What are the responsibilities and job description for the Vice President, Customer Experience position at ITEL Laboratories?
Job Details
Job Location
Jacksonville, FL
Remote Type
Hybrid
Position Type
Full Time
Description
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
PREFERRED
KEY COMPETENCIES
WORKING CONDITIONS / EQUIPMENT USE
Frequent use of office machines to include telephone, computer, and printer
