What are the responsibilities and job description for the Customer Experience Director position at Agiliti?
The Director of Customer Experience is a pivotal role who will develop and execute a companywide customer experience strategy while connecting multiple stakeholders to drive a customer-centric culture at Agiliti. This role will lead customer experience and implement key customer experience programs to drive measurable results for customer satisfaction, customer retention and revenue growth. The Director of Customer Experience will bring a data-driven approach to executing CX strategy and work closely with marketing, product management and commercial leadership to uncover opportunities that enhance our go-to-market approach and drive stronger, long-lasting relationships with current and future customers.
PRIMARY OBJECTIVES AND RESPONSIBILITIES
- Develop, grow, and lead an enterprise-wide customer experience function, working in collaboration with key business leaders who will directly contribute to the success of customer experience at Agiliti.
- Gain a deep understanding of Agiliti customers to serve as the foundation for opportunity identification and enhancing customer experiences.
- Build an inclusive vision of the end-to-end customer experience while developing strategies, programs and goals that deliver customer experience excellence across all Agiliti services.
- Serve as the customer experience champion in the company to raise awareness of the role of customer experience in overall business performance while working collaboratively to engage cross-functional stakeholders.
- Utilize data and research to develop insights, programs and tools that drive measurable results in the end-to-end customer experience.
- Partner with finance and accounting teams to ensure alignment of metrics and data points across the organization.
- Oversee the Sales Operations support teams to deliver a positive customer experience and demonstrate Agiliti value through Customer Business Reviews, Sales Reporting and Proposals, and Customer Health Reporting to retain current customers, grow revenue within customers, and win new business.
- Develop education programs to build empowerment and sustainable CX behaviors in the business. Partner with product management, marketing and commercial team to lead voice of customer initiatives.
- Prioritize, project manage, and implement customer experience programs through effective communication and partnership with our field sales, field operations and corporate support teams. Measure the effectiveness of all customer experience initiatives, continuously improving our approach and integrating best practices.
QUALIFICATIONS
- Bachelor’s degree in marketing, business administration, or equivalent combination of education or experiences
- 7 years of customer experience, marketing, or related operations/sales experience
- Proven track record of customer experience leadership that demonstrates alignment to company growth initiatives
- Passion for collaborating, coaching, and developing others
- Healthcare industry knowledge preferred
- Proficient in MS Office Suite
KNOWLEDGE, SKILLS AND ABILITIES
- Ability to influence different levels of management and lead direct, cross-functional, and cross-regional teams.
- Proven leadership skills, expert project management skills, and ability to multi-task with high attention to detail.
- Excellent analytical skills, including ability to translate large amounts of data into meaningful recommendations.
- Solid written and verbal communication skills, with demonstrated ability to think strategically and suggest creative solutions with proactive approach to problem identification and solving.
- Builds partnerships and effectively establish and maintain relationships with internal and external clients and vendors.
- High personal accountability and ability to meet deadlines and shifting priorities.
DISCLAIMER
This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department and the company.
It is the policy of Agiliti to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran, military service, or any other characteristic protected by applicable federal, state, or local civil rights laws. In addition, Agiliti will provide reasonable accommodations for qualified individuals with disabilities. Agiliti strictly prohibits any form of retaliation against individuals who make good faith reports of alleged violations of this policy or who cooperate in Agiliti’s investigation of such reports.
Affirmative Action Policy Statements
You may be required to obtain certain vaccinations, or provide proof of current vaccination status, based on customer and/or company requirements. If vaccination is required, Agiliti will provide specific directions and cover the expense at a participating clinic. Please note, this includes the COVID-19 vaccination.
Agiliti offers a robust suite of benefits for regular, full-time, non-union employees including: health insurance options for Medical, Dental & Vision plans, Short- and Long-Term Disability plans, Flexible Spending Accounts, Health Savings Accounts, Life Insurance Options, Paid Time Off, 401K Saving Plan with employer match, Employee Discounts, Tuition Reimbursement, Daily Pay program, Employee Assistance Program, and wellness programs.
Agiliti is an equal opportunity employer and provides reasonable accommodations to employees and applicants consistent with state and federal law.
If you require assistance with your application, please contact recruiting@agilitihealth.com.
Primary Job Location:
Corporate MN
Additional Locations (if applicable):
Job Title:
Director Customer Experience
Company:
Agiliti
Location City:
Eden Prairie
Location State:
Minnesota
Pay Range for All Locations Listed:
This range represents the low and high ends of the Agiliti pay range for this position. This base pay range information is based on the market locations shown. The actual pay offered may vary depending on several factors including geographic location, experience, job-related knowledge, skills, and related factors. Dependent on the position offered, short-term and/or long-term incentives may be provided as part of the compensation. Applicants should apply via Agiliti's internal or external career site.
Salary : $122,242 - $195,673
