Customer Experience Program Director

The Customer Experience Program Director is responsible to lead the development and execution of strategies that deliver a best-in-class customer journey by aligning organizational efforts with customer needs and expectations. This role is responsible for implementing customer-centric programs, leveraging data-driven insights to enhance satisfaction, drive sustainable growth, and reinforce the company's brand promise. By analyzing customer feedback, market research, and internal metrics, this role translates insights into actionable improvements and innovative service offerings that create a competitive advantage.

Essential Functions

• Develop and lead the transformation and strategic initiatives to enhance the customer experience that results in an increase of customer satisfaction, loyalty, and engagement across all customer touchpoints
• Develop a deep understanding of customer needs and pain points through data analysis, market research, and direct feedback; use data insights to drive customer-centric initiatives
• Champion product development activities, and present product and CX vision, to internal and external groups; collaborate with and influence Operations, Regulatory & Compliance, Sales, etc. to drive success of the vision
• Determine key performance indicators that drives the customer experience (CX) strategy with a focus to successfully deliver an excellent end-to-end customer experience
• Work with key stakeholders to generate innovative ideas and opportunities; conduct Voice of Customer (VoC) and Voice of Business (VoB) feedback to improve innovation and pipeline, and identify priorities of CX initiatives to enhance customer satisfaction and internal and external processes that increase customer engagement and satisfaction
• Provide indirect leadership and guidance to customer experience team(s) to foster a culture of customer first mentality, proactive communication, collaboration, and accountability
• Collaborate cross-functionally (e.g., Operations, Marketing, Finance, Regulatory) and build relationships with key stakeholders, customers, suppliers, and industry partners, to support business growth initiatives
• Maintain current knowledge with emerging trends in customer experience and customer technology platforms to anticipate customer needs and offer new value propositions
• Drive customer focus, through VoC and market trends, and create a culture of accountability to deliver exceptional experiences for customers and internal teams
• Comply with Company and department policies and standards; performs other duties as assigned

Minimum Requirements

• Bachelor's Degree In Business Administration, Marketing, or related field or equivalent education and/or experience
• 10 years Progressive experience working in and/or leading customer experience (CX) and
• 5 years of leadership and/or management experience and
• Experience working in B2B with a field-based sales organization

Preferred Requirements

• Master of Business Administration (MBA)
• 5 years experience in upstream marketing and product management

Skills and Abilities

• Excellent communication skills, including verbal, written, and presentation skills; ability to articulate strategic vision in a clear and concise manner to internal and external audiences
• Strong analytical, critical thinking and problem-solving skills, with the ability to interpret complex data, perform cost analysis, and draw meaningful insights
• Strong business acumen, strategic thinking and decision-making skills, able to lead and align strategies with organizational objectives
• Proven relationship-building skills to collaborate effectively with cross-functional teams and stakeholders, internally and externally; demonstrated experience managing complex relationships and ability to effective influence through indirect leadership
• Strong organizational skills and prioritization skills; ability to drive changes to meet evolving business needs in a fast-paced environment
• Experience driving process improvements; knowledge of process improvement tools and techniques (i.e., LEAN, Six Sigma)
• Advanced experience using Microsoft 365 (Excel, Word, PowerPoint, etc.)
• Advanced level of business analysis experience utilizing data-driven software (e.g. Power BI) and efficiently using technology
• Proven experience managing initiatives in both domestic and international markets
• Prior knowledge of sales and asset management is a plus

Physical and Cognitive Demands

• Communicate/Hearing Frequently
• Communicate/Talking Frequently
• Learn New Tasks or Concepts Frequently
• Make Timely Decisions in the Context of a Workflow Frequently
• Complete Tasks Independently Constantly
• Maintain Focus Constantly
• Remember Processes & Procedures Constantly
• Stationary Position (Seated) Constantly
• Vision Constantly

Travel Requirements

• Ability to travel up 40% of the time

The potential compensation range for this role is below. The final offer amount would be based on various factors such as candidate location (geographical labor market), experience, and skills. $135,800.00 - $169,800.00