Director of Customer Experience

The goal of the Director of Customer Experience is to lead and elevate the customer experience strategy for a growing broadband service provider, ensuring exceptional service delivery and satisfaction across all touchpoints.

Leveraging innovative solutions and customer-centric initiatives, the Director of Customer Experience will drive the company's reputation for excellence, foster customer loyalty, and support continued growth and expansion.

Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.

Core Responsibilities :

• Craft a clear and compelling vision for delivering industry-leading customer experiences, aligning with the company's mission and values, and inspiring teams to embrace a customer-centric mindset.
• Lead the development and implementation of a comprehensive customer experience strategy, encompassing initiatives to enhance satisfaction, loyalty, and advocacy, while driving revenue growth and market differentiation.
• Foster a culture of innovation, collaboration, and excellence within the customer experience team, empowering individuals to contribute their unique talents and ideas towards achieving shared goals.
• Utilize customer feedback, market research, and data analytics to gain insights into customer needs, preferences, and pain points, informing strategic decisions and prioritizing initiatives for maximum impact.
• Drive a culture of continuous improvement and innovation in customer experience delivery, proactively identifying opportunities to enhance processes, systems, and service offerings to better meet evolving customer expectations.
• Cultivate strong relationships with key customers and stakeholders, serving as a trusted advisor and advocate for their needs within the organization, and driving initiatives to deepen customer engagement and loyalty.
• Establish key performance indicators (KPIs) and metrics to track the effectiveness of customer experience initiatives, regularly monitoring performance and implementing adjustments as needed to achieve desired outcomes.
• Lead organizational change initiatives related to customer experience, effectively communicating the rationale for change, addressing concerns, and guiding teams through transitions to ensure buy-in and adoption.
• Engage with the local community and stakeholders to understand their needs and preferences and develop initiatives to support community engagement and social impact efforts aligned with the company's values and goals.
• Lead and mentor a team responsible for customer service, sales, marketing, and business development activities.

Skills and Qualifications :

• Ability to articulate and execute a compelling vision for delivering exceptional customer experiences, inspiring teams to strive for excellence and innovate in service delivery.
• Proficiency in developing and implementing strategic plans aligned with business goals, utilizing insights from market trends, customer feedback, and industry best practices to drive continuous improvement in customer experience.
• A deep understanding of customer needs and emotions, coupled with the ability to empathize and build rapport with diverse customer segments, fostering trust and loyalty.
• Exceptional verbal and written communication skills to effectively convey the company's commitment to customer satisfaction, internally and externally, and to influence stakeholders at all levels.
• Strong interpersonal skills to cultivate positive relationships with customers, cross-functional teams, and external partners, fostering collaboration and alignment towards shared customer-centric goals.
• Creative approach to identifying pain points in the customer journey and implementing innovative solutions to address them, leveraging technology and process optimization to enhance efficiency and satisfaction.
• Proficiency in leveraging customer data and analytics to gain insights into customer behavior, preferences, and trends, informing strategic decisions and personalized experiences.
• Ability to lead and manage change effectively, guiding teams through transitions and fostering a culture of adaptability and continuous improvement in response to evolving customer needs and market dynamics.
• Demonstrated experience driving change and leading transformational initiatives in a fast-paced, dynamic environment.
• Strong commitment to championing the voice of the customer within the organization, advocating for their needs and preferences in product development, service enhancements, and business decisions.
• Proven ability to collaborate effectively with departments such as marketing, sales, operations, and technical support to ensure alignment and seamless delivery of end-to-end customer experiences.

Required Qualifications :

• A bachelor's degree in business administration, marketing, communications, or a related field. Advanced degree or relevant certifications (e.g., CCXP) preferred.
• Minimum of 7-10 years of progressive experience in customer experience, customer service, or related roles, with at least 3-5 years in a leadership or managerial capacity.
• Deep understanding of the telecommunications industry, including broadband services and technologies, market trends, competitive landscape, and regulatory environment.
• Strong strategic thinking and analytical skills, with the ability to develop and execute customer experience strategies aligned with broader business objectives.
• Excellent verbal and written communication skills, with the ability to effectively convey complex ideas and build consensus among stakeholders at all levels of the organization.
• Proven ability to identify root causes of customer issues and develop innovative solutions to address them, leveraging data and insights to drive decision-making.

Standard Working Hours : Monday thru Friday (8 : 00 am to 4 : 30pm). 40 hours per week. Occasional overnight travel may be required for training / education.

Work environment : Must be able to work in an office setting while interfacing with employees / peers. Must have the ability to stand and sit continuously.

Must have attention to detail, be high energy and have a positive attitude. Must have an excellent driving report and be willing to travel for business-related activities (trainings / conferences etc.

during normal business hours.

Physical Demands / Essential Job Functions :

• Standing for prolonged periods of time.
• Sitting for prolonged periods of time.
• Lifting / Pushing / Pulling (Occasionally)
• Stooping and Squatting (Occasionally)
• Lifting up to 10 lbs. (Occasionally)
• Bending (Occasionally)
• Kneeling (Occasionally)

Reasonable Accommodation : Reasonable Accommodations can be made if and when requested under ADA. Medical documentation will be requested from the employee to understand the employee’s need for an accommodation and / or the employee’s medical restrictions.

If there is an accommodation requested, all medical information should be certified by the employee’s treating medical provider.

Affirmative Action Plan (AAP / EEO Statement) : South Slope provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other :

• Must be authorized to work in the United States.
• Must successfully pass a pre-employment criminal background check and pre-employment drug screen.
• Individual in this position frequently communicates with customers inquiring about their services or requiring Technical Support from South Slope.
• Frequently operates a computer / keyboard.
• Must be able to exchange accurate information on a routine basis.
• Other duties may be assigned based on business needs or at the discretion of the Designated Supervisor.
• Qualified candidates must complete a South Slope Application.

Job Type : Full-time

Schedule :

Monday to Friday

Work Location : In person

J-18808-Ljbffr