About the Role
Director, Customer Experience
Location Remote
Category Marketing & Communications
Job Id JR102697
Job Type Full time
Remote Remote
Summary:
The Director of Customer Experience will be instrumental in building a world class customer center of excellence group and be a leading force in implementing cutting-edge customer experiences. The Director will support setting the vision, strategy, goals, fosters collaboration, and motivates a team to achieve outstanding results and exceed customer expectations. Excellent business acumen to drive continuous improvement opportunities, facilitate stronger partnerships with other leaders and thought partners and stakeholders across Freedom Mortgage to drive our “Customers for Life” strategy across the organization.
Essential Job Duties and Responsibilities:
- Develops and coaches the team to conduct advanced customer analytics and applying customer insights to drive business growth, retention and ongoing process transformation.
- Leads the implementation of processes, technology/tools, education and best practices to increase adoption of customer insights.
- Evaluates how future technology solutions and methodologies affect current and future business strategies and practices always with a customer/end-user focus.
- Keeps current with emerging technology applications and business trends; identify best practices from these trends to implement.
- Establishes customer experience benchmarks across key areas of customer interaction, implement any additional metrics required to understand performance and provide ongoing reporting.
- Identify and prioritize opportunities to improve and enhance the customer experience through voice of customer feedback, defect identification and elimination, customer monitoring and direct customer outreach.
- Serves as the leading voice of the customer and acts as a customer experience advocate in considering decisions that will impact the customer; leads the Customer Experience transformation.
- Leverages information learned from analyses to develop ways to improve operations and manage expenses. Collaborate with others to implement changes related to the analysis and monitoring of new or improved policies, procedures, practices, and standards.
- Continuously drives improvements in process and practices and makes recommendations to the business stakeholders.
- Develops tools to measure effectiveness of customer engagement. Defines operational metrics, establishes system for tracking metrics and creates cadence for review.
- Oversee monthly performance reporting for business unit.
- Work with business unit stakeholders to constantly improve reporting and complete ad hoc analysis.
- Lead preparation of materials for senior management presentations/meetings (monthly business reviews).
- Comply with all company policies and procedures.
- Maintain regular and punctual attendance.
Other Job Duties and Responsibilities:
Performs other related duties as assigned.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Hands on experience building out a customer success function: processes, systems, roles and teams.
- Setting priorities, meeting deadlines, and consistently producing high quality work.
- Managing, processing, and applying large quantities of information quickly and accurately.
- Making decisions in a fast-paced organization.
- Planning, executing, and displaying detailed qualitative and quantitative analysis and problem-solving skills.
- Managing multiple large projects.
- Analyzing and improving processes
- Communicating with management, customers, product lines and other employees in an effective manner and style using oral, written or presentation skills to convey results, resolutions, or new information to drive business results.
- Strong empathy for customers and passion for revenue and growth.
- Strong customer focus, leading and designing customer centric quality and experience internal and external measuring tools.
- Proven ability to influence across organizational boundaries, obtaining shared mindset and execution for results.
- Experience managing cross functional initiatives.
- Highly developed interpersonal skills: a leader who can be as effective through influence with or without positional authority.
- Proven ability to innovate and improve processes and outcomes.
- Experience Net Promoter or Customer Satisfaction Survey processes.
- Strong quantitative, analytical, benchmarking and statistical skills required.
Education and/or Experience:
- Bachelors Degree from a four (4) year College or University; or equivalent combination of education and/or experience.
- At least 10 year’s related experience in a high-performance service environment that has consistently demonstrated Service Excellence with demonstrated significant measurable results