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Director, Customer Experience

3 months ago

De Pere, United States Liberty Latin America Full time

What’s the role? As a Customer Experience Director, you will be responsible for leading the Net Promoter Score (NPS) program, customer journey improvement projects, big data analysis to find opportunities for customer-facing and service process improvements, development of self-care tools for customers, and retention and collection strategy and execution of initiatives. You will also be responsible for the development of the training curriculum, processes, and policies of customer service agents and management of knowledge management solutions. The focus of projects should be to increase the NPS and loyalty of our customers and make processes easier and leaner for both our customers and our customer service personnel. How can you add value? Essential Duties and Responsibilities, but not limited to the following: Lead the Customer Experience Team responsible for the functions described below. Develop and implement NPS strategies for all channels to ensure attainment of departmental and company goals. Analyze (NPS) and create plans to build promoters. Supervise and manage customer satisfaction indicators such as NPS, reasons for calls and store visits, billing details, and technical support metrics. Extract insights from consumer behavior to advise actionable improvements. Ensure voice of the customer feedback is collected continuously across all relevant channels and that survey programs are maintained up to date with company products and processes. Map customer journeys to identify gaps in customer expectations vs. current delivery of service, develop project plans to address them, and own the projects, as well as act as a motivation. Focus of projects should be to increase NPS and reduce human-assisted interactions. Resolve performance gaps, identify appropriate solutions which improve first call resolution, trouble call reduction and operational efficiencies, identify key success measures, and collaborate with business owners and subject matter authorities responsible for ensuring implementation of recommendations. Develop and document customer service and self-care procedures. Train the trainers on these protocols and ensure that the knowledge management system and customer self-care portals are consistently updated with the latest and most accurate information. Assume responsibility for any system changes directly related to customer experience processes, in collaboration with the Technology & Innovation team. Lead the design, editing, launch, and management of transactional customer notifications to ensure a comprehensive end-to-end customer notification journey map. Develop standardized processes for new customer onboarding, establish ongoing KPIs, and implement strategies for customer growth and upselling to ensure continuous customer success. Collaborate closely with various Liberty and partner organizations, including Customer Care leadership, Technology & Innovation, Logistics, Learning & Development, and QA & Analytics. All these groups are united by the common objective of reaching new heights in customer experience excellence. Conduct site-level assessments to identify cultural improvements, ensuring that service delivery is centered on providing an exceptional customer experience. Comprehend the current business rules and operations associated with customer experience and suggest and implement enhancements where crucial. Assume full accountability for leading customer-focused and service-impacting business processes, procedures, policies, and decisions. Create campaigns to enhance customer satisfaction. Lead the development and implementation of retention and collections strategies, as well as the execution of related initiatives. Ensure diligent monitoring and reporting of retention-related KPIs, while being fully accountable for the company's churn metrics. Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures. Other functions may be assigned. Supervisory Responsibilities: Directly supervise and provide mentorship to a group of employees and supervisors in the Customer Service Department. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; coordinating, assigning, and advising work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Skills you'll Use Every Single Day: Resourcefulness & Flexibility Creativity and Innovation Customer Focus Initiative Company Ambassadorship Integrity and Ethics Learning, Results and Quality Orientation Collaboration Job Competencies: To perform the job efficiently, an individual should demonstrate the following proficiencies: Analytical Thinking Problem Solving Decision-making Project Management Change and Quality Management Critical Thinking Planning/Coordinating Leadership Business Insight What do you need? Education and/or Experience: Bachelor’s degree required (Business Administration or Industrial Engineering preferred). MBA preferred. 8-10 years of experience in process improvement and voice of the customer (NPS) programs. Experience managing customer service operations is highly desirable. Other Qualifications: Fully Bilingual (Spanish and English). Ability to prioritize and organize efficiently. Effective leadership and analytical abilities including solid understanding of financial statement analysis, staffing models, scheduling, and telecom opportunities. Ability to define problems, collect data, establish facts, and draw valid conclusions. Customer focus and service oriented. Excellent communications skills (written and verbal). Ability to empower employees and maintain a positive work environment. Computer-literate, knowledge in Microsoft Office (Excel, Word, PowerPoint, Outlook). Able to handle multiple tasks and prioritize activities. Ability to relate well both with the public and with employees at all levels. Solid understanding of customer and market dynamics and requirements. Valid driver’s license. Willingness to travel. Physical Demands: The physical demands described here represent those that should be met by an employee to efficiently perform this job. Reasonable accommodations may be made to enable individuals with disabilities. The employee is occasionally required to stand, walk, sit and lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and color vision. Work Environment: Characteristics described here are representative of those an employee encounters while performing this job. The noise level is usually quiet. Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. 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. Assessment, background check and drug test will be required for successful candidates. If you believe you have been discriminated against, you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency. #J-18808-Ljbffr