiate and is comfortable with constructive conflict
Must demonstrate strong leadership and exceptional partnering skills including ability to contract with and influence with and without authority at all levels, within the technology organization, across functional teams and with key vendor partners
Demonstrated skills in expense management and meeting financial plans of large budgets in excess of $20M+
Ability to create and continue to motivate a high performing team of experts to deliver. -The organizations strategic objectives in times of change
This role may be subject to additional background verification checks
The Vice President Engineering of Customer Experience will lead an organization that sets the direction for Web Development at American Express as well as deliver customer facing products for American Express.com
The role will partner with product partners to develop and execute on product roadmap and set drive transformation of web development for the Web Engineering organization
The Vice President candidate will have End to End responsibilities for budget, resource capacity and responsibility for and Availability targets and performance targets
The candidate must define and execute on new and existing product roadmaps

VP, Customer Experience Analytics Analyst Resume Examples & Samples

Execute against a set of well defined, analytical use cases to support the customer experience roadmap
Drive the design, production, and direction of key customer experience reports and cross-channel KPIs
Partner with business peers to develop moderately complex strategies that may have substantial customer impact
Synthesize available information (both qualitative and quantitative) and provide recommendations to management regarding potential customer experience improvements
Package recommendations into presentations for highest levels of leadership in the organization
Strong analytical skills with experience leveraging large datasets and applying advanced analytics techniques
Ability to derive hypotheses and extract key insights from data with understanding of businesses implications
Detail-oriented with excellent communication and presentations skills
Highly organized and highly motivated to manage time effectively, deliver results, and meet timelines
Highly engaging with team members and exhibits a positive attitude regardless of the situation
Excellent Microsoft Power Point and Excel skills a must
Financial services experience preferred
ClickFox experience a plus
2-3 years external or 2 years internal Citi or other relevant work experience

VP Customer Experience Resume Examples & Samples

Bachelor's degree and ten years related work experience or fourteen years related work experience post high school
Ten years progressive management experience, leading and motivating large teams
Ten years experience with financial and analytical accountabilities
Ten years experience in establishing and directing strategic plans and objectives
Ten years experience managing cross functional teams
Five years experience developing business plans
Five years executive call center, retail/sales, network or operations experience

VP Customer Experience Resume Examples & Samples

Identify emerging customer experience trends and best practices and assess how these can be applied to CWT experience initiatives
Manage the prioritization process for experience design opportunities across the enterprise
Implement tools, programs and processes that drive improved customer experience across the enterprise
Lead the executive level storytelling of CWT, regularly sharing stories that highlight opportunities and acknowledge successful improvements that have been implemented
Assess the current methods and frequency of information-gathering and listening posts at CWT including surveys, forums, VoC research, unstructured feedback, and other customer data, creating a holistic plan inclusive of improvements where/as needed
Create research plans to investigate and address emerging customer themes, pain points, and opportunities, developing insights and implications from the research, and sharing those key findings with peers and teams across the organization
Measure CWT practices against industry standards and emerging trends, staying in constant step with best practices. Provide Innovation thought leadership for the company and apprise organization of future trends in CX
Lead or participate in the creation and execution of customer engagement activities, including but not limited to customer forums, VoC research, environmental or ethnographic research
Assess the current processes and tools with which customer data is analyzed and made accessible and actionable across the organization, making improvements where/as needed
Ensure technology portfolio aligns with company CX vision
Collaborate among leaders to drive cultural CX transformation
Review, analyze, and interpret data sets to devise strategies, initiatives and action plans; present analysis and trending insights for operational and business review to CWT leadership
Manage timely execution of experience improvement initiatives across CWT; build program plans, ensure functional alignment and collaboration, monitor execution against performance targets, create performance/tracking reports for CWT leadership
Support leadership in developing tools and processes to ensure customer feedback is incorporated in business decision frameworks
Collaborate with Sales to identify opportunities to support prospects and customers with services and/or expertise to help solve unique business challenges
Advocate for customers and provide other functional areas with rich context that helps inform strategic decisions for our products and services
Assure that the voice of the client is represented in decision making at all levels of the organization. Leverages driver analysis, client economics and segmentation to prioritize and focus on projects that positively impact client loyalty to optimize outcomes for clients, associates, and shareholders
Develop key metrics and performance indicators for client effort and experience working with leaders throughout the organization. Use business analytics and intelligence to provide proactive insight to all relevant stakeholders to create and drive change to improve the client experience and client loyalty
Serve as highly visible client champion and advocate for outside-in thinking, engaging associates at all levels of the organization to execute on our vision of an effortless client experience
The ideal candidate should have 10+ years of professional experience within a customer-focused organization leading customer insights or experience work
Proven results in improving the experience across customer touch points, business units and technologies
This position requires extensive experience in strategy development and an ability to manage processes and platforms to execute strategies
Strong understanding of data and technology advancements needed to drive strategic decision making
Experience in various research, analytics and data management methodologies and an understanding of how to value and select appropriate technologies to advance member centricity across a complex organization is necessary to be successful in this position
The successful candidate must possess strong leadership, collaboration, vendor management, communication, executive presence and presentation skills
Preferred proven experience in a Fortune 500 company leading cross organizational experience design
Ideally has led customer centric strategies applying CX tools such as journey mapping and co-creation. Demonstrated understanding of consumer and business-to-business channel experiences and expectations, measures of satisfaction and performance drivers
Strong analytical (qualitative and quantitative) skills; ability to present analysis including trends and opportunities to clients and the business in writing and verbally
Experience with data mining, process improvement, workflow, benchmarking and evaluation of business processes
Working knowledge and/or quick uptake in working with relational databases, database structures and data analysis
An understanding of information architecture related to customer experience and usability design techniques
Ability to communicate effectively across the organization
A positive disposition and ability to relate well with others
CCXP (Certified Customer Experience Professional) certification a plus

VP, Customer Experience Resume Examples & Samples

Leads and partners with senior management to establish and execute a strategy for customer satisfaction and retention (both short and long term) for all MPS products and services; including the identification of SMART goals and KPIs to track progress and monitor results
Provides direction and leadership to ensure the successful execution of the business operating plan, employee engagement and development, and customer satisfaction
Participates in significant customer interaction leading to key customer retention and new business development; anticipates and successfully addresses business at risk
Partners with Sales for setting the sales strategy and model for penetrating the customer with additional products and services along with key customer contract renewals
Provides direction for the assessment of existing and potential markets, product life-cycle planning, coordination of technical product development, development of product strategies, commercialization and definition of promotional activities
Provides MPS business unit senior leadership direction in the coordination of McKesson National Customer Care Call Center responsibilities
Owner of redefining the current Account Executive and Account Manager models to drive more customer facing value from these roles; including staffing and execution of the newly defined model
Responsible for the customer reference CAMPS program, in coordination with Sales and Marketing. (CAMPS = Customer Advocate for McKesson Pharmacy Systems)
Identify, lead and/or coordinate across McKesson, when appropriate, One McKesson synergy opportunities, or, customer concern resolution
12+ years of relative experience in Sales, Software Product Management, and/or Operations
10+ years managerial experience
Experience with pharmacy technology, senior level customer account management and coordination across large corporate landscapes is essential
A highly intelligent professional with the ability to quickly identify, analyze and evaluate problems and opportunities and recommend the implement potential solutions
Outstanding communication skills: verbal, written and presentation skills. Able to communicate issues in a clear and articulate fashion while showing creativity and innovation in presenting ideas
Collaboration and good negotiating skills are imperative to interface with partners, clients and horizontal departments
Affinity for technology business acumen
Process and metric-oriented
Willing to take ownership and lead by example
An individual who establishes methods to monitor progress at achieving objectives and someone who is capable of redirecting when things are not going as planned
Bright, imaginative and creative with the ability to take a fresh look at the capabilities and opportunities of their business function
Open, honest, forthright, apolitical and passionate
An individual possessing an exceptional work ethic, uncompromising business ethics and values

VP-customer Experience Resume Examples & Samples

Manage customer renewals and revenue for existing customers (P&L responsibility)
Manage customer success, developer evangelism and sales engineering teams to drive the best experience possible
Identify and cultivate opportunities for sales team to drive new revenue
Act as a product expert for both internal and external customers
Hire, develop and manage key members of your team to help scale their teams
Work with product team to gather customer feedback and help improve the product
Manage the developer portal content, docs, libraries, online content and other online resources to help build a great experience

VP, Customer Experience Resume Examples & Samples

Expand our revenue in accounts through cross-sell and up-sell
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Develop listening points in journey (e.g., usage, satisfaction, etc.)
Define segmentation of customer base and varying strategies
Identify opportunities for continuous improvement
Learn from best practices in industry
Onboarding
Professional Services
Customer Support
Renewals
Cross-sell/Up-sell
Advocacy
Measure Effectiveness of Customer Success
Establish system for tracking metrics
Create cadence for review within team
Lead World-class Customer Success Team
Recruit experienced leaders for each functional role
Attract high potential individual contributors into team
Create rapid onboarding process for new team members
Foster collaboration within team and across customer lifecycle
Encourage continuous learning within team
Support systems
Customer marketing software
Customer Success Management platform
Inspire Customer Success Across Company
Create company-wide culture of Customer Success
Align with Marketing around marketing to existing clients
Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
Align with Finance around measurement and forecasting
10+ years experience in leading customer-facing organizations
Strong empathy for customers and passion for revenue and growth

VP Customer Experience Services Resume Examples & Samples

Understanding of Salesforce Automation, Order Processing and Support. Understands sales strategies and our market dynamics
Demonstrated understanding of primary customer engagement touchpoints and underlying business processes -- includes Salesforce Automation, Order Submission and Processing, Sales Support, Customer Support
Strong understanding of core technology, specifically Salesforce.com, SAP Hybris, EDI, Contact Center
12+ years’ experience
10 years of IT experience
10+ years in a leadership role with increasing responsibilities
Proven track record of leading effective teams
Leadership
Collaborative
Decisive
Financial Savvy
MBA desired

Area VP-customer Experience & Outcomes Resume Examples & Samples

Leading, Inspiring and Serving with Passion and Tenacityby modeling the way, projecting energy, excitement, and a sense of urgency toward organizational purpose and values. Leading with a dedication to Caring & Winning for patients and practices, by demonstrating the tenacity it takes to be extraordinary
Identifying, hiring, coaching, and developing Inspirational Leaders who will in turn, build and cultivate high performing teams that drive unique and innovative strategies focused on improving patient and practice outcomes in T2D through successfully launching Intarcia’s disruptive drug/device combination, ITCA 650
Inspiring High Impact Outcomes at all levels; serving as an advocate and champion. Motivating teams to find innovative ways to make a lasting impact that exhibits an unmatched commitment and dedication to Winning for patients
Medical device/procedural training experience and/or certifications in relevant field (RN, PA, CDE, other)
Experience managing through complex reimbursement environments (e.g. buy & bill, specialty pharmacies, HUB services)
Start-up companies and/or field force builds
Key contacts and relationships with Key Opinion Leaders (KOLs) in the diabetes market space
Product Launches
Unlock the keys to your future; take a look at working for a company that focuses on Innovation Designed for Patient Progress! See below to apply for this job

Area VP-customer Experience & Outcome Resume Examples & Samples

Motivating the team to deliver results through meeting and/or exceeding objectives that are aligned with Intarcia values, outcomes goals, and customer experience standards in accordance with applicable laws and the company’s healthcare compliance policies
Influencing and driving the Intarcia Culture that is built on our Values of Trust, Tenacity, Winning, Innovation, Care and Excellence. Hiring and developing smart, fun, caring people who insist on mutual trust and respect, speaking up, a shared commitment to excellence, a passion for winning, and above all -- a true sense of urgency on behalf of patients
Type 2 Diabetes product promotion
Sterile Field Techniques
Training, marketing, or other cross-functional home office experience
Market Access including: Integrated Delivery Networks (IDNs), Accountable Care Organizations (ACOs), Physician-Hospital Organizations (PHOs), etc.At Intarcia, we seek to transform the standard of care and improve patient outcomes in major therapeutic categories for serious chronic diseases, such as diabetes. We successfully completed our Phase 3 clinical trial program for our lead product, ITCA 650, and submitted our New Drug Application filing in the U.S. in 2016.Intarcia Therapeutics, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, age, marital status, or any other factor determined to be unlawful by federal, state, or local statutes
Additionally, we are developing a pipeline of products for our proprietary Medici Drug Delivery System™, comprised of three unique technologies: 1) A stabilization technology that allows for proteins, peptides, antibody fragments, and other highly potent small molecules to be stabilized at or above human body temperatures for up to three years or more; 2) A matchstick-sized osmotic mini-pump that is placed just under the dermal layer of skin to deliver a continuous and consistent flow of medication; and 3) A placement technology including proprietary tools designed to provide an optimal user experience

VP Customer Experience Services Resume Examples & Samples

This position can be located in our Las Colinas/Irving or Alpharetta office.**
Responsible for establishing and continually messaging service vision and priorities
The individual will lead teams and support transition to service, agile, cloud
The lead will collaborate with other platform and Business Service leaders to validate service alignment, common service priorities and supporting capabilities
This leader will be responsible for supporting the Customer Experience strategy at McKesson
Strong knowledge around sales strategies and our market dynamics
This person will be leading key collaboration efforts with our MDS businesses
The individual will lead a team of 25+ People
Understanding of Salesforce Automation, Order Processing and Support
Understands sales strategies and our market dynamics
Demonstrated understanding of primary customer engagement touch points and underlying business processes -- includes Salesforce Automation, Order Submission and Processing, Sales Support, Customer Support
Strong understanding of core technology, specifically Salesforce.com, , EDI, Contact Center
10+ years of IT experience, including management experience of people managers
SAP Hybris

VP, Customer Experience Management Resume Examples & Samples

Accountable for the on-going development of the CXM team, tools, and supporting processes
Development of cross-functional and cross-regional relationships with Catalina’s leadership teams to ensure the acceptance and success of the CXM function; seen as a subject matter expert and a trusted advisor
Possesses the organizational freedom to resolve matters pertaining to quality and maintain/improve customer satisfaction
Embrace a continuous improvement mindset to ensure that the team, tools, and processes are supporting and enabling Catalina’s growth
Create an inspiring team environment with an open communication culture
Be a change leader who leads by example exhibiting Catalina’s values and behaviors within daily work
Establishes team performance standards in alignment with Catalina’s high performance culture
Master’s Degree is preferred. Formal education within Operations Management is preferred
Possess intermediate statistical knowledge and the ability to learn and apply statistics to process and product improvement projects
Black Belt Certification in Lean and/or Six Sigma preferably certified by the ASQ

VP, Customer Experience Resume Examples & Samples

Designing and implementing a comprehensive customer experience strategy that unifies all customer initiatives across the business
Developing a deep understanding of the customer journey and advocate across all business functions to co-create customer solutions
Owning, implementing, and driving holistic and customer focused digital, ecommerce, mobile and social strategies; as well as enabling functions including marketing, communications, service, product and others to support all digital and social strategies
Investigating new technologies, applications, services, metrics, tools and trends to drive customer service excellence and operational efficiency
Developing approaches to modeling and work with modeling teams to improve cross-channel ROI; developing and implement best practice tools, metrics and scorecards
Test and learn innovative capabilities and measure customer interactions and impact through customer feedback
Utilize complex data research and analytics to build awareness of customer segments and develop a portfolio of customer and business metrics
Identify and communicate market gaps; influence internal partner innovation and action
Establish and foster collaborative relationships with the Customer Experience Office, members of Annuities senior leadership team and other key stakeholders
Be a champion for bringing customers’ needs to life and leading the development of an organizational culture that is focused on protecting the Prudential Annuities brand
Build a team/department, while providing appropriate leadership, development and support to peers in Marketing, Communications, Project Management and Strategy
As a thought leader, drive customer loyalty, retention, and brand awareness in partnership with Prudential corporate and business unit partners
Strong knowledge of customer satisfaction drivers and dissatisfiers
Knowledge of the consumer market; including B2C and/or B2B consumer strategies
High level knowledge of research tactics and techniques
In-depth experience and understanding of voice of customer; and
Strong analytics capability to integrate multiple data sources (research, complaints data, 3rd party data like JD Powers, etc.) to inform decisions to drive customer experience & loyalty and determine root cause of problems

VP Customer Experience Resume Examples & Samples

Implement Medallia enhancements, adoption of the tool at the front line, Champion NPS, lead the cultural transformation with NPS as the leading indicator in delivering World Class Customer Service
Provide leadership over working councils with leadership across the organization, driving alignment and a shared path forward
Manage the delivery of functional programs related to driving NPS gains for the front line
Ensure budgetary compliance and financial related projections for customer experience projects
Identify and substantiate tools needed to improve the efficiency of the workforce
Support process change efforts to ensure successful adoption of product, service, work flow, and process initiatives
Provide input for operational priorities which affect profitability, customer service efficiency, and competitive advantage
Manage a staff of experienced process engineers in support of operations implementations
Utilize Six Sigma sub-methodologies: DMAIC (define, measure, analyze, improve, control) and DMADV (define, measure, analyze, design, verify) to evaluate the quality of all process opportunities and procedures
Strive for Six Sigma standards of excellence related to "defects" by ensuring consistent processes to improve the customer experience
Support the operations priorities through end to end mapping and redesign of current process work in order to drive value
Implement processes, policies, and technology that position us to be a customer experience leader
Perform in-depth operational analysis of business processes to optimize the use of technology and enhance data management controls and data accountability standards
Work with production process owners to understand business needs and implement changes to current business processes
Perform financial and operational analysis to support recommended actions provided to senior management
Perform analysis and communicate financial reporting needs to project teams and stakeholders
Administer documentation of requirements, comprehensive test plans, and acceptance testing; define and identify key measures and performance metric targets
The ideal candidate will have a minimum of 8-10 years' management experience in a variety of leadership roles including business operations, customer experience, and consulting within change initiatives
Previous experience with Top Tier Consulting Firms and transformational initiatives
10+ years of experience leading customer experience organizations, and seeing through transformational gains related to Net Promoter Score
10+ years of facilitation/leadership experience in which several of the following abilities have been demonstrated: building executive-level customer relationships and responding to strategic business needs; strategic thinking, leadership and relationship management; managing resources to meet goals across multiple projects/programs; leading multidisciplinary, high-performance teams; and developing efficient and effective solutions to diverse and complex business problems
Experience creating, justifying and managing large multi-million dollar operating budgets
Knowledge of the Medallia tool and gathering insights
Experience or Certifications in Six Sigma, Operations Engineering and Project Management
Knowledge of industry business practices and strategic direction
Undertaking research into the industry sector, markets and current trends
Experience in managing cross functional organizations, with history of value delivered that enhances the customer experience and delivers profitable growth
Progressively more responsible roles with proven ability to manage diverse teams
Highly developed analytical skills and proven ability to conduct root cause analysis, and to instill same in others
Excellent interpersonal skills and ability to effectively communicate with peers, sponsors, staff, senior management, vendors, and contractors
Experience interfacing with senior/executive leaders
An ability to present and discuss technical, functional and management information in a clear and concise way that explains complex topics, is persuasive and promotes consensus
Exceptional management ability that can develop and energize a multi-disciplined organization, which includes business analysts, data analysts, process engineers, and others
Expert in customer service transactions and delivery that will drive improvement with front-line employees and brand perception
Demonstrated ability to facilitate complex customer experience planning discussions across a broad range of product, marketing, operations as well as other key internal stakeholders
Effective platform skills and the ability to create C-Suite level presentations is essential
Ability to grasp complex business issues that will ultimately contribute to effective solutions while driving business success
Demonstrated strong project management and analytical skills (ideally Black Belt certified)
Excellent verbal & written communication, organizational and time management skills required
Must be able to multi-task and prioritize in a deadline-oriented environment
PC skills including MS Word, Excel, Outlook and PowerPoint are essential
Possess exceptional attention to detail and displays strong follow-up skills
Must have the ability to work independently when necessary, and use sound business judgment

VP Customer Experience Resume Examples & Samples

Demonstrated ability to develop and implement multi-faceted strategies
Deep understanding of the assigned business and regulatory environment
Expert problem solving, analytical, judgment and decision making skills
Ability to work effectively within a matrixed, geographically dispersed team and leverage knowledge across the organization
Ability to effectively communicate to varying audiences ranging from executives to front line employees
Ability to thrive in a fast paced, and ever changing environment
Superior leadership skills with a demonstrated ability to motivate, coach and mentor
Highly effective Change Agent
Excellent organizational and prioritization skills
Makes decisions commensurate with greater depth of exposure on referred problem cases
Highly developed influencing and negotiating skills
Outstanding ability to break down complex cases, recommend and implement a solution
Sound knowledge of emerging technology and business trend
Broad external perspective and industry knowledge
Strong financial acumen with demonstrated experience in managing business risk and profitability
Strong verbal and written communication skills and interpersonal skills needed to effectively build relationships and communicate with Executives, internals stakeholders, and customers