6,422 Director Of Customer Experience jobs in the United States
Assistant Director, Customer Experience
06132 Hartford, Connecticut
The Hartford
Posted 1 day ago
Job Viewed
Job Description
AD Marketing - MC07AE
We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.
Assistant Director, Customer Experience
Do you want to help our businesses identify opportunities to improve agent/broker and customer experiences with us? Do you thrive in strategic thinking environments where you can help improve business outcomes by exploring areas to drive change and delight our partners and clients? Customer Experience (CX) may be the opportunity for you to grow your career. We're looking for an Senior Customer Experience Consultant to help us manage our voice of customer tools and deepen the CX culture for Middle & Large Business and Global Specialty. In this role, you'll have the opportunity to help drive our customer-centric culture forward, partnering across the company with both the enterprise CX organization, line of business partners and the marketing & communications team. Reporting to the Director of CX for Middle & Large and Global Specialty, you'll use your passion for solving problems to promote better customer experiences while learning and supporting all aspects of the program including VoC/insights, data, metrics & reporting, and leading the transactional VoC platform (Medallila) for new implementations and overall monitoring.
Responsibilities:
+ Lead the reporting and analyzing of health metrics including the identification of trends and insights to develop action plans from VoC feedback to enhance the customer experience.
+ Lead and act as the SME/key point of contact of all transactional Medallia implementations, requirements, enhancements and internal learning sessions across Middle & Large and GS, along with being the data point of contact for broader customer data integrations.
+ Support Enterprise and Line of Business CX projects as needed, including but not limited to project management (scope, timeline, costs, risks/issues, etc.), change management (communication and training planning and execution) and partnering with technology teams to deploy new or improved customer listening posts.
+ Conduct analysis to reveal VoC trends and insights to share with the business to continue optimization of experiences.
+ Partner with Enterprise Customer Growth/CX team and Agile team to gather business requirements and quantify CX benefits related to program enhancements as part of the Agile prioritization process.
+ Partner with business to ensure ongoing utilization of VOC feedback and compliance with the close loop process.
+ Partner across the end-to-end value chain leads to drive holistic CX insights through transactional VoC insights and scorecard creation.
+ Support and execute CX-related projects, based upon CX/research insights, to drive an enhanced customer experience with agents/brokers or policyholders.
+ Effective collaboration and contribution to the CX VoC Community of Practice.
+ Accountable for monitoring, reporting, and actioning on CX performance in Middle & Large l and Global Specialty.
Qualifications:
+ Fluent in a wide range of customer experience measurements including (NPS, oSAT)
+ 5+ years of experience in a corporate environment with customer experience or customer-oriented experience preferred
+ Deep experience reviewing reports and data to identify insights and hypotheses for testing and driving new and enhanced customer experiences
+ Demonstrable experience translating business objectives into tangible plans, actions and results
+ Creative thinker, problem solver, well organized, and extremely detail oriented. Effective project management skills, with the ability to manage multiple assignments and adapt to changing priorities. Intrinsically motivated to act with a sense of urgency.
+ Strong verbal, written and presentation communication skills that translate into delivering insights to various audiences and leadership levels.
+ Experience in financial services, business insurance, business-to-business and/or customer experience a plus.
+ Ability to understand business strategies and goals and CX can influence greater outcomes.
+ Experience in agile and project management methodologies a plus.
Desired Traits:
+ Project management leadership, including ability to manage multiple projects/work-streams and to identify intersections and implications
+ Intellectual curiosity and discipline using data to drive objectives, priorities, results
+ Team oriented and strong builder of partnerships with appreciation for leveraging variety of skill sets to achieve goals
+ Comfortable with reasonable ambiguity, to identify its sources and to drive appropriate clarity.
+ Excellent written and verbal communication skills, with the ability to understand audiences, tailor messages and influence outcomes
+ Collaborative style focused on engaging with the right resources and skills, regardless of where they may sit.
Compensation
The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford's total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:
$102,800 - $154,200
Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age
About Us ( | Our Culture ( | What It's Like to Work Here ( | Perks & Benefits ( day, a day to do right.
Showing up for people isn't just what we do. It's who we are - and have been for more than 200 years. We're devoted to finding innovative ways to serve our customers, communities and employees-continually asking ourselves what more we can do.
Is our policy language as simple and inclusive as it can be? Can we better help businesses navigate our ever-changing world? What else can we do to destigmatize mental health in the workplace? Can we make our communities more equitable?
That we can rise to the challenge of these questions is due in no small part to our company values that our employees have shaped and defined.
And while how we contribute looks different for each of us, it's these values that drive all of us to do more and to do better every day.
About Us ( Culture
What It's Like to Work Here ( & Benefits ( Notice ( StatementProducer Compensation ( Policy ( Privacy Policy
Your California Privacy Choices ( Privacy Policy
Canadian Privacy Policy ( Areas of LA County, CA (Applicant Information)
MA Applicant Notice (
We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.
Assistant Director, Customer Experience
Do you want to help our businesses identify opportunities to improve agent/broker and customer experiences with us? Do you thrive in strategic thinking environments where you can help improve business outcomes by exploring areas to drive change and delight our partners and clients? Customer Experience (CX) may be the opportunity for you to grow your career. We're looking for an Senior Customer Experience Consultant to help us manage our voice of customer tools and deepen the CX culture for Middle & Large Business and Global Specialty. In this role, you'll have the opportunity to help drive our customer-centric culture forward, partnering across the company with both the enterprise CX organization, line of business partners and the marketing & communications team. Reporting to the Director of CX for Middle & Large and Global Specialty, you'll use your passion for solving problems to promote better customer experiences while learning and supporting all aspects of the program including VoC/insights, data, metrics & reporting, and leading the transactional VoC platform (Medallila) for new implementations and overall monitoring.
Responsibilities:
+ Lead the reporting and analyzing of health metrics including the identification of trends and insights to develop action plans from VoC feedback to enhance the customer experience.
+ Lead and act as the SME/key point of contact of all transactional Medallia implementations, requirements, enhancements and internal learning sessions across Middle & Large and GS, along with being the data point of contact for broader customer data integrations.
+ Support Enterprise and Line of Business CX projects as needed, including but not limited to project management (scope, timeline, costs, risks/issues, etc.), change management (communication and training planning and execution) and partnering with technology teams to deploy new or improved customer listening posts.
+ Conduct analysis to reveal VoC trends and insights to share with the business to continue optimization of experiences.
+ Partner with Enterprise Customer Growth/CX team and Agile team to gather business requirements and quantify CX benefits related to program enhancements as part of the Agile prioritization process.
+ Partner with business to ensure ongoing utilization of VOC feedback and compliance with the close loop process.
+ Partner across the end-to-end value chain leads to drive holistic CX insights through transactional VoC insights and scorecard creation.
+ Support and execute CX-related projects, based upon CX/research insights, to drive an enhanced customer experience with agents/brokers or policyholders.
+ Effective collaboration and contribution to the CX VoC Community of Practice.
+ Accountable for monitoring, reporting, and actioning on CX performance in Middle & Large l and Global Specialty.
Qualifications:
+ Fluent in a wide range of customer experience measurements including (NPS, oSAT)
+ 5+ years of experience in a corporate environment with customer experience or customer-oriented experience preferred
+ Deep experience reviewing reports and data to identify insights and hypotheses for testing and driving new and enhanced customer experiences
+ Demonstrable experience translating business objectives into tangible plans, actions and results
+ Creative thinker, problem solver, well organized, and extremely detail oriented. Effective project management skills, with the ability to manage multiple assignments and adapt to changing priorities. Intrinsically motivated to act with a sense of urgency.
+ Strong verbal, written and presentation communication skills that translate into delivering insights to various audiences and leadership levels.
+ Experience in financial services, business insurance, business-to-business and/or customer experience a plus.
+ Ability to understand business strategies and goals and CX can influence greater outcomes.
+ Experience in agile and project management methodologies a plus.
Desired Traits:
+ Project management leadership, including ability to manage multiple projects/work-streams and to identify intersections and implications
+ Intellectual curiosity and discipline using data to drive objectives, priorities, results
+ Team oriented and strong builder of partnerships with appreciation for leveraging variety of skill sets to achieve goals
+ Comfortable with reasonable ambiguity, to identify its sources and to drive appropriate clarity.
+ Excellent written and verbal communication skills, with the ability to understand audiences, tailor messages and influence outcomes
+ Collaborative style focused on engaging with the right resources and skills, regardless of where they may sit.
Compensation
The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford's total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:
$102,800 - $154,200
Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age
About Us ( | Our Culture ( | What It's Like to Work Here ( | Perks & Benefits ( day, a day to do right.
Showing up for people isn't just what we do. It's who we are - and have been for more than 200 years. We're devoted to finding innovative ways to serve our customers, communities and employees-continually asking ourselves what more we can do.
Is our policy language as simple and inclusive as it can be? Can we better help businesses navigate our ever-changing world? What else can we do to destigmatize mental health in the workplace? Can we make our communities more equitable?
That we can rise to the challenge of these questions is due in no small part to our company values that our employees have shaped and defined.
And while how we contribute looks different for each of us, it's these values that drive all of us to do more and to do better every day.
About Us ( Culture
What It's Like to Work Here ( & Benefits ( Notice ( StatementProducer Compensation ( Policy ( Privacy Policy
Your California Privacy Choices ( Privacy Policy
Canadian Privacy Policy ( Areas of LA County, CA (Applicant Information)
MA Applicant Notice (
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0
Senior Director Customer Experience
53072 Pewaukee, Wisconsin
Generac Power Systems
Posted 7 days ago
Job Viewed
Job Description
**We are Generac, a leading energy technology company committed to powering a smarter world.**
Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
The Senior Director Customer Experience drives strategic initiatives that support revenue growth, productivity and customer satisfaction, and manages performance across these functions and companywide Outage Response.
Major Responsibilities
+ Advocates internally for continuous improvement across all touchpoints
+ Leads strategic planning and execution to achieve enterprise business objectives aligned with long-term priorities
+ Provides executive-level direction in Consumer Support to ensure goals aligned to company strategy
+ Coaches and develops a leadership team including Directors, Managers, Supervisors, Team Leads, and Agents with a focus on engagement, performance, and business impact.
+ Collaborates with senior leadership across Sales, Marketing, Operations, and Support to align on objectives, inspire teams, prioritize work, and optimize tools and processes to drive results
+ Partners with the Consumer Sales and Support Director, Workforce Optimization Director, Service Director and Marketing leaders to ensure SLA adherence and improve performance for Generac end users
+ Establishes and oversees performance expectations
+ Oversees customer support channels ensuring SLAs, KPIs, and customer satisfaction metrics are met or exceeded
+ Develops and manages departmental budgets, staffing plans, and resource allocation for continuous coverage
+ Partners with Workforce Optimization Director to ensure strong coordination with third party contact center for scalable support
+ Identifies inefficiencies and lead process improvement initiatives to optimize workflows, improve first-contact resolution, and increase customer satisfaction
+ Evaluates and implements software to enable agents to be productive quickly and elevate the customer experience
+ Acts as a liaison during product recalls and critical service interruptions
+ Provides executive leadership for Outage Response efforts, including oversight of the Executive Steering Committee
+ Ensures high levels of quality, accuracy, and process consistency across all aspects of Outage Response
+ Owns and leads development of the Outage Response Dashboard
+ Collaborates with VP and Director-level leaders to maintain the Outage Response SOP, including governance, audit plans, and executive-level approvals
Minimum Job Requirements
**Education**
+ Bachelor's degree or equivalent experience
**Certification / License**
**Work Experience**
+ 15 years of progressive experience in process improvement and business analytics, including leadership roles in sales, customer relations, or operations
+ 10+ years of operations experience with 7+ years in senior leadership roles · Experience with Salesforce CRM or equivalent systems
+ Proven experience in enterprise process management and continuous improvement
+ Demonstrated ability to build and scale high-performing teams
**Knowledge / Skills / Abilities**
+ Strong analytical, critical thinking, and executive problem-solving skills
+ Proven project leadership with full lifecycle ownership and delivery
+ Ability to define and track enterprise KPIs across complex functions
+ Deep understanding of processes and systems supporting a diversified CPG business
+ Knowledge of multi-channel distribution strategies in a consumer goods environment
+ Ability to operate independently in a fast-paced, matrixed, and results-driven culture
+ Experience partnering with Director, VP, and C-level executives
+ Exceptional communication skills and executive presence
+ Strong organizational skills and attention to detail
+ Skilled in driving cross-functional collaboration and influencing across all levels of the organization
+ Proficiency with ERP and CRM systems
+ Demonstrated leadership initiative and enterprise-level strategic thinking
Preferred Job Requirements
**Education**
**Certification / License**
**Work Experience**
+ Experience in consumer products, home goods, or durable goods industries.
+ Multilingual or experience managing multilingual teams.
**Knowledge / Skills / Abilities**
**Physical Demands** : While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
_"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law."_
Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac's success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people's lives and their own.
Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
The Senior Director Customer Experience drives strategic initiatives that support revenue growth, productivity and customer satisfaction, and manages performance across these functions and companywide Outage Response.
Major Responsibilities
+ Advocates internally for continuous improvement across all touchpoints
+ Leads strategic planning and execution to achieve enterprise business objectives aligned with long-term priorities
+ Provides executive-level direction in Consumer Support to ensure goals aligned to company strategy
+ Coaches and develops a leadership team including Directors, Managers, Supervisors, Team Leads, and Agents with a focus on engagement, performance, and business impact.
+ Collaborates with senior leadership across Sales, Marketing, Operations, and Support to align on objectives, inspire teams, prioritize work, and optimize tools and processes to drive results
+ Partners with the Consumer Sales and Support Director, Workforce Optimization Director, Service Director and Marketing leaders to ensure SLA adherence and improve performance for Generac end users
+ Establishes and oversees performance expectations
+ Oversees customer support channels ensuring SLAs, KPIs, and customer satisfaction metrics are met or exceeded
+ Develops and manages departmental budgets, staffing plans, and resource allocation for continuous coverage
+ Partners with Workforce Optimization Director to ensure strong coordination with third party contact center for scalable support
+ Identifies inefficiencies and lead process improvement initiatives to optimize workflows, improve first-contact resolution, and increase customer satisfaction
+ Evaluates and implements software to enable agents to be productive quickly and elevate the customer experience
+ Acts as a liaison during product recalls and critical service interruptions
+ Provides executive leadership for Outage Response efforts, including oversight of the Executive Steering Committee
+ Ensures high levels of quality, accuracy, and process consistency across all aspects of Outage Response
+ Owns and leads development of the Outage Response Dashboard
+ Collaborates with VP and Director-level leaders to maintain the Outage Response SOP, including governance, audit plans, and executive-level approvals
Minimum Job Requirements
**Education**
+ Bachelor's degree or equivalent experience
**Certification / License**
**Work Experience**
+ 15 years of progressive experience in process improvement and business analytics, including leadership roles in sales, customer relations, or operations
+ 10+ years of operations experience with 7+ years in senior leadership roles · Experience with Salesforce CRM or equivalent systems
+ Proven experience in enterprise process management and continuous improvement
+ Demonstrated ability to build and scale high-performing teams
**Knowledge / Skills / Abilities**
+ Strong analytical, critical thinking, and executive problem-solving skills
+ Proven project leadership with full lifecycle ownership and delivery
+ Ability to define and track enterprise KPIs across complex functions
+ Deep understanding of processes and systems supporting a diversified CPG business
+ Knowledge of multi-channel distribution strategies in a consumer goods environment
+ Ability to operate independently in a fast-paced, matrixed, and results-driven culture
+ Experience partnering with Director, VP, and C-level executives
+ Exceptional communication skills and executive presence
+ Strong organizational skills and attention to detail
+ Skilled in driving cross-functional collaboration and influencing across all levels of the organization
+ Proficiency with ERP and CRM systems
+ Demonstrated leadership initiative and enterprise-level strategic thinking
Preferred Job Requirements
**Education**
**Certification / License**
**Work Experience**
+ Experience in consumer products, home goods, or durable goods industries.
+ Multilingual or experience managing multilingual teams.
**Knowledge / Skills / Abilities**
**Physical Demands** : While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
_"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law."_
Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac's success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people's lives and their own.
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1
Director, Customer Experience & Data Integrity
19117 Philadelphia, Pennsylvania
The Board of Pensions of the Presbyterian Church
Posted 15 days ago
Job Viewed
Job Description
The role:
The Director of Customer Experience and Data Integrity is responsible for providing strategic direction and executing initiatives to ensure the satisfaction of external and internal customers. This includes implementing effective and efficient processes, maintaining accurate and reliable data, optimizing functional systems and ensuring quality service through process and performance audits. Collaborating with the Customer Engagement and Business Systems teams, the Director of Customer Experience and Data Integrity will lead efforts to enhance systems, processes, and tools needed to ensure successful service delivery. Creating a collaborative team environment and fostering a strong culture of continuous improvement are essential aspects of this role, with a specific emphasis on modernizing and enhancing the customer experience.
What you will do:
Our recruiting process is simple.
If you're interested in a role at the Board of Pensions, apply online at pensions.org. If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They'll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members.
To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.
We are an Equal Opportunity Employer.
The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an equal opportunity employer We value diversity, equity, and inclusion and do not discriminate based on race; color; sex; national origin; age; pregnancy, childbirth, or a related medical condition; military/veteran status; marital/domestic partner status; physical or mental disability; medical condition; religion or religious affiliation, except where determined to be a bona fide occupational qualification; sexual orientation; gender; gender identity or expression; genetic information; ancestry; or any other category protected by applicable federal, state, or local law.
The Director of Customer Experience and Data Integrity is responsible for providing strategic direction and executing initiatives to ensure the satisfaction of external and internal customers. This includes implementing effective and efficient processes, maintaining accurate and reliable data, optimizing functional systems and ensuring quality service through process and performance audits. Collaborating with the Customer Engagement and Business Systems teams, the Director of Customer Experience and Data Integrity will lead efforts to enhance systems, processes, and tools needed to ensure successful service delivery. Creating a collaborative team environment and fostering a strong culture of continuous improvement are essential aspects of this role, with a specific emphasis on modernizing and enhancing the customer experience.
What you will do:
- Provide effective leadership and strategic direction to a team devoted to ensuring an optimal internal and external customer experience through continuous improvement, data integrity, compliance, system issue resolution and enhancements, and reporting.
- Provide coaching and feedback to improve team performance and capabilities. Manage individual performance of managers with a goal of growing future leaders through continuous professional development, targeted training, and strategically defined goals and accountabilities.
- Partner with Customer Engagement and Business Systems to evaluate, prioritize, and define requirements for system fixes and enhancements.
- Partner with Customer Engagement and Business Systems to identify and implement a process improvement strategy to drive efficiencies and improve the quality of service delivery.
- Oversee the data integrity, compliance, and reporting functions responsible for evaluating the accuracy of system output and ensuring member, employer and vendor data remains in compliance.
- Execute strategies and provide direction to measure the success of all delivery channels and ensure overall plan operations performance health and integrity.
- Create an environment that embraces diversity and ensures that all team members feel valued and included. Actively seek out diverse perspectives and experiences while fostering a culture where everyone is equipped to thrive and contribute their best.
- Minimum of 7 years of experience in continuous improvement, operations, engineering, project management, quality assurance, or related fields with at least 3 years in a supervisory/management role
- A bachelor's degree in business administration, operations, engineering, industrial engineering, or related field preferred.
- Previous successful management experience required. Skilled at developing, motivating, and managing a professional staff.
- Demonstrated ability to think both strategically and tactically.
- Innate ability to grasp new information and quickly understand its implications.
- Able to anticipate problems and respond accordingly.
- Leads and delivers service in a manner that instills confidence and credibility in leaders, peers, and team.
- Proven experience driving efficiencies and process improvements at the organization level.
- Experience with systems implementation, upgrades, etc. strongly preferred.
- Creative and resourceful
- Assertive, yet diplomatic, in expressing opinions or concerns.
- Adaptable and comfortable in an environment of ongoing change and evolution
- Experience in a benefits administration environment and knowledge of employee benefits a plus.
- Ability to work on-site at the 2000 Market Street office in Philadelphia.
- An ability, interest, and desire to stay current via seminars, industry literature, and formal training and development
- Medical, dental, and vision coverage.
- Defined benefit pension plan.
- 403(b)(9) retirement savings plan.
- Generous paid time off, including sick time, holidays, and 22 days of personal leave.
- Tuition assistance.
- Employee Assistance Plan and other health and well-being resources.
- Employer-paid death benefits with opportunities to purchase additional coverage.
- Employer-paid Short-Term and Long-Term disability coverage.
- Access to the Board's education and grant assistance programs.
- Discount programs on entertainment, travel, and more.
- Satisfaction gained from working for a service-oriented employer.
- Volunteer and other service opportunities in the community at large.
Our recruiting process is simple.
If you're interested in a role at the Board of Pensions, apply online at pensions.org. If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They'll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members.
To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.
We are an Equal Opportunity Employer.
The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an equal opportunity employer We value diversity, equity, and inclusion and do not discriminate based on race; color; sex; national origin; age; pregnancy, childbirth, or a related medical condition; military/veteran status; marital/domestic partner status; physical or mental disability; medical condition; religion or religious affiliation, except where determined to be a bona fide occupational qualification; sexual orientation; gender; gender identity or expression; genetic information; ancestry; or any other category protected by applicable federal, state, or local law.
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2
Director, Customer Experience Management - Midmarket
92108 Mission Valley, California
Intuit
Posted today
Job Viewed
Job Description
**Overview**
As Director of Intuit's Customer Experience team, you will be responsible for building and leading a customer experience 'practice' to drive innovation in the way that we work, serve our customers and build our offerings. All aspects of defining the customer strategy and end-to-end service delivery design including feature adoption, proactive health management, support excellence, and customer insight programs for customers subscribing to our Mid-Market Products and Solutions are in scope. The role will play a pivotal part in helping us stand out from the crowd for the services that we provide. This team will need to be 'in the game' staying close to our customers and teams to really understand what matters to them, how well we deliver on this and how we empower our people to excel in everything that they do. You will also provide operational and thought leadership by setting strategy, developing priorities and managing programs that drive a highly effective and efficient organization, through the removal of waste, eliminating customer friction and driving customer advocacy. Our end to end approach to customer experience is what will accelerate Customer Success becoming an organizational strategic enabler versus a cost center.
**What you'll bring**
This position will report to the VP of Customer Experience Management and sits on a cross-functional Global Leadership Team. You will drive the strategic plans and associated products and services, proactively collaborating with Product Management, Marketing and Sales leaders to drive growth. You will lead a "customer-first" culture and mindset across the organization, which places emphasis on delighting customers in everything that we do.
+ A critical element of your role will be to create a well-integrated and highly effective team, partnering across multiple geographies, teams and segments. You will ensure an engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency and clear expectations. The ideal candidate will have a proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams. Additionally, the ideal candidate is a:
+ Team & Talent Builder: Has substantial senior leadership experience, managing senior level employees and/or other managers. A talent steward with a proven history of hiring, managing and developing high performing and highly engaged teams. Can coach and train others within teams and across the organization about the importance of curiosity in bold, large scale problems.
+ Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels. Experience working with a US based, multi-national company would be an asset. Can create alliances with other leaders across the organization to ensure solutions are backed up with data and being implemented with a systemic and strategic approach.
+ Strategic Thinking: Defines the overall strategy to ensure business growth and utilizes powerful messages to lead and promote a culture focused on problem solving. Uses external expertise, data and network to ensure best practices and trends are being leveraged.
+ Product Management & Experience Design Expert: Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment). Have led the creation of online experiences (from concept through production).
+ Business Leader: Business acumen with proven ability to deliver programs that accelerate organizational growth objectives. Must possess experience in developing clear compelling business cases that support prioritization of work. Aligns teams and initiatives around the organization to our short, medium and long term business goals.
+ Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO).
+ Change Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives.
+ Communicator: Excellent written and verbal communication skills including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPoint.
+ As this role has a global mandate and may be required as well as occasional meetings outside of typical business hours.
**How you will lead**
+ Build and execute a vision for Customer Experience that is aligned to strategic customer segment expectations and goals, for seamless, transparent and frictionless experiences that sustain mutual growth
+ Lead, organize and scale a Customer Experience (CX) practice within the organization. The team will be accountable for our Voice of Customer (VOC) Feedback Loop: Leading the elimination of pain points/friction and optimizing our customer experiences
+ Aggregate quantitative and qualitative insights, and collaborate with marketing, product development and product management to build, fix and enhance our products, policies, and communication
+ Use advocacy and inquiry to disrupt and challenge the status quo, proposing broad and strategic solutions to ensure product design eliminates friction and provides the best possible experience.
+ Define the optimal framework and ways of working, through end-to-end customer 'value' journeys and customer education programs that drive speed to benefit through feature adoption and utilization, proactive health management, and retention programs
+ Define and build strategies to deliver a foundation for support excellence, both proactive and reactive, that meet the customer where they need to be met and delivers ground-breaking support expertise that is powered by both AI and live experts
+ Optimize and drive change for customer-facing support teams to identify, synthesize and prioritize VOC and VOE data, building business cases for change and driving implementation of tactics and initiatives
+ Establish business goals to deliver our vision through customer and employee measures moving Customer Success from a cost center mentality to a serve to sell eco-system
+ Collaborate with Product, Engineering and UX teams to embed customer and employee data to remove root cause issues that drive poor experiences and low advocacy.
+ Lead and partner in programs and sprints to conceptualize, design and operationalize exceptional employee and customer experiences that deliver our True North Goals
+ Stay on top of industry leading trends and have curiosity in the Customer Experience and Technology industry to drive innovative thought leadership
+ Collaborate with all markets to understand localization challenges and facilitate a true global approach to systemic change that drives up customer measures of success and shareholder value. This strategy will also support our mission to be the team that drives customer advocacy and growth in all our markets; globally.
+ Own and lead the application of customer measurement dashboards that weave into the global CX planning process to ensure data backed decisions are made. Customer Success data is what drives our strategic decisions in brand, price, product and service.
+ Partner with the Growth Revenue team to identify expansion revenue opportunities
**MEASURES OF SUCCESS**
50 PRS | 85 tNPS | 85 CES | Time to Value | Customer Retention | Expansion Revenue | Life Time Value
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.
As Director of Intuit's Customer Experience team, you will be responsible for building and leading a customer experience 'practice' to drive innovation in the way that we work, serve our customers and build our offerings. All aspects of defining the customer strategy and end-to-end service delivery design including feature adoption, proactive health management, support excellence, and customer insight programs for customers subscribing to our Mid-Market Products and Solutions are in scope. The role will play a pivotal part in helping us stand out from the crowd for the services that we provide. This team will need to be 'in the game' staying close to our customers and teams to really understand what matters to them, how well we deliver on this and how we empower our people to excel in everything that they do. You will also provide operational and thought leadership by setting strategy, developing priorities and managing programs that drive a highly effective and efficient organization, through the removal of waste, eliminating customer friction and driving customer advocacy. Our end to end approach to customer experience is what will accelerate Customer Success becoming an organizational strategic enabler versus a cost center.
**What you'll bring**
This position will report to the VP of Customer Experience Management and sits on a cross-functional Global Leadership Team. You will drive the strategic plans and associated products and services, proactively collaborating with Product Management, Marketing and Sales leaders to drive growth. You will lead a "customer-first" culture and mindset across the organization, which places emphasis on delighting customers in everything that we do.
+ A critical element of your role will be to create a well-integrated and highly effective team, partnering across multiple geographies, teams and segments. You will ensure an engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency and clear expectations. The ideal candidate will have a proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams. Additionally, the ideal candidate is a:
+ Team & Talent Builder: Has substantial senior leadership experience, managing senior level employees and/or other managers. A talent steward with a proven history of hiring, managing and developing high performing and highly engaged teams. Can coach and train others within teams and across the organization about the importance of curiosity in bold, large scale problems.
+ Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels. Experience working with a US based, multi-national company would be an asset. Can create alliances with other leaders across the organization to ensure solutions are backed up with data and being implemented with a systemic and strategic approach.
+ Strategic Thinking: Defines the overall strategy to ensure business growth and utilizes powerful messages to lead and promote a culture focused on problem solving. Uses external expertise, data and network to ensure best practices and trends are being leveraged.
+ Product Management & Experience Design Expert: Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment). Have led the creation of online experiences (from concept through production).
+ Business Leader: Business acumen with proven ability to deliver programs that accelerate organizational growth objectives. Must possess experience in developing clear compelling business cases that support prioritization of work. Aligns teams and initiatives around the organization to our short, medium and long term business goals.
+ Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO).
+ Change Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives.
+ Communicator: Excellent written and verbal communication skills including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPoint.
+ As this role has a global mandate and may be required as well as occasional meetings outside of typical business hours.
**How you will lead**
+ Build and execute a vision for Customer Experience that is aligned to strategic customer segment expectations and goals, for seamless, transparent and frictionless experiences that sustain mutual growth
+ Lead, organize and scale a Customer Experience (CX) practice within the organization. The team will be accountable for our Voice of Customer (VOC) Feedback Loop: Leading the elimination of pain points/friction and optimizing our customer experiences
+ Aggregate quantitative and qualitative insights, and collaborate with marketing, product development and product management to build, fix and enhance our products, policies, and communication
+ Use advocacy and inquiry to disrupt and challenge the status quo, proposing broad and strategic solutions to ensure product design eliminates friction and provides the best possible experience.
+ Define the optimal framework and ways of working, through end-to-end customer 'value' journeys and customer education programs that drive speed to benefit through feature adoption and utilization, proactive health management, and retention programs
+ Define and build strategies to deliver a foundation for support excellence, both proactive and reactive, that meet the customer where they need to be met and delivers ground-breaking support expertise that is powered by both AI and live experts
+ Optimize and drive change for customer-facing support teams to identify, synthesize and prioritize VOC and VOE data, building business cases for change and driving implementation of tactics and initiatives
+ Establish business goals to deliver our vision through customer and employee measures moving Customer Success from a cost center mentality to a serve to sell eco-system
+ Collaborate with Product, Engineering and UX teams to embed customer and employee data to remove root cause issues that drive poor experiences and low advocacy.
+ Lead and partner in programs and sprints to conceptualize, design and operationalize exceptional employee and customer experiences that deliver our True North Goals
+ Stay on top of industry leading trends and have curiosity in the Customer Experience and Technology industry to drive innovative thought leadership
+ Collaborate with all markets to understand localization challenges and facilitate a true global approach to systemic change that drives up customer measures of success and shareholder value. This strategy will also support our mission to be the team that drives customer advocacy and growth in all our markets; globally.
+ Own and lead the application of customer measurement dashboards that weave into the global CX planning process to ensure data backed decisions are made. Customer Success data is what drives our strategic decisions in brand, price, product and service.
+ Partner with the Growth Revenue team to identify expansion revenue opportunities
**MEASURES OF SUCCESS**
50 PRS | 85 tNPS | 85 CES | Time to Value | Customer Retention | Expansion Revenue | Life Time Value
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.
View Now
3
Director, Customer Experience Management - Midmarket
94039 Mountainview, California
Intuit
Posted today
Job Viewed
Job Description
**Overview**
As Director of Intuit's Customer Experience team, you will be responsible for building and leading a customer experience 'practice' to drive innovation in the way that we work, serve our customers and build our offerings. All aspects of defining the customer strategy and end-to-end service delivery design including feature adoption, proactive health management, support excellence, and customer insight programs for customers subscribing to our Mid-Market Products and Solutions are in scope. The role will play a pivotal part in helping us stand out from the crowd for the services that we provide. This team will need to be 'in the game' staying close to our customers and teams to really understand what matters to them, how well we deliver on this and how we empower our people to excel in everything that they do. You will also provide operational and thought leadership by setting strategy, developing priorities and managing programs that drive a highly effective and efficient organization, through the removal of waste, eliminating customer friction and driving customer advocacy. Our end to end approach to customer experience is what will accelerate Customer Success becoming an organizational strategic enabler versus a cost center.
**What you'll bring**
This position will report to the VP of Customer Experience Management and sits on a cross-functional Global Leadership Team. You will drive the strategic plans and associated products and services, proactively collaborating with Product Management, Marketing and Sales leaders to drive growth. You will lead a "customer-first" culture and mindset across the organization, which places emphasis on delighting customers in everything that we do.
+ A critical element of your role will be to create a well-integrated and highly effective team, partnering across multiple geographies, teams and segments. You will ensure an engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency and clear expectations. The ideal candidate will have a proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams. Additionally, the ideal candidate is a:
+ Team & Talent Builder: Has substantial senior leadership experience, managing senior level employees and/or other managers. A talent steward with a proven history of hiring, managing and developing high performing and highly engaged teams. Can coach and train others within teams and across the organization about the importance of curiosity in bold, large scale problems.
+ Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels. Experience working with a US based, multi-national company would be an asset. Can create alliances with other leaders across the organization to ensure solutions are backed up with data and being implemented with a systemic and strategic approach.
+ Strategic Thinking: Defines the overall strategy to ensure business growth and utilizes powerful messages to lead and promote a culture focused on problem solving. Uses external expertise, data and network to ensure best practices and trends are being leveraged.
+ Product Management & Experience Design Expert: Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment). Have led the creation of online experiences (from concept through production).
+ Business Leader: Business acumen with proven ability to deliver programs that accelerate organizational growth objectives. Must possess experience in developing clear compelling business cases that support prioritization of work. Aligns teams and initiatives around the organization to our short, medium and long term business goals.
+ Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO).
+ Change Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives.
+ Communicator: Excellent written and verbal communication skills including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPoint.
+ As this role has a global mandate and may be required as well as occasional meetings outside of typical business hours.
**How you will lead**
+ Build and execute a vision for Customer Experience that is aligned to strategic customer segment expectations and goals, for seamless, transparent and frictionless experiences that sustain mutual growth
+ Lead, organize and scale a Customer Experience (CX) practice within the organization. The team will be accountable for our Voice of Customer (VOC) Feedback Loop: Leading the elimination of pain points/friction and optimizing our customer experiences
+ Aggregate quantitative and qualitative insights, and collaborate with marketing, product development and product management to build, fix and enhance our products, policies, and communication
+ Use advocacy and inquiry to disrupt and challenge the status quo, proposing broad and strategic solutions to ensure product design eliminates friction and provides the best possible experience.
+ Define the optimal framework and ways of working, through end-to-end customer 'value' journeys and customer education programs that drive speed to benefit through feature adoption and utilization, proactive health management, and retention programs
+ Define and build strategies to deliver a foundation for support excellence, both proactive and reactive, that meet the customer where they need to be met and delivers ground-breaking support expertise that is powered by both AI and live experts
+ Optimize and drive change for customer-facing support teams to identify, synthesize and prioritize VOC and VOE data, building business cases for change and driving implementation of tactics and initiatives
+ Establish business goals to deliver our vision through customer and employee measures moving Customer Success from a cost center mentality to a serve to sell eco-system
+ Collaborate with Product, Engineering and UX teams to embed customer and employee data to remove root cause issues that drive poor experiences and low advocacy.
+ Lead and partner in programs and sprints to conceptualize, design and operationalize exceptional employee and customer experiences that deliver our True North Goals
+ Stay on top of industry leading trends and have curiosity in the Customer Experience and Technology industry to drive innovative thought leadership
+ Collaborate with all markets to understand localization challenges and facilitate a true global approach to systemic change that drives up customer measures of success and shareholder value. This strategy will also support our mission to be the team that drives customer advocacy and growth in all our markets; globally.
+ Own and lead the application of customer measurement dashboards that weave into the global CX planning process to ensure data backed decisions are made. Customer Success data is what drives our strategic decisions in brand, price, product and service.
+ Partner with the Growth Revenue team to identify expansion revenue opportunities
**MEASURES OF SUCCESS**
50 PRS | 85 tNPS | 85 CES | Time to Value | Customer Retention | Expansion Revenue | Life Time Value
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.
As Director of Intuit's Customer Experience team, you will be responsible for building and leading a customer experience 'practice' to drive innovation in the way that we work, serve our customers and build our offerings. All aspects of defining the customer strategy and end-to-end service delivery design including feature adoption, proactive health management, support excellence, and customer insight programs for customers subscribing to our Mid-Market Products and Solutions are in scope. The role will play a pivotal part in helping us stand out from the crowd for the services that we provide. This team will need to be 'in the game' staying close to our customers and teams to really understand what matters to them, how well we deliver on this and how we empower our people to excel in everything that they do. You will also provide operational and thought leadership by setting strategy, developing priorities and managing programs that drive a highly effective and efficient organization, through the removal of waste, eliminating customer friction and driving customer advocacy. Our end to end approach to customer experience is what will accelerate Customer Success becoming an organizational strategic enabler versus a cost center.
**What you'll bring**
This position will report to the VP of Customer Experience Management and sits on a cross-functional Global Leadership Team. You will drive the strategic plans and associated products and services, proactively collaborating with Product Management, Marketing and Sales leaders to drive growth. You will lead a "customer-first" culture and mindset across the organization, which places emphasis on delighting customers in everything that we do.
+ A critical element of your role will be to create a well-integrated and highly effective team, partnering across multiple geographies, teams and segments. You will ensure an engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency and clear expectations. The ideal candidate will have a proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams. Additionally, the ideal candidate is a:
+ Team & Talent Builder: Has substantial senior leadership experience, managing senior level employees and/or other managers. A talent steward with a proven history of hiring, managing and developing high performing and highly engaged teams. Can coach and train others within teams and across the organization about the importance of curiosity in bold, large scale problems.
+ Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels. Experience working with a US based, multi-national company would be an asset. Can create alliances with other leaders across the organization to ensure solutions are backed up with data and being implemented with a systemic and strategic approach.
+ Strategic Thinking: Defines the overall strategy to ensure business growth and utilizes powerful messages to lead and promote a culture focused on problem solving. Uses external expertise, data and network to ensure best practices and trends are being leveraged.
+ Product Management & Experience Design Expert: Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment). Have led the creation of online experiences (from concept through production).
+ Business Leader: Business acumen with proven ability to deliver programs that accelerate organizational growth objectives. Must possess experience in developing clear compelling business cases that support prioritization of work. Aligns teams and initiatives around the organization to our short, medium and long term business goals.
+ Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO).
+ Change Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives.
+ Communicator: Excellent written and verbal communication skills including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPoint.
+ As this role has a global mandate and may be required as well as occasional meetings outside of typical business hours.
**How you will lead**
+ Build and execute a vision for Customer Experience that is aligned to strategic customer segment expectations and goals, for seamless, transparent and frictionless experiences that sustain mutual growth
+ Lead, organize and scale a Customer Experience (CX) practice within the organization. The team will be accountable for our Voice of Customer (VOC) Feedback Loop: Leading the elimination of pain points/friction and optimizing our customer experiences
+ Aggregate quantitative and qualitative insights, and collaborate with marketing, product development and product management to build, fix and enhance our products, policies, and communication
+ Use advocacy and inquiry to disrupt and challenge the status quo, proposing broad and strategic solutions to ensure product design eliminates friction and provides the best possible experience.
+ Define the optimal framework and ways of working, through end-to-end customer 'value' journeys and customer education programs that drive speed to benefit through feature adoption and utilization, proactive health management, and retention programs
+ Define and build strategies to deliver a foundation for support excellence, both proactive and reactive, that meet the customer where they need to be met and delivers ground-breaking support expertise that is powered by both AI and live experts
+ Optimize and drive change for customer-facing support teams to identify, synthesize and prioritize VOC and VOE data, building business cases for change and driving implementation of tactics and initiatives
+ Establish business goals to deliver our vision through customer and employee measures moving Customer Success from a cost center mentality to a serve to sell eco-system
+ Collaborate with Product, Engineering and UX teams to embed customer and employee data to remove root cause issues that drive poor experiences and low advocacy.
+ Lead and partner in programs and sprints to conceptualize, design and operationalize exceptional employee and customer experiences that deliver our True North Goals
+ Stay on top of industry leading trends and have curiosity in the Customer Experience and Technology industry to drive innovative thought leadership
+ Collaborate with all markets to understand localization challenges and facilitate a true global approach to systemic change that drives up customer measures of success and shareholder value. This strategy will also support our mission to be the team that drives customer advocacy and growth in all our markets; globally.
+ Own and lead the application of customer measurement dashboards that weave into the global CX planning process to ensure data backed decisions are made. Customer Success data is what drives our strategic decisions in brand, price, product and service.
+ Partner with the Growth Revenue team to identify expansion revenue opportunities
**MEASURES OF SUCCESS**
50 PRS | 85 tNPS | 85 CES | Time to Value | Customer Retention | Expansion Revenue | Life Time Value
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.
View Now
4
Assistant Director (Customer Experience & Design, Public Health)
11795 West Islip, New York
SCIENTEC CONSULTING PTE. LTD.
Posted 1 day ago
Job Viewed
Job Description
️ Looking for Customer Experience & Process Design professionals! Public Health Sector Central working location Basic Salary + Attractive Bonuses (Up to 4.5 months) What the role is: Collect and analyse customer feedback from surveys, interactions, and data to spot trends, pain points, and opportunities. Turn these insights into clear recommendations for improving services (e.g., Contact Centre, Corporate Website, Social Media platforms, Mobile app, Roadshows). Oversee budgets, procurement, and vendor contracts , ensuring effective resource allocation and compliance. Continuously refine services to make them simple, inclusive, and aligned to customer needs. Promote a culture that embraces customer-centric improvements, addressing barriers and encouraging collaboration, adaptability, and continuous learning. Guide and inspire cross-functional teams, coaching them to grow their skills and capabilities in customer experience, insights, and service design. Requirements : Possesses minimum a Bachelor in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field. 10 years of experience in Customer experience, market research, service management, and data analytics. Certifications in Customer Experience Management (CXM), Service Design, Agile methodologies, BPR, Six Sigma, Lean methodologies, and data analytics are a bonus. Proven track record in leading teams with strong analytical and problem-solving skills. By submitting your resume, you consent to the collection, use, and disclosure of your personal information per ScienTec’s Privacy Policy (scientecconsulting.com/privacy-policy). This authorizes us to: Contact you about potential opportunities. Delete personal data as it is not required at this application stage. All applications will be processed with strict confidence. Only shortlisted candidates will be contacted. Goh Yi Min, Mai - R22104617 ScienTec Consulting Pte Ltd - 11C5781 #J-18808-Ljbffr
View Now
5
Director, Digital Customer Experience
92781 Tustin, California
Virgin Galactic
Posted today
Job Viewed
Job Description
Virgin Galactic is currently seeking a highly skilled Director, Digital Customer Experience to join the IT leadership team to help lead the development and evolution of our digital customer platform to enable a bespoke and exclusive customer journey. Reporting directly to the Chief Information Office, the Director, Digital Customer Experience will lead the delivery of a seamless, sustainable, and innovative digital platform that engages the customer and supports their journey from prospect to astronaut, driving trust and brand affinity. The Director, Digital Customer Experience will be responsible for planning, secure development, integrations, testing and support of the digital customer platform for the enterprise.
With responsibility for the end-to-end solution, the ideal candidate will have a strong background in developing digital business to consumer solutions for a luxury brand(s). The platform will require multiple integrations, including SalesForce, credit card/bank payment processing systems, and content/document management systems. This role will collaborate closely with our Customer Experience and Sales teams as well as our third-party design and development agencies, requiring strong communication, interpersonal, and project management skills.
**Responsibilities**
+ Provide strategic direction and leadership to a development and support team consisting of individual contributors, in-house and outsourced teams to ensure projects are delivered on time, within budget, and meet functional and security requirements.
+ Maintain robust development processes and ensure that requirements are defined, tracked and communicated in a consistent and effective manner, incorporating effective release, change and risk management controls.
+ Build and manage relationships with senior leaders within the IT organization and the business/ functional teams.
+ Create IT and business cross-functional teams optimized for successful delivery of programs.
+ Build and execute platform roadmaps to support corporate strategy and goals/timelines.
+ Manage vendor relationships and third-party service providers, ensuring adherence to SLAs and contractual agreements.
+ Drive continuous improvement initiatives to optimize processes, enhance efficiency, and deliver maximum value to the organization.
+ Stay abreast of industry trends and emerging technologies, providing recommendations and insights for future initiatives.
+ Work with Customer Service, Information Security, and Infrastructure & Operations teams to ensure seamless, rapid response and resolution of platform related service support cases.
+ Identify gaps & issues in technical requirements, processes, or projects, and actively address in collaboration with the business solutions and project delivery teams.
+ Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed.
+ Manage the Digital Customer Experience budget and provide input on the administration of related operating and project related budgets.
+ Author reports, documents, and present analyses, project status, risks and issues, as well as provide remediation plans.
**Required Skills and Experience**
+ Bachelor's or Master's degree in Computer Science, Information Systems, Business Management or a related field, or equivalent work experience.
+ Minimum ten (10) years of Software and Application Development experience in a leadership role with a proven track record of developing enterprise grade web-based applications.
+ Strong understanding of secure, web-based application architecture and infrastructure.
+ Proven experience with software development project methodologies (SDLC, Agile, PMP, Scrum).
+ Proven experience in complex digital customer experience platforms with SalesForce integrations, preferably with luxury consumer brands.
+ Five (5) or more years of work within complex manufacturing and high-technology business processes and deep understanding of CRM business flows.
+ Proven experience in Microsoft Cloud services and related cloud technologies.
+ The ability to motivate, inspire, counsel, and facilitate individuals and teams to take responsibility and accountability for goals.
+ Requires a blend of business, technical, financial, analytical, and communication skills and the ability to influence at all levels of the organization.
+ Excellent critical/structured analysis, strategic planning, and project execution skills.
**Preferred Skills and Experience**
+ Experience in Aerospace and Defense industries a plus.
+ Strong interpersonal skills, with a demonstrated ability to make effective decisions while working through complex issues.
+ Must be able to utilize and effectively communicate functional and technical components of an initiative to applicable parties both verbally and through documentation.
+ Able to define activity roadmaps considering limited and scarce resources.
+ Experience recognizing and implementing improved efficiencies and productivity.
+ Able to mediate issues between users, team members or other personnel and subordinates.
+ Strong mentorship abilities and approach for direct and indirect reports.
+ Possessing a proactive, agile and strategic mindset is a must.
+ Able to cope with adversity and handle urgent system issues under pressure.
+ Able to embrace and adapt to change while demonstrating flexibility, and the ability to develop and follow new processes.
+ Must be a team player with a passion for building relationships and providing exceptional service.
#LI-AB1
The annual U.S. base salary range for this full-time position is $126,900.00-$203,075.00. The base pay actually offered will vary depending on job-related knowledge, skills, location, and experience and take into account internal equity. Other forms of pay (e.g., bonus or long term incentive) may be provided as part of the compensation package, in addition to a full range of medical, financial, and other benefits, dependent on the position offered. For more information regarding Virgin Galactic benefits, please visit We Are**
_Virgin Galactic is an aerospace and space travel company, pioneering human spaceflight for private individuals and researchers with its advanced air and space vehicles. We are making the dream of space travel a reality, delivering spaceflight at an unprecedented frequency, with the development of next generation space vehicles_ _._
Export Requirements
To conform to U.S. Government export regulations, applicant must be a U.S. Person (either a U.S. citizen, a lawful permanent resident or a protected individual as defined 8 U.S.C. 1324b(a)(3) or be able to obtain the required authorization from either the U.S. Department of State or the U.S. Department of Commerce. The applicant must also not be included in the list of Specifically Designated Nationals and Blocked Persons maintained by the Office of Foreign Assets Control. See list **here** .
EEO Statement
Virgin Galactic is an Equal Opportunity Employer; employment with Virgin Galactic is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, gender identity, national origin/ethnicity, veteran status, disability status, age, sexual orientation, marital status, mental or physical disability or any other legally protected status.
DRUG FREE WORKPLACE
Virgin Galactic is committed to a Drug Free Workplace. All applicants post offer and active teammates are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies. This can include pre-employment, random, reasonable suspicion, and accident related drug and alcohol testing.
PHOENIX EMPLOYMENT REQUIREMENTS
For individuals seeking employment at our Phoenix Mesa Gateway Airport facility, employment is contingent upon you obtaining and maintaining a TSA authorized security badge. This includes initial and annual mandatory background checks that are governed by TSA, and conducted by the Phoenix Mesa Gateway Airport badging office.
With responsibility for the end-to-end solution, the ideal candidate will have a strong background in developing digital business to consumer solutions for a luxury brand(s). The platform will require multiple integrations, including SalesForce, credit card/bank payment processing systems, and content/document management systems. This role will collaborate closely with our Customer Experience and Sales teams as well as our third-party design and development agencies, requiring strong communication, interpersonal, and project management skills.
**Responsibilities**
+ Provide strategic direction and leadership to a development and support team consisting of individual contributors, in-house and outsourced teams to ensure projects are delivered on time, within budget, and meet functional and security requirements.
+ Maintain robust development processes and ensure that requirements are defined, tracked and communicated in a consistent and effective manner, incorporating effective release, change and risk management controls.
+ Build and manage relationships with senior leaders within the IT organization and the business/ functional teams.
+ Create IT and business cross-functional teams optimized for successful delivery of programs.
+ Build and execute platform roadmaps to support corporate strategy and goals/timelines.
+ Manage vendor relationships and third-party service providers, ensuring adherence to SLAs and contractual agreements.
+ Drive continuous improvement initiatives to optimize processes, enhance efficiency, and deliver maximum value to the organization.
+ Stay abreast of industry trends and emerging technologies, providing recommendations and insights for future initiatives.
+ Work with Customer Service, Information Security, and Infrastructure & Operations teams to ensure seamless, rapid response and resolution of platform related service support cases.
+ Identify gaps & issues in technical requirements, processes, or projects, and actively address in collaboration with the business solutions and project delivery teams.
+ Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed.
+ Manage the Digital Customer Experience budget and provide input on the administration of related operating and project related budgets.
+ Author reports, documents, and present analyses, project status, risks and issues, as well as provide remediation plans.
**Required Skills and Experience**
+ Bachelor's or Master's degree in Computer Science, Information Systems, Business Management or a related field, or equivalent work experience.
+ Minimum ten (10) years of Software and Application Development experience in a leadership role with a proven track record of developing enterprise grade web-based applications.
+ Strong understanding of secure, web-based application architecture and infrastructure.
+ Proven experience with software development project methodologies (SDLC, Agile, PMP, Scrum).
+ Proven experience in complex digital customer experience platforms with SalesForce integrations, preferably with luxury consumer brands.
+ Five (5) or more years of work within complex manufacturing and high-technology business processes and deep understanding of CRM business flows.
+ Proven experience in Microsoft Cloud services and related cloud technologies.
+ The ability to motivate, inspire, counsel, and facilitate individuals and teams to take responsibility and accountability for goals.
+ Requires a blend of business, technical, financial, analytical, and communication skills and the ability to influence at all levels of the organization.
+ Excellent critical/structured analysis, strategic planning, and project execution skills.
**Preferred Skills and Experience**
+ Experience in Aerospace and Defense industries a plus.
+ Strong interpersonal skills, with a demonstrated ability to make effective decisions while working through complex issues.
+ Must be able to utilize and effectively communicate functional and technical components of an initiative to applicable parties both verbally and through documentation.
+ Able to define activity roadmaps considering limited and scarce resources.
+ Experience recognizing and implementing improved efficiencies and productivity.
+ Able to mediate issues between users, team members or other personnel and subordinates.
+ Strong mentorship abilities and approach for direct and indirect reports.
+ Possessing a proactive, agile and strategic mindset is a must.
+ Able to cope with adversity and handle urgent system issues under pressure.
+ Able to embrace and adapt to change while demonstrating flexibility, and the ability to develop and follow new processes.
+ Must be a team player with a passion for building relationships and providing exceptional service.
#LI-AB1
The annual U.S. base salary range for this full-time position is $126,900.00-$203,075.00. The base pay actually offered will vary depending on job-related knowledge, skills, location, and experience and take into account internal equity. Other forms of pay (e.g., bonus or long term incentive) may be provided as part of the compensation package, in addition to a full range of medical, financial, and other benefits, dependent on the position offered. For more information regarding Virgin Galactic benefits, please visit We Are**
_Virgin Galactic is an aerospace and space travel company, pioneering human spaceflight for private individuals and researchers with its advanced air and space vehicles. We are making the dream of space travel a reality, delivering spaceflight at an unprecedented frequency, with the development of next generation space vehicles_ _._
Export Requirements
To conform to U.S. Government export regulations, applicant must be a U.S. Person (either a U.S. citizen, a lawful permanent resident or a protected individual as defined 8 U.S.C. 1324b(a)(3) or be able to obtain the required authorization from either the U.S. Department of State or the U.S. Department of Commerce. The applicant must also not be included in the list of Specifically Designated Nationals and Blocked Persons maintained by the Office of Foreign Assets Control. See list **here** .
EEO Statement
Virgin Galactic is an Equal Opportunity Employer; employment with Virgin Galactic is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, gender identity, national origin/ethnicity, veteran status, disability status, age, sexual orientation, marital status, mental or physical disability or any other legally protected status.
DRUG FREE WORKPLACE
Virgin Galactic is committed to a Drug Free Workplace. All applicants post offer and active teammates are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies. This can include pre-employment, random, reasonable suspicion, and accident related drug and alcohol testing.
PHOENIX EMPLOYMENT REQUIREMENTS
For individuals seeking employment at our Phoenix Mesa Gateway Airport facility, employment is contingent upon you obtaining and maintaining a TSA authorized security badge. This includes initial and annual mandatory background checks that are governed by TSA, and conducted by the Phoenix Mesa Gateway Airport badging office.
View Now
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6
Director of Customer Experience
19381 West Chester, Pennsylvania
Robert Half
Posted 11 days ago
Job Viewed
Job Description
Description
Industry-leading company seeks a Director of Customer Experience with proven expertise in customer experience, customer service, customer success and leadership. As the Director of Customer Experience, you will oversee the proper operations of the customer service department and ensure customers are receiving timely, accurate and professional service. This candidate will also monitor target revenues, implement sales strategies, create annual department budgets and forecast, manage department expenses, handle employee performance reviews, direct data management, develop and implement customer service policies, prepare monthly tracking reports, draft internal correspondence, maintain customer records, and assist other departments as needed for customer service functions. The ideal candidate for this role should have corporate customer service experience, strong multi-tasking capabilities, and excellent problem-solving skills.
What you get to do everyday
· Account/Database Management
· Order Management
· Resolve customer inquiries/billing disputes
· Develop and implement customer service strategies
· Oversee training and research programs
· Collaborate cross-functionally with other departments
· Troubleshoot data performance inquiries
· Train, Coach, and Mentor Customer Service Team
Requirements
The ideal Director of Customer Experience will have a Bachelors degree in Business Administration.
Other requirements for the Director of Customer Experience role include and are not limited to:
· 5+ years of Customer leadership experience
· MUST have experience working with sales teams as well as customer service teams
· Knowledge of KPI's, employee relations, etc.
· Strong analytical skills and ability to interpret customer data
· Proficiency with CRM systems, customer feedback platforms, and customer analytics tools
For more information on this Director of Customer Experience position and other full time accounting and finance opportunities, please contact us at and reference JO#03710- .
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ( and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ( .
Industry-leading company seeks a Director of Customer Experience with proven expertise in customer experience, customer service, customer success and leadership. As the Director of Customer Experience, you will oversee the proper operations of the customer service department and ensure customers are receiving timely, accurate and professional service. This candidate will also monitor target revenues, implement sales strategies, create annual department budgets and forecast, manage department expenses, handle employee performance reviews, direct data management, develop and implement customer service policies, prepare monthly tracking reports, draft internal correspondence, maintain customer records, and assist other departments as needed for customer service functions. The ideal candidate for this role should have corporate customer service experience, strong multi-tasking capabilities, and excellent problem-solving skills.
What you get to do everyday
· Account/Database Management
· Order Management
· Resolve customer inquiries/billing disputes
· Develop and implement customer service strategies
· Oversee training and research programs
· Collaborate cross-functionally with other departments
· Troubleshoot data performance inquiries
· Train, Coach, and Mentor Customer Service Team
Requirements
The ideal Director of Customer Experience will have a Bachelors degree in Business Administration.
Other requirements for the Director of Customer Experience role include and are not limited to:
· 5+ years of Customer leadership experience
· MUST have experience working with sales teams as well as customer service teams
· Knowledge of KPI's, employee relations, etc.
· Strong analytical skills and ability to interpret customer data
· Proficiency with CRM systems, customer feedback platforms, and customer analytics tools
For more information on this Director of Customer Experience position and other full time accounting and finance opportunities, please contact us at and reference JO#03710- .
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ( and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ( .
View Now
7
Director of Customer Experience
LoadUp Technologies
Posted 4 days ago
Job Viewed
Job Description
WHO WE ARE
LoadUp is a modern junk removal and home services company leveraging proprietary technology to connect consumers with a nationwide network of independently contracted service providers. We pride ourselves on being a customer-centric organization, revolutionizing the way home services are delivered.
We are looking for talented, committed, driven individuals to join our team! LoadUp is a certified Great Place to Work® and is among Inc.’s list of the 5000 Fastest-Growing companies four years in a row (2019 - 2023).
OUR CORE BELIEFS
At LoadUp, we exist to glorify God by pursuing excellence in all we do. Our definition of excellence is not perfection but rather a commitment to continual improvement, attention to detail, and the highest level of integrity. While each team member has a specific, clearly defined role, we’re all connected by a strong set of core beliefs that have been developed to foster advancement and guide our decisions. To bring out the best in our people, we look for individuals who exhibit these core beliefs every day.
- Profit Drives Purpose - We believe running a profitable business affords us the opportunity to fulfill our professional and personal purpose in life.
- Right Shell - We constantly need to be evaluating whether our processes, systems, and people are right sized for maximum agility.
- Own It - Everyone has a stake in the company and, therefore, is responsible for their performance.
- Fellowship Matters - We believe there is power and connection in being present in the same physical space.
- Live in Truth - We’re committed to winning the right way. Call it like it is. No sugar coating.
- Action Over Words - Words are important but 1000 words get trumped by 1 intentional action.
- Build to Last - We’re building this company to last and withstand the test of time. We play the long game in our decision-making and execution.
ABOUT THE ROLE
We’re seeking a strategic, hands-on Director of Customer Experience to lead and scale our customer support, quality, and CX functions. This is an opportunity for a senior leader ready to step into a Director role —one who’s passionate about blending operational excellence with human-centered support to shape the future of a tech-enabled service company.
You'll lead a team of support specialists, operations managers, and systems leaders to deliver fast, seamless, and human-centered experience-across chat, phone, and self-service channels. As the voice of our customers, you'll work cross-functionally with Product, Supply Ops, Sales, and Marketing to champion insights and drive meaningful improvements across the business.
WHAT YOU'LL DO
Lead & Scale a High-Impact CX Team
- Oversee day-to-day operations across all channels (voice, SMS, email, chat).
- Manage, mentor, and grow a team of managers, team leads, and QA specialists.
- Build a culture of accountability, empathy, and performance.
Shape the Strategy
- Own key CX metrics: CSAT, FCR, AHT, SLA.
- Design and execute a roadmap to elevate both customer and agent experience.
- Optimize support channels, tech stack, and self-service automation.
Drive CX Operations Excellence
- Own our CX systems (Kustomer, Aircall, Help Center, etc.).
- Develop scalable systems for QA, training, onboarding, and scheduling.
- Create SOPs and escalation protocols that work in real life situations.
Be the Voice of the Customer
- Influence product and operations decisions with real customer insight.
- Collaborate closely with Product, Engineering, Marketing, and Operations.
- Ensure alignment between our digital platform and real-world service.
Manage Risk & Resolution
- Oversee escalations, refunds, and claims.
- Partner with Legal and Ops on incident response and safety processes.
WHAT YOU BRING
- 5-7+ years in customer experience, support, or CX operations, with at least 3 years in leadership.
- Experience in on-demand, logistics, or marketplace environments is highly preferred.
- Strong B2C background; B2B exposure is a bonus.
- Skilled in managing remote, distributed , or hybrid teams.
- Fluent in support platforms and support KPIs.
- Comfortability working in a fast-paced, high-growth environment .
WHO YOU ARE
- A systems thinker with a heart for the customer.
- A builder and operator who thrives in high-growth environment.
- A cross-functional leader who's equally at home in standups, exec meetings, and customer chats.
- A coach and mentor who inspires teams to be their best.
WHAT YOU CAN EXPECT
At LoadUp our goal is to foster an environment that celebrates the success of all team members and build a winning culture. We offer a dynamic, transparent work environment where innovative ideas thrive, and teamwork is key to providing exceptional service to our customers. If you're looking to contribute to a company that values making a positive impact while constantly seeking new paths to success, we're the perfect place for you.
- Competitive Compensation – Earn a competitive salary that rewards results and leadership impact.
- Comprehensive Health & Wellness Benefits – Medical, Dental, Vision, and Life Insurance coverage to support your well-being, on and off the job.
- Flexible Spending & Savings Options – Tailor your healthcare planning with FSA or HSA accounts, putting control and flexibility in your hands.
- Generous Paid Time Off – Take the time you need to rest, recharge, or explore life outside of work.
- 401(k) with 5% Company Match – Plan for the long-term, including a generous company contribution.
- Employee Recognition Program – Get rewarded and celebrated for your hard work and contributions.
- Monthly Lifestyle Stipends – Support for the essentials, or the extras, designed to enhance your everyday experience.
- Referral Rewards Program – Help us build a high-performing team and get rewarded for referring great talent.
- Growth with Purpose – We're a scaling company where leadership roles evolve. You'll have the opportunity to grow alongside the business and shape its future.
LoadUp is an equal-opportunity employer and values diversity in the workplace. We encourage all qualified individuals to apply.
Apply Now
8
Director, Customer & Omni Experience Insights
60015 Deerfield, Illinois
Walgreens
Posted today
Job Viewed
Job Description
**Job Description:**
**Job Summary**
Director leads analytics and insights team taking a holistic view of the customer across all lines of business and customer touchpoints. Delivers actionable recommendations leveraging a variety of data, research, and analytics techniques. Collaborates with multiple cross functional partners such as marketing, loyalty, merchandising, pharmacy operations, digital product, and finance to drive impactful enterprise initiatives. Particular focus areas for the role will include support for customer strategy, loyalty programs, cross channel customer engagement and digital commerce.
**Job Responsibilities**
+ Builds the formal frameworks and methodologies for approaching major strategic issues both leveraging existing resources and creating new innovative concepts across the Company for area of expertise
+ Ensures process and structural fit with key stakeholders
+ Performs as a focal point for cross-functional teams and liaison to stakeholders in developing and implementing frameworks
+ Develops effective working relationships with stakeholders to achieve targeted goals and/or solutions
+ Counsels key stakeholders on areas of expertise
+ Partners cross-functionally to translate and define business needs for area of responsibility to execute against
+ Strategically partners cross-functionally to develop the strategies and actionable roadmap to meet goals
+ Develops short- and long-range strategies, plans and actionable goals
+ Oversees implementation of procedures, processes, and policies that have significant impact upon the organization
+ Makes recommendations for the formulation of the strategies and operating plans of the specified area of responsibility, then, based on prevailing conditions executes or adjusts the operating plans of the business unit directed
+ Shares complex information related to areas of expertise
+ Interacts with senior management to keep abreast of objectives
+ Interacts with direct reports and peers in management / customers / vendors to interpret information and improve cross-functional processes and programs
+ Builds and enhances key internal and external contacts
+ Sets financial, operational and quality objectives and develops/oversees operating plans for the area of responsibility
+ Ensures growth and optimization of consumer awareness, market share and/or specified initiatives
+ Reviews the competitive marketplace and makes recommendations for adjustments to operational activities based upon identified information
+ May develop budget for specified area of responsibility and delivers against business goals/objectives
+ Analyzes performance drivers, proactively determines actionable strategy, and then contributes to identifying solutions for mitigation and/or optimization to achieve overall business goals
+ Directs teams accountable for daily operations
+ Oversees and directs the work of managers, senior managers and their subordinates. Obtains and allocates resources to meet operating plans
+ Ensures the ongoing training and development of direct reports
+ Develops and mentors staff through on-boarding, open communication, training and development opportunities and performance management processes; builds and maintains employee morale and motivation; ensures the team is appropriately staffed with required competencies; fosters a diverse and inclusive workplace
**About Walgreens**
Founded in 1901, Walgreens ( has a storied heritage of caring for communities for generations, and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.
Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients' care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at .
**#LI-CB1**
**Job ID:** 1636827BR
**Title:** Director, Customer & Omni Experience Insights
**Company Indicator:** Walgreens
**Employment Type:**
**Job Function:** Marketing
**Full Store Address:** 200 WILMOT RD,DEERFIELD,IL 60015
**Full District Office Address:** 200 WILMOT RD,DEERFIELD,IL,60015-04620-0001-2
**External Basic Qualifications:**
+ Bachelor's degree and at least 6 years of experience in promotions, marketing, retail, analytics, pricing, consumer packaged goods, insights, consumer research, vendor collaboration, inventory, category management and/or business analysis
+ OR High School/GED and at least 9 years of experience in promotions, marketing, retail, analytics, pricing, consumer packaged goods, insights, consumer research, vendor collaboration, inventory, category management and/or business analysis
+ Experience establishing & maintaining relationships with individuals at all levels of the organization, including the executive level
+ Experience developing strategic initiatives which align with business goals and budget
+ Experience identifying operational issues and recommending and implementing strategies to resolve problems
+ Experience leading cross-functional teams
+ Experience interacting at the executive level
+ Experience managing client-facing programs
+ At least 2 years of experience contributing to financial decisions in the workplace
+ At least 3 years experience of direct leadership and/or cross functional team leadership
+ Willing to travel up to 10% of the time for business purposed (within state and out of state)
**Preferred Qualifications:**
+ Master's Degree or MBA
+ Experience supporting cross-channel stakeholder strategy and execution
+ Expertise in digital engagement measurement, optimization, and best practices
+ Experience using syndicated data sources such as Circana, Numerator, Nielsen, etc
+ Experience with analytics & data visualization platforms such as Adobe, APT, or Power Bi
+ Proficiency extracting data with SQL
+ Ability to synthesize data from multiple sources and turn into concise, actionable recommendations
+ Experience building and delivering presentations for executive level audiences
We will consider employment of qualified applicants with arrest and conviction records.
**Shift:**
**Store:**
**Job Summary**
Director leads analytics and insights team taking a holistic view of the customer across all lines of business and customer touchpoints. Delivers actionable recommendations leveraging a variety of data, research, and analytics techniques. Collaborates with multiple cross functional partners such as marketing, loyalty, merchandising, pharmacy operations, digital product, and finance to drive impactful enterprise initiatives. Particular focus areas for the role will include support for customer strategy, loyalty programs, cross channel customer engagement and digital commerce.
**Job Responsibilities**
+ Builds the formal frameworks and methodologies for approaching major strategic issues both leveraging existing resources and creating new innovative concepts across the Company for area of expertise
+ Ensures process and structural fit with key stakeholders
+ Performs as a focal point for cross-functional teams and liaison to stakeholders in developing and implementing frameworks
+ Develops effective working relationships with stakeholders to achieve targeted goals and/or solutions
+ Counsels key stakeholders on areas of expertise
+ Partners cross-functionally to translate and define business needs for area of responsibility to execute against
+ Strategically partners cross-functionally to develop the strategies and actionable roadmap to meet goals
+ Develops short- and long-range strategies, plans and actionable goals
+ Oversees implementation of procedures, processes, and policies that have significant impact upon the organization
+ Makes recommendations for the formulation of the strategies and operating plans of the specified area of responsibility, then, based on prevailing conditions executes or adjusts the operating plans of the business unit directed
+ Shares complex information related to areas of expertise
+ Interacts with senior management to keep abreast of objectives
+ Interacts with direct reports and peers in management / customers / vendors to interpret information and improve cross-functional processes and programs
+ Builds and enhances key internal and external contacts
+ Sets financial, operational and quality objectives and develops/oversees operating plans for the area of responsibility
+ Ensures growth and optimization of consumer awareness, market share and/or specified initiatives
+ Reviews the competitive marketplace and makes recommendations for adjustments to operational activities based upon identified information
+ May develop budget for specified area of responsibility and delivers against business goals/objectives
+ Analyzes performance drivers, proactively determines actionable strategy, and then contributes to identifying solutions for mitigation and/or optimization to achieve overall business goals
+ Directs teams accountable for daily operations
+ Oversees and directs the work of managers, senior managers and their subordinates. Obtains and allocates resources to meet operating plans
+ Ensures the ongoing training and development of direct reports
+ Develops and mentors staff through on-boarding, open communication, training and development opportunities and performance management processes; builds and maintains employee morale and motivation; ensures the team is appropriately staffed with required competencies; fosters a diverse and inclusive workplace
**About Walgreens**
Founded in 1901, Walgreens ( has a storied heritage of caring for communities for generations, and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.
Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients' care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at .
**#LI-CB1**
**Job ID:** 1636827BR
**Title:** Director, Customer & Omni Experience Insights
**Company Indicator:** Walgreens
**Employment Type:**
**Job Function:** Marketing
**Full Store Address:** 200 WILMOT RD,DEERFIELD,IL 60015
**Full District Office Address:** 200 WILMOT RD,DEERFIELD,IL,60015-04620-0001-2
**External Basic Qualifications:**
+ Bachelor's degree and at least 6 years of experience in promotions, marketing, retail, analytics, pricing, consumer packaged goods, insights, consumer research, vendor collaboration, inventory, category management and/or business analysis
+ OR High School/GED and at least 9 years of experience in promotions, marketing, retail, analytics, pricing, consumer packaged goods, insights, consumer research, vendor collaboration, inventory, category management and/or business analysis
+ Experience establishing & maintaining relationships with individuals at all levels of the organization, including the executive level
+ Experience developing strategic initiatives which align with business goals and budget
+ Experience identifying operational issues and recommending and implementing strategies to resolve problems
+ Experience leading cross-functional teams
+ Experience interacting at the executive level
+ Experience managing client-facing programs
+ At least 2 years of experience contributing to financial decisions in the workplace
+ At least 3 years experience of direct leadership and/or cross functional team leadership
+ Willing to travel up to 10% of the time for business purposed (within state and out of state)
**Preferred Qualifications:**
+ Master's Degree or MBA
+ Experience supporting cross-channel stakeholder strategy and execution
+ Expertise in digital engagement measurement, optimization, and best practices
+ Experience using syndicated data sources such as Circana, Numerator, Nielsen, etc
+ Experience with analytics & data visualization platforms such as Adobe, APT, or Power Bi
+ Proficiency extracting data with SQL
+ Ability to synthesize data from multiple sources and turn into concise, actionable recommendations
+ Experience building and delivering presentations for executive level audiences
We will consider employment of qualified applicants with arrest and conviction records.
**Shift:**
**Store:**
View Now
9