Vice President - Customer Experience (provides relocation assistance)
Location: US, NY, Levittown
Employment type: Full-time
Required experience: Director
Industry: Information Technology and Services
Salary range: 150000-200000
Company profile: Places Senior Technology and Data professionals nationwide with a focus on Software Engineering, Big Data, Analytics, Business Intelligence/Data Warehousing, Cloud Computing, DevOps, and Security.Preferred Member of the Top Echelon Network, a professional group of over 600 partner firms, providing access to thousands of positions and candidates nationwide.Subscribe and View OpportunitiesAnalytic Search Group, LLC174 Nassau Street, #301Princeton, NJ 08542(609) 895-9888
Description: The Vice President of Customer Experience is responsible for creating and driving a best in class customer experience for all products and customer segments. With a keen focus on ensuring the highest possible customer satisfaction with our products and interactions with the company, the Vice President of Customer Experience will ensure that the company delights our customers at every “moment of truth”. The Vice President will establish the blueprint for end-to-end customer experience across all touch-points in the lifecycle (awareness, purchase, install, use, bill, support, repair, retention) and define target experience at each touch-point ensuring a holistic experience. Working cross-functionally to align and mobilize the entire company around one view of the customer experience, the Vice President will define, develop and oversee the implementation of a portfolio of initiatives designed to improve the customer experience. Leveraging data to identify key opportunities for improving the customer experience and build customer loyalty, the incumbent will align key touch points with KPI measurement framework.Additional responsibilities include: working cross-functionally with business partners to affect change via people, policy or system changes with the end-customer in mind; managing a team of customer experience project management professionals to drive focus, prioritization, execution and accountability for identifying the most impactful customer experience gaps; supporting the Customer Integration Management team in the end-to-end implementation of change, most notably in operations, walk in centers, and call centers; working to establish the baseline customer experience and moments of truth; and, partners with Marketing and Customer Service organizations to drive connectivity between customer experience/care/loyalty initiatives.
Requirements: • Bachelor’s Degree in Business, Marketing or other related field. MBA is preferred.• Must have a minimum of ten to fifteen years business leadership in: customer experience, customer loyalty, customer care, marketing or product management in a service industry• Minimum of five years of experience managing multiple direct reports and demonstrated ability to develop and deliver on measurable goals• Minimum of five to ten years experience with call centers, sales and service organizations• Must have formal leadership experience overseeing client/customer-centric programs/initiatives• Extensive knowledge and expertise regarding customer lifecycle and technology/product touch points• Comprehensive understanding of what drives customer satisfaction, best practices, and how to measure related progress• Experience in service industry with exposure to operational roles• Ideally has direct product management experience• Experience in telecom/cable industry, exposure to operational roles
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