
Customer Experience Leader
2 days ago
We are seeking an experienced Customer Experience (CX) professional to lead our team in delivering integrated CX programs. As a Program Director, you will be responsible for planning, overseeing, and driving the success of multiple complex CX-projects and programs within our customer organizations.
You will lead the development and execution of delivery approaches and plans for CX programs owned by you, while also empowering the environment that enables teams to deliver exceptional solutions for our clients. A strong hands-on approach is needed to be successful in this role.
Your Responsibilities
- Foster client relationships by being a trusted advisor who consistently delivers high-quality solutions. Build and maintain day-to-day relationships with key clients' senior stakeholders and act as a point of escalation for program-related issues.
- Act as a subject matter expert and lead consultant for CX initiatives, leveraging and driving advanced marketing, CRM, and data technology to deliver innovative, integrated CX solutions. Simplify complexity by designing impactful data/tech architecture and creating actionable roadmaps and execution plans based on identified client needs, objectives, and strategy.
- Help shape the agency's methodology, encourage knowledge sharing across the agency, and foster a culture of learning and educating on best practices to enhance client service.
- Oversee a portfolio of programs and projects to maintain a clear and efficient pipeline of work.
- Identify key data points and measurements to show the impact of our approach and strategy on the client's business objectives.
- Provide assistance to project and/or consultants in overcoming challenges and support them in driving the projects to completion.
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Customer Experience Manager
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Customer Experience Owner, Sales and Service
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