Position Summary
As the Director of CX Modernization, you will be responsible for leading and driving the transformation of the customer experience (CX) across the organization. You will play a pivotal role in enhancing customer interactions, leveraging modern technologies, processes, and strategies to ensure a seamless and exceptional customer journey. This role requires a strong blend of strategic thinking, leadership, innovation, and operational execution to achieve the company’s CX modernization goals.
Key Responsibilities:
Strategic Leadership:
- Participate in the development and communication of the strategy for CX modernization, aligned with the organization’s overall goals and objectives.
- Collaborate with senior leadership to secure buy-in, support, and resources for CX modernization initiatives.
- Monitor industry trends, customer feedback, and technological advancements to identify opportunities for enhancing the customer experience.
Cross-functional Collaboration:
- Partner with various departments including Marketing, Sales, Product, IT, and Operations to ensure a holistic approach to CX modernization.
- Foster strong working relationships across departments to drive alignment and execution of CX initiatives.
- Act as a bridge between technical and non-technical teams to ensure effective communication and understanding.
Technology and Process Improvement:
- Evaluate current CX technologies, tools, and systems, and identify areas for improvement or replacement.
- Lead the selection and implementation of modern CX technologies, such as AI- driven chatbots, omnichannel communication platforms, and data analytics tools.
- Streamline customer- facing processes and internal workflows to improve efficiency and enhance the customer journey.
Customer Insights and Data Analysis:
- Utilize customer data, feedback, and insights to identify pain points, opportunities, and trends in the customer experience.
- Leverage data- driven insights to develop personalized and targeted strategies for engaging customers throughout their journey.
- Implement data-driven decision- making processes to continually refine and optimize the CX strategy.
Change Management:
- Drive organizational change by leading and managing cross-functional teams through CX modernization initiatives.
- Develop and execute change management plans to ensure smooth transitions for employees and customers alike.
- Foster a culture of continuous improvement and innovation, encouraging teams to embrace new methodologies and technologies.
Performance Measurement and Reporting:
- Monitor key performance indicators (KPIs) and metrics to measure the effectiveness of CX modernization efforts.
- Establish regular reporting mechanisms to communicate progress, successes, and areas for improvement to senior leadership.
- Use performance data to make informed decisions and adjustments to the CX strategy as needed.
Qualifications:
- Experience in Business, Marketing, Technology, or related field (degree preferred).
- Proven track record of successfully leading CX modernization initiatives, preferably at a leadership level.
- Strong understanding of customer experience principles, methodologies, and best practices.
- Excellent leadership and team management skills, with the ability to lead cross- functional teams.
- Experience in evaluating, implementing, and managing modern CX technologies.
- Data-driven mindset with the ability to analyze customer data and extract actionable insights.
- Exceptional communication and presentation skills, with the ability to influence and collaborate at all levels of the organization.
- Strong project management and change management expertise.
- Innovative thinker with the ability to envision and implement future oriented CX strategies.
- Familiarity with relevant regulations and compliance related to customer data and privacy.
Physical Requirements:
- Sitting: Ability to be able to sit for long periods of time.
- Vision: Normal or corrected vision to work with small parts and/or read schematics or technical manuals.
- Hearing: Normal or corrected hearing to communicate with colleagues or customers.
If you’re ready to grow your career in an energetic, customer-focused environment, Waterfield may be looking for you!
