The leader of Company’s Customer Experience Management (CXM) team will build the company’s capability to systematically measure and improve all our customers’ experiences with Company. This team will leverage industry best practices, methodologies, and tools including, but not limited to, the Net Promoter System and Lean Six Sigma to deliver business transformation and a high level of operating performance excellence. The CXM team will be accountable for ensuring that the voice of the customer (VOC) is captured consistently around the world and across all lines of business. Furthermore, the CXM team will also be responsible for determination of a quality policy, creating and implementing quality planning and assurance, and quality control and quality improvement to further improve our relationships with our customers.
The position is the leader of a small – but critical – global team that will be responsible for developing an entirely new global capability across Company, so creative thinking and a self-starter attitude are required. This person will be responsible for the overall process transformation effort and will be responsible for overseeing the identification, implementation, and sustainment of results from performance excellence efforts.
- Accountable for the on-going development of the CXM team, tools, and supporting processes.
- Development of cross-functional and cross-regional relationships with Company’s leadership teams to ensure the acceptance and success of the CXM function; seen as a subject matter expert and a trusted advisor.
- Possesses the organizational freedom to resolve matters pertaining to quality and maintain/improve customer satisfaction.
- Embrace a continuous improvement mindset to ensure that the team, tools, and processes are supporting and enabling Company’s growth.
- Create an inspiring team environment with an open communication culture.
- Be a change leader who leads by example exhibiting Company’s values and behaviors within daily work.
- Establishes team performance standards in alignment with Company’s high performance culture.
WHAT YOU WILL BE DOING
- Create a global capability focused on three major areas of complimentary responsibility:
- Customer Experience Strategy: accountable for the development and delivery of the enterprise-wide customer experience program (i.e., Net Promoter System) and other customer feedback collection capabilities.
- Customer Quality Monitoring and Governance: accountable for the definition, enterprise-wide tracking, escalation, and insights supporting Company’s quality standard.
- Customer Delivery Optimization: accountable for the segment or product-focused value streams within Company, VOC/insights for quality and process improvements, risk assessment and prioritization, issue triage, improvement design and execution.
- Ensures that the VOC is well heard throughout the Company organization – globally and across all lines of business – and that action plans are put in place to convert Detractors/Passives and mobilize Promoters.
- Champions the business process transformation efforts as ‘the way we do business’ and helps drive acceptance of solutions.
- Develop, implement, update, and maintain strategy and methodology for business process excellence and continuous improvement as well as providing strategic direction and expertise.
- Analyze business processes and work collaboratively with stakeholders on improvement plans; serve as an advocate for best practices.
- Budget accountabilities include the planning and monitoring of all transformation related expense within the organization and oversee monitoring and reporting of cost of poor quality.
- Assists leaders in identifying key opportunities that will provide the optimum benefits to our customers and the business results.
- Lead and work closely with the business on defining metrics, providing in-depth analytics, problem solving, and root cause analysis.
- Document and deliver reports to management and stakeholders on improvement strategies and results as needed and during periodic management reviews.
- Train and mentor on the tools, processes, approaches and change management needed to implement improvements.
- Manage a team of professionals, ensuring the successful and on schedule delivery of projects, status updates, and reports.
- Stay abreast of industry best practices and regulatory trends and report as appropriate during periodic management review meetings.
- Work cross-functionally within the organization and able to help in decision making.
- Monitor team performance and report on metrics; ensure compliance with the established process.
- Coordinates reward and recognition program for customer experience and business process transformation participants.
- Manages the relationship with relevant third-party solutions providers as necessary.
- Perform other assigned projects and functions as directed by management.
WHAT YOU BRING TO THE TEAM
- Bachelor’s Degree in Business or equivalent combination of education and experience
- 12 plus years of relevant experience
- Strong analytical skills and demonstrated ability to effectively analyze data to identify trends and performance results.
- Must be a systems thinker; ability to look across functional lines for gaps/opportunities.
- Experience managing a customer experience program, preferably the Net Promoter System.
- Excellent verbal and written communication, organizational, multi-tasking, attention to detail, and problem-solving skills.
- Ability to independently organize and prioritize workload within a fast-paced environment to meet deadlines.
- Collaborative leader of people who embraces innovation and diversity of thought.
- Motivated, self-starter, organized, and effective communicator.
- Proven capabilities in applying drive and initiative into projects and working cross-functionally with multiple stakeholders.
- Green Belt Certification in Lean and/or Six Sigma preferably certified by the ASQ.
ADDITIONAL PREFERRED SKILLS
- Master’s Degree is preferred. Formal education within Operations Management is preferred.
- Possess intermediate statistical knowledge and the ability to learn and apply statistics to process and product improvement projects.
- Black Belt Certification in Lean and/or Six Sigma preferably certified by the ASQ.
COMPANY’S CORE VALUES (REQUIRED FOR THIS JOB)
Be a trusted partner: Act with integrity and positive intent
Focus on the customer: Keep the needs of both internal and external customers as well as consumers front and center
Act like an owner: Think holistically about how your role helps fulfill our Mission
Be innovative: Share and scale the best ideas regardless of origin
Strive for simplicity: Add meaning and eliminate complexity
Value personal and professional growth: Contribute to an environment that enables individual, team and organizational success