What are the responsibilities and job description for the Experience Enhancement Lead position at Boston FAM | d.b.a. Furniture & ApplianceMart and Ashley?
BostonFAM | d.b.a. Furniture & Appliance Mart and Ashley seeks a seasoned professional to lead our customer experience efforts. As a trusted expert, you will leverage your expertise to drive strategic initiatives, foster collaboration, and promote a culture of excellence.
Your mission will be to analyze customer feedback, identify areas for improvement, and implement targeted solutions. By working closely with cross-functional teams, you will ensure seamless customer interactions and optimize our CX tools.
Responsibilities
- Develop and implement customer experience strategies aligned with business objectives.
- Analyze customer feedback and KPIs to inform data-driven decisions.
- Cultivate strong relationships with stakeholders, promoting a collaborative environment.
Requirements
- Bachelor's degree in business administration, marketing, psychology, organizational leadership, or a related field.
- Minimum 3-5 years in customer experience, customer service leadership, or a related field.
- Certifications (Preferred): Certified Customer Experience Professional (CCXP), Project Management (PMP), Six Sigma or Process Improvement Certification
- Proven track record of driving business growth and improvement.
- Exceptional communication, interpersonal, and leadership skills.
