Director of Customer Experience

3 weeks ago

Washington, United States DC Public Library Full time

**THIS POSITION IS OPEN UNTIL FILLED**

**INTRODUCTION**

The DC Public Library provides environments that invite reading, learning and community discussion and equips people to learn all their lives, to embrace diversity and to build a thriving city. The library is a vibrant center of activity for residents and visitors in the Nation’s Capital and is a recognized force in the community for engaging the mind, expanding opportunities, and elevating the quality of life.

This position is located in the District of Columbia Public Library (DCPL), in the Library’s Chief of Staff Office. The Director is responsible for conceptualizing, developing, and implementing customer experience enhancements that involve multiple departments and locations. The Director will use a range of methods to gather information from customers to recommend and prioritize enhancements. This charismatic leader will need to influence cross-functional teams within the library to create a single, unified interaction with the customer that delivers consistent, meaningful value from all departments across many touch points. The Director will supervise staff whose work is directly aligned with the customer experience, including the Circulation & Access Services Manager and the Library Design & Appearance Coordinator.

**DUTIES AND RESPONSIBILITIES**

**Leadership & Collaboration**
- Serve as project lead to engage staff and articulate a shared vision of success for the customer experience at DCPL.
- Work collaboratively with Department heads, location managers, and senior leadership to assess the customer experience at all levels of the organization.
- Develop recommendations and priorities for addressing gaps and taking the customer experience to the next level.
- Provide thought leadership on how best to deliver on the customer experience aspects of the Library’s Strategic Plan.
- Conduct market research and other outward-facing activities to gather and analyze information about the customer experience. Understand and address diverse user needs for both current DCPL audiences and those outside its core user base.
- Oversee staff with cross-functional roles directly related to customer experience.
- Lead a customer service excellence team with representatives from departments and locations within DCPL.

**Cross-Functional Projects**
- Serve as project lead and/or convener for select cross-functional projects.
- Develop training and engagement strategies that empower all staff to understand and fulfil their role in achieving the desired customer experience.
- Assist with making sure we have the right staff in the right roles and the right organizational structures to better deliver a great customer experience.
- Lead and/or participate in design for service points both physical and digital and intuitive wayfinding.
- Provide expert guidance on how to optimize the catalog, integrated library system, and all aspects of the public interface from the perspective of the customer.
- Help think through how to deliver exceptional customer experiences for diverse audiences at the new Central Library.

**Processes, Policies & Standards**
- Establish and oversee a shared set of customer service excellence standards across DCPL.
- Assess and address critical gaps in existing customer policies, standards, practices, and tools.
- Utilize knowledge management tools to ensure processes, policies and standards are convenient and readily accessible.
- Work with other experts in customer experience, as well as other library systems, to understand trends and best practices in user experience.
- Performs other related duties as assigned.

**QUALIFICATIONS AND EXPERIENCE**

The incumbent must possess a Master’s degree in Library Science, Business Administration, or related field, with a minimum of eight (8) years in costumer relations inclusive of two (2) or more years of management and supervisory experience. In addition, the following is required:

- Emphasis is placed on leadership capacity in an urban public library and/or complex customer service environment with at least two (2) years of experience in either environment.
- Successful track-record of supervising and collaborating with staff in a manner that is flexible and supportive yet ensures accountability.
- Demonstrated experience of five (5) or more years developing and delivering exceptional customer service strategies.
- Demonstrated ability to initiate and implement change with at least two (2) years of experiences leading change in an organization.
- Demonstrated experience of at least two (2) years and knowledge leading cross-functional teams.
- Ability to combine strong service instincts with data-driven analysis. Familiarity with industry tools including CRMs.
- Ability to engage, train, and inspire professional and support staff.
- A commitment to intellectual freedom and the library’s mission and goals.
- Demonstrated experience in project management and all phases of the project lif

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