Director of Customer Experience

2 weeks ago

Tampa, United States The Ladders Full time

Job Description

The Director of CX is responsible for delivering and building upon customer engagement in the "moments that matter" through the blend of technology and staff. The role is responsible for analyzing data and information including the customer journey map and service blueprint to develop a strategy to ensure AbleNet is able to reach critical customer-center business objectives with the aim of creating long-lasting relationships and strong brand value. The role will lead the efforts around the following teams as they work to deliver interactions that drive confidence in our customers: customer service, medical communications, and ableCARE. The Director of CX will be responsible for working with collaborative leadership level staff to leverage Salesforce and other data sources to help build a customer experience strategy that is personal, efficient, and effective across all communication channels. The position requires outstanding communication, collaboration, solid leadership skills, and a strong understanding of the company's short-term and long-term strategic plans to reach business objectives. It is essential that this role supports the AbleNet guiding principles and emulates those principles with both internal and external stakeholders.

Products QuickTalker Freestyle Minimum Requirements

Bachelor's degree in business administration, marketing or a related field, MBA preferred but not required 10+ years of expertise with multichannel/customer experience strategy Demonstrated track record of leadership, both team building and the ability to lead cross-functional teams Experience creating compelling PowerPoint presentations that are appealing to the eye and convey a consistent narrative based on strategy, insights, and data Experience with customer journey mapping and service blueprint design Experience overseeing a project involving integrated measurement in collaboration with internal and external parties Experience working with analytics to determine cross-channel optimizations using data to produce actionable insights Knowledge of cloud marketing and CRM platforms Strong interpersonal, presenting, and communication abilities Job Requirements

Deliver on a strategic customer experience plan that ensure we build confidence in our customers, while maintaining efficient delivery, and communication continuity Architect and manage the delivery of the communication, customer-centric, plan by leading customer service, ableCARE, and the medical funding communications staff Develop daily/weekly/monthly KPIs to ensure information tracking and determination across all customer-facing staff Outline a dashboard through Salesforce that will ensure all reporting teams are accomplishing and managing the strategic customer experience Identify opportunities to connect the communication channels and customize/personalize the experience - healthcare is personal Be the driving force in the development of the work ethic, culture, and values of the customer-center response team. Establish an executive management commitment to AbleNet's guiding principles by ensuring those commitments transcend all internal and external stakeholders Establish the approach which will characterize the organization's dealings with the marketplace and customers both internal and external. Developing and executing a plan to measure our customers' satisfaction with the medical funding services All other duties as assigned. Compensation Information

Base: $250k+ ESOP Location

Company Headquarters: Roseville, MN Acceptable Candidate Location: anywhere in the United States

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