Position Summary
As the Senior Director of Customer Experience (CX) Modernization, you will play a pivotal role in driving the transformation of our organization’s customer experience strategies, processes, and technologies to align with modern industry trends and customer expectations. You will lead a cross-functional team and collaborate with various departments to enhance customer satisfaction, loyalty, and engagement through the implementation of cutting-edge CX solutions.
Key Responsibilities:
Strategic Leadership:
- Develop and execute a comprehensive CX modernization strategy that aligns with the company’s overall business objectives.
- Drive the vision for delivering exceptional customer experiences, identifying opportunities for process improvements and technological advancements.
- Collaborate with senior leadership to secure buy-in, allocate resources, and communicate the value proposition of CX modernization initiatives.
Cross-Functional Collaboration:
- Work closely with departments such as Product Management, Marketing, Sales, and IT to ensure a cohesive and consistent customer journey across all touchpoints.
- Foster a culture of customer-centricity by advocating for CX best practices and influencing stakeholders at all levels.
Technology Implementation:
- Evaluate, select, and implement modern CX technologies, including CRM systems, AI-powered chatbots, data analytics platforms, and personalization tools.
- Lead the integration of disparate systems to create a unified view of customer interactions and behavior.
- Ensure seamless data flow and integrations to enable data-driven decision-making and personalized customer experiences.
Process Optimization:
- Identify bottlenecks and pain points in current customer interactions and develop strategies for streamlining processes and improving efficiency.
- Implement agile methodologies to iterate and refine CX initiatives, ensuring quick response to changing customer needs.
Data-Driven Insights:
- Leverage customer data and analytics to gain insights into customer behavior, preferences, and pain points.
- Collaborate with data and analytics teams to develop dashboards and reports that track key CX metrics, enabling data-driven decision-making.
Team Leadership:
- Build, lead, and mentor a high-performing team of CX professionals, including UX/UI designers, data analysts, project managers, and technology experts.
- Foster a culture of innovation, collaboration, and continuous learning within the team.
Change Management:
- Develop and execute change management strategies to facilitate the adoption of new technologies and processes across the organization.
- Communicate the benefits of CX modernization to internal stakeholders and provide training and support to ensure successful implementation.
Vendor and Partner Management:
- Manage relationships with external vendors and partners, ensuring the successful delivery of CX solutions and services.
- Evaluate new vendor offerings and technologies to stay at the forefront of CX trends and capabilities.
Qualifications:
- Experience in Business, Marketing, Technology, or related field (advanced degree preferred).
- 8+ years of experience in customer experience, customer success, or related roles.
- Proven track record of leading CX modernization initiatives, including technology implementations and process improvements.
- Strong understanding of CX best practices, industry trends, and emerging technologies.
- Experience with data analytics and using insights to drive decision-making.
- Excellent leadership and team management skills.
- Exceptional communication, collaboration, and influencing abilities.
- Strong project management and change management expertise.
- Comfortable leading in a fast-paced, dynamic environment.
Additional Requirements:
- Some travel required
- Availability to work flexible hours as needed.
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!
