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Director of Customer Experience - CX/COE

  • Job type: Permanent
  • Job reference: : BBBH126196
  • Location: USA, New York, Manhattan
  • Sector: Insight & Data, R and D
  • Salary: Negotiable
  • Date posted: 16/05/2018
This vacancy has now expired.

Core Responsibilities
  • Ensure best practices in terms of journey mapping and customer-centric design thinking are leveraged in the development of the CX strategy.
  • Plan and monitor CX strategy, work scope and plans, work prioritization, resource management and governance to ensure quality implementation of value added customer experience improvements.
  • Establish and monitor analytics, and performance metrics relating to the customer experience.
  • Manage and monitor operational excellence activities relating to the CX strategy.
  • Maintain open communications, working collaboratively across departments to support a unified approach to customer experience improvements.
  • Manage relationships and contracts with vendors supporting the CX strategy.
  • Manage and monitor Capital and O&M budgets for customer journey mapping efforts.
  • Develop and coach employees supporting the CX strategy.
  • Perform other related tasks assignments as required.

Required Education/Experience
  • Bachelor's Degree Eight years work experience

Preferred Education/Experience
  • Degree preferably in Business, Organizational Management or Marketing

Required Work Experience
  • 5 years of managerial experience
  • Project management experience
  • Demonstrated strong communication skills
  • Demonstrated success managing change
  • Demonstrated experience with CX related / customer improved processes is required
  • Demonstrated success leading and managing employees and teams.
  • Demonstrated high energy individual with experience managing multiple tasks or initiatives
  • Demonstrated strong analytical, research, planning and problem-solving abilities
  • Demonstrated ability to deliver exceptional customer experience strategy and/or program.
  • Must have strong interpersonal skills demonstrating experience working successfully with different levels of management, and outside organizations.
  • Must be able to travel as necessary.
  • Must have experience with Microsoft Word, Excel and PowerPoint.
Spencer Ogden is acting as an Employment Agency in relation to this vacancy.