The Customer Experience Program Director is responsible to lead the development and execution of strategies that deliver a best-in-class customer journey by aligning organizational efforts with customer needs and expectations. This role is responsible for implementing customer-centric programs, leveraging data-driven insights to enhance satisfaction, drive sustainable growth, and reinforce the company's brand promise. By analyzing customer feedback, market research, and internal metrics, this role translates insights into actionable improvements and innovative service offerings that create a competitive advantage.

Essential Functions

Develop and lead the transformation and strategic initiatives to enhance the customer experience that results in an increase of customer satisfaction, loyalty, and engagement across all customer touchpointsDevelop a deep understanding of customer needs and pain points through data analysis, market research, and direct feedback; use data insights to drive customer-centric initiativesChampion product development activities, and present product and CX vision, to internal and external groups; collaborate with and influence Operations, Regulatory & Compliance, Sales, etc. to drive success of the visionDetermine key performance indicators that drives the customer experience (CX) strategy with a focus to successfully deliver an excellent end-to-end customer experienceWork with key stakeholders to generate innovative ideas and opportunities; conduct Voice of Customer (VoC) and Voice of Business (VoB) feedback to improve innovation and pipeline, and identify priorities of CX initiatives to enhance customer satisfaction and internal and external processes that increase customer engagement and satisfactionProvide indirect leadership and guidance to customer experience team(s) to foster a culture of customer first mentality, proactive communication, collaboration, and accountabilityCollaborate cross-functionally (e.g., Operations, Marketing, Finance, Regulatory) and build relationships with key stakeholders, customers, suppliers, and industry partners, to support business growth initiativesMaintain current knowledge with emerging trends in customer experience and customer technology platforms to anticipate customer needs and offer new value propositionsDrive customer focus, through VoC and market trends, and create a culture of accountability to deliver exceptional experiences for customers and internal teamsComply with Company and department policies and standards; performs other duties as assigned

Minimum Requirements

Bachelor's Degree In Business Administration, Marketing, or related field or equivalent education and/or experience10 years Progressive experience working in and/or leading customer experience (CX) and5 years of leadership and/or management experience andExperience working in B2B with a field-based sales organization

Preferred Requirements

Master of Business Administration (MBA)5 years experience in upstream marketing and product management

Skills and Abilities

Excellent communication skills, including verbal, written, and presentation skills; ability to articulate strategic vision in a clear and concise manner to internal and external audiencesStrong analytical, critical thinking and problem-solving skills, with the ability to interpret complex data, perform cost analysis, and draw meaningful insightsStrong business acumen, strategic thinking and decision-making skills, able to lead and align strategies with organizational objectivesProven relationship-building skills to collaborate effectively with cross-functional teams and stakeholders, internally and externally; demonstrated experience managing complex relationships and ability to effective influence through indirect leadershipStrong organizational skills and prioritization skills; ability to drive changes to meet evolving business needs in a fast-paced environmentExperience driving process improvements; knowledge of process improvement tools and techniques (i.e., LEAN, Six Sigma)Advanced experience using Microsoft 365 (Excel, Word, PowerPoint, etc.)Advanced level of business analysis experience utilizing data-driven software (e.g. Power BI) and efficiently using technologyProven experience managing initiatives in both domestic and international marketsPrior knowledge of sales and asset management is a plus

Physical and Cognitive Demands

Communicate/Hearing FrequentlyCommunicate/Talking FrequentlyLearn New Tasks or Concepts FrequentlyMake Timely Decisions in the Context of a Workflow FrequentlyComplete Tasks Independently ConstantlyMaintain Focus ConstantlyRemember Processes & Procedures ConstantlyStationary Position (Seated) ConstantlyVision Constantly

Travel Requirements

Ability to travel up 40% of the time

The potential compensation range for this role is below. The final offer amount would be based on various factors such as candidate location (geographical labor market), experience, and skills. $135,800.00 - $169,800.00