Director, Customer Experience

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. Will use excellence 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:

1. Develops and coaches the team to conduct advanced customer analytics and applying customer insights to drive business growth, retention and ongoing process transformation.
2. Leads the implementation of processes, technology/tools, education and best practices to increase adoption of customer insights.
3. Evaluates how future technology solutions and methodologies affect current and future business strategies and practices always with a customer/end-user focus.
4. Keeps current with emerging technology applications and business trends; identify best practices from these trends to implement.
5. Establishes customer experience benchmarks across key areas of customer interaction, implement any additional metrics required to understand performance and provide ongoing reporting.
6. 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.
7. 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.
8. 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.
9. Continuously drives improvements in process and practices and makes recommendations to the business stakeholders.
10. Develops tools to measure effectiveness of customer engagement. Defines operational metrics, establishes system for tracking metrics and creates cadence for review.
11. Oversee monthly performance reporting for business unit.
12. Work with business unit stakeholders to constantly improve reporting and complete ad hoc analysis.
13. Lead preparation of materials for senior management presentations/meetings (monthly business reviews).
14. Comply with all company policies and procedures.
15. Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position has direct reports. Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

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.

1. Hands on experience building out a customer success function: processes, systems, roles and teams.
2. Setting priorities, meeting deadlines, and consistently producing high quality work.
3. Managing, processing, and applying large quantities of information quickly and accurately.
4. Making decisions in a fast-paced organization.
5. Planning, executing, and displaying detailed qualitative and quantitative analysis and problem-solving skills.
6. Managing multiple large projects.
7. Analyzing and improving processes.
8. 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.
9. Strong empathy for customers and passion for revenue and growth.
10. Strong customer focus, leading and designing customer centric quality and experience internal and external measuring tools.
11. Proven ability to influence across organizational boundaries, obtaining shared mindset and execution for results.
12. Experience managing cross functional initiatives.
13. Highly developed interpersonal skills: a leader who can be as effective through influence with or without positional authority.
14. Proven ability to innovate and improve processes and outcomes.
15. Experience Net Promoter or Customer Satisfaction Survey processes.
16. Strong quantitative, analytical, benchmarking and statistical skills required.

Education and/or Experience:

1. Bachelors Degree from a four (4) year College or University; or equivalent combination of education and/or experience.
2. At least 10 year’s related experience in a high-performance service environment that has consistently demonstrated Service Excellence with demonstrated significant measurable results.

Certificates, Licenses, Registrations:

None Required

Work Complexity:

Problems and issues faced are numerous and undefined, and require detailed information gathering, analysis and investigation to understand the problem. Problems typically impact many departments. Problems are typically solved through drawing from prior experience and analysis of issues.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.