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JOB SUMMARY
The Vice President of Customer Experience (CX) defines team direction and ensures that all projects and work efforts are tied to clients' needs and strategic drivers. This role guides the customer service function to create positive experiences for customers and is responsible for developing and implementing strategies to improve customer satisfaction, loyalty, and value. It is also responsible to ensure mutually beneficial interactions between customers and the internal team, especially when issues arise
KEY RESPONSIBILITIES
- Crafts and implements a holistic customer experience strategy that not only aligns with the company’s brand values and business objectives but also reinforces the brand identity at every touchpoint, ensuring that each interaction reflects the commitment to excellence.
- Spearhead the development and implementation of an inclusive, centralized customer touch point system that integrates all business units into a single, cohesive platform. This system will streamline communication, improve customer accessibility, and ensure consistent experiences across all touchpoints.
- Leads the development of end-to-end customer journey maps for all customer segments, ensuring that these maps not only address their needs and pain points but also resonate with the brand's tone, personality, and positioning.
- Oversees the integration of key technologies, such as MuleSoft and Salesforce, to drive comprehensive 360-degree views of customer experiences, enabling personalized interactions and informed decision-making.
- Champions the voice of the customer (VOC) throughout the organization, ensuring that customer feedback is not only captured, analyzed, and acted upon but also used to reinforce the brand's image and build brand loyalty.
- Defines clear objectives and key results for CX initiatives, tracking and measuring success metrics not only to demonstrate the impact on financial outcomes but also to gauge their effectiveness in enhancing the brand loyalty and reputation.
- Develops effective and robust processes to review the quality of the service provided to customers, both internal and external.
- Collaborates with cross-functional teams, including marketing, operations, and technology, to embed customer-centricity into all aspects of the organization, fostering a culture of continuous improvement and innovation.
- Conducts regular audits of customer touchpoints and interactions to identify areas of friction and opportunities for optimization.
- Implements a closed-loop feedback process to ensure that customer feedback leads to tangible improvements in products, services, and processes.
- Manages significant issues adversely affecting the products and services from an operational perspective.
- Ensures effective workforce planning and staff management strategies to support the growth of the business.
ROLE QUALIFICATIONS
EDUCATION & EXPERIENCE
REQUIRED
- Bachelor’s Degree, or an equivalent combination of industry related experience and education
- At least ten (10) years of experience in customer service/experience, and transformation leadership
- At least seven (7) years of experience in a senior level customer experience role
- Strong knowledge of customer service/experience technologies and processes
- Strong background in successfully improving processes and developing people
- Strong initiative with ability to identify and deliver required change where necessary
- Ability to make sound, informed decisions under pressure
- Ability to develop ideas into action, actions into outcomes, and outcomes into results
- Exceptional research and communication skills, both written and verbal
- Working knowledge industry and regulatory challenges
- Strong attention to detail and problem-solving skills
- Experience scaling and overseeing a 24-hour customer support functions
PREFERRED
- Certification in continuous improvement, project management, or quality assurance
- Expertise in one or more itel product industries, property insurance, and/or managed repair
- Salesforce Experience
KEY COMPETENCIES
- Strategic Orientation: ability to contribute to the overall strategy, culture and financial success of the company with specific expertise in strategic planning and execution.
- Leadership: ability to handle tasks and work independently and intentionally develop and utilize positive leadership traits
- Creative Thinking: ability to demonstrate conceptual creative thinking, taking an idea and visualize/describe the opportunity, then recognize the potential fit with culture and product lines
- Integrity and Ethics: ability to gain the confidence and trust of others through honesty, authenticity, taking responsibility for own actions, and telling the truth.
- Accountability: ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change
- Cultural Competence: ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions.
WORKING CONDITIONS/EQUIPMENT USE
- Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions.
- Must be able to lift up to fifteen (15) pounds
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