Director of Customer Experience

19 hours ago

Cottage Grove, United States Renewal By Andersen Full time
Description & Requirements

Renewal by Andersen is a pioneer in the window and door industry, and innovation is a huge part of who we are. Renewal by Andersen Signature Service combines the perfect combination of the best people in the industry, a superior process, and an exclusive product. As such, we take great care in building a team of skilled, passionate Difference Makers, caring for our team members' personal and professional growth, and celebrating our differences. We are committed to an inclusive and diverse workplace where all people feel respected, valued, and driven to realize their full potential. We always have opportunities for our team members to give back to the causes they're most passionate about, and as an Energy Star Partner of the Year for many years, Renewal by Andersen is committed to environmental health and sustainability. If you want to be a Difference Maker, Renewal by Andersen is the place for you.

SUMMARY

The Director of Customer Experience is responsible for all aspects of the homeowner, retailer, and teammate at retail experiences. Including developing and monitoring the end-to-end customer experience, analyzing feedback, strategically engaging leadership with customer-first mentality and leading efforts on future experience roadmaps. You will drive cross-functional process improvement and analytics across the full experience of being a customer and internally represent the customer. You will work collaboratively with multiple teams across the business and retail network to design and develop process improvements to the customer journey with a specific focus on automating steps in the journey to improve the customer experience.

PRIMARY RESPONSIBILITIES

  • Lead a customer first mission representing our customers using customer data and in-market insights to balance the needs of our customers with those of the business, emphasizing specific ways different roles can make a difference in customer lifetime value, to drive continuous improvement, driving customer outcomes, product adoption and customer experience.
  • Define and optimize customer lifecycle by driving programs, effective communication, and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement, which will aide educating executives and employees about customer service realities, expectations, moments of truth, goals, improvement and innovation techniques and engagement opportunities.
  • Champion and leverage data sources such as the choice of customer, insights and analytics, and customer journey mapping to fully understand our customer's experience while focusing daily on delivering value to the company, solving customer experience problems, and realistically developing new opportunities.
  • Develop and lead strategic initiatives and systematic actioning on customer experience insights by cross-functional representatives that drive customer satisfaction, retention, and long-term value, prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.
  • Research and advise executive leadership on new technologies and/or vendors to improve productivity and customer engagement o ensure best in class support and tools
  • Drive positive experiences that create customer surprise and delight while building on insights and the voice of the customer as derived from qualitative and quantitative customer health data. Lead customer care team. In additional, develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers.
  • Build and maintain a company-wide process for chartering small, cross-functional teams solving for specific customer experiences, prioritizing them, allocating resources, and holding them accountable. Influence ease-of-work and ease-of-doing business as a key stakeholder for services development and realization, go-to-market, employment engagement and other endeavors across the company.
  • Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
  • Provide work direction and oversight to Experience Manager, Learning Project Specialist, Business Analyst, Experience Specialist and Experience Coordinator

MUST HAVE QUALIFICATIONS

  • Bachelor's degree or equivalent combination of education and experience. 7-10 years of leadership, implementing, sustaining customer experience improvement programs and strategy.
  • Presentation skills- create, coordinate, and deliver strategic and detailed projects to all levels on a regular basis.
  • Decisive leader with the ability to understand the needs, preferences, demographic data, trends, and issues affecting our various markets, market segments, and customers.
  • Organization/Business Unit Knowledge- understanding of the strategy, structure, culture, systems, processes, information sources, and interdependencies of our company.
  • Knowledge of Products/Services- understanding the technical aspects of our products and services including features, benefits, and uses or applications.
  • Problem Solving/Opportunity Identification- using participative processes to define problems, identify causes, and select solutions that optimize performance and stakeholder ownership and acceptance.
  • Ability to travel up to 30%

CULTURE AND BENEFITS

"Be Orange. Be You" is how we express our belief that by embracing our differences and empowering you, we'll be a stronger team able to accomplish what otherwise wouldn't be possible. This Orange spirit has helped us become the #1 innovative window and door brand* and the one homeowners love the most. ** It's also why we're committed to supporting you to approach each day with a bright outlook.

Benefits include, and are not limited to:

* Medical/Dental/Vision/Life Insurance

* Health Savings Account contributions

* Paid holidays plus PTO

* 401(k) plan & contributions

* Professional development and tuition reimbursement opportunities

* Charity contributions

* Nationwide career opportunities

We look forward to seeing how your unique skills, background and experiences will inspire our team and help us continue to be the leader we are today.

In 2024, Andersen has set a profit-sharing target of $4,000 per eligible employee, prorated as appropriate. Profit sharing will be paid out in quarterly installments to provide eligible employees with payments throughout the year, with payment amounts tied to quarterly operating profit performance.

Andersen is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law.

Posting City: Cottage Grove, MN

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