What are the responsibilities and job description for the Chief Customer Experience Officer position at City of Pearland, Texas?
The City of Pearland, TX is seeking to hire a full-time Chief Customer Experience Officer to lead and improve aspects of the day-to-day operations the City of Pearland.
Do not pass up this chance, apply quickly if your experience and skills match what is in the following description.
The Chief Customer Experience Officer will define the City's customer service identity and drive results using leadership skills and innovation to develop solutions that improve service delivery by connecting residents, visitors, businesses, employees, and all customers with the services they seek by identifying those areas that need improvement.
This position enhances our commitment to creating positive, proactive, and productive customer experiences. Through their advocacy teams, The City will prioritize customer voices, ensuring alignment of touchpoints and expectations across the organization.
Our Chief Customer Experience Officer earns a competitive salary of $91,486.80 - $116,645.68 per year based on qualifications. Additionally, the city pays all premiums for our employees' dental, long-term disability protection, and life insurance plus the majority portion of the medical premium for employees and their dependents. We also offer a retirement plan through the Texas Municipal Retirement System (TMRS) with a 2 : 1 employer match , life insurance, disability, access to the city's recreation fitness center, employee assistance program, educational assistance, 11 paid holidays and 2 designated paid holidays, paid vacation, sick leave, and an active wellness program focusing on physical, mental, and financial health.
A DAY IN THE LIFE AS A CHIEF CUSTOMER EXPERIENCE OFFICER :
The Chief Customer Experience Officer will define the City's customer service identity and drive results using leadership skills and innovation to develop solutions that improve service delivery by connecting residents, visitors, businesses, employees, and all customers with the services they seek by identifying those areas that need improvement.
This position enhances our commitment to creating positive, proactive, and productive customer experiences. Through their advocacy teams, The City will prioritize customer voices, ensuring alignment of touchpoints and expectations across the organization.
The primary focus of this position is to partner with City departments to improve the Customer Experience for all City of Pearland customers (internal and external) and stakeholders, coordinating and leading organization-wide customer service representatives through leveraging internal / external technology and communications tools, and making sure common customer service goals, trends and concerns are set and addressed at an organization-wide level. This position will also provide oversight to the City's Customer Experience Management system (formerly known as the 311-call center), including continuity of service during times of emergency.
Essential Functions :
- Manages and supervises a team of Customer Service Representatives, including selection, training, evaluation, discipline and delegation of work assignments. Reviews and updates processes and procedures for customer service functions.
- Directs operational business processes through the use of technology and automation tools.
- Partners with other internal departments to ensure effective roll out of Customer Experience Management frameworks.
- Ensures common customer service goals, trends, and concerns are addressed at an organization-wide level.
- Drives accountability (data management) on critical KPI's. Implements and manages monitoring and evaluation of customer service through an inventory of touchpoints and establishment of KPI's.
- Observes customer service interactions with frontline employees and identifies opportunities for improvement, provides coaching as necessary, and provides voice-of-the-customer across all teams.
- Executes long-term roadmap and goals for customer service, evaluating and reporting on progress.
- Develops and implements new projects, policies, procedures, and / or programs for customer service teams to address common goals.
- Continuously evaluates resources used by the City's customer service teams to include feedback loops.
Minimum Education And Experience Requirements :
Special Certifications And Licenses :
Salary : $91,486.80 - $116,645.68 per year
Job Posted by ApplicantPro
Seniority level
Executive
Employment type
Full-time
Job function
Other
Industries
Government Administration
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Salary : $91,487 - $116,646
