Director of Customer Experience

7 days ago

Appleton, United States Werner Electric Full time

** Director of Customer Experience**

**Job Category****:** Executive **Requisition Number****:** DIREC001188 Showing 1 location **Job Details**

**Description**

**Director of Customer Experience**

**A Great Place to Work.**

As a new Director of Customer Experience at Werner Electric Supply, youll join a growing and innovative distributor of electrical products, services, and solutions that consistently ranks as one of the top electrical distributors nationwide. As an employee of Werner Electric Supply, were committed to improving you and our workplace. Youll receive training and development, recognition for your hard work and successes, and opportunities to volunteer so you can positively-impact our customers and community. You matter to us, and we strive to retain our employees by providing career options, strong benefits, and a competitive compensation package.

**Summary**:

The Director of Customer Experience (CX) will lead, influence, and drive the organization to work together for exceptional customer experience. The CX leader will build a CX discipline, bring new thinking to shape the end-to-end customer experience across all touchpoints in the customer relationship journey, and define target experience at each touchpoint to ensure a holistic experience.

The role will develop and leverage data to identify key opportunities for improving the customer experience in support of our Werner Values and Growth Objectives. This leader will coordinate cross-functionally to establish strategic frameworks and align investments to consistent omni channel experiences that enable effortless transactions, built on a digital foundation.

Leading a large organization, the CX Director will strengthen customer advocacy efforts at the manager, supervisor, and front-line levels within the organization. The role will also work cross-functionally with business partners to drive change via people, policy, or systems to improve the customer experience, all through the customer lens.

**Minimum & Preferred Requirements**

* Bachelors Degree in related field required or equivalent experience. Masters preferred. Ten years of related experience and proven leadership of teams in a matrix environment, with directly multiple levels of leadership.

**Essential Duties and Responsibilities**

* Develop and implement key CX strategies that support market differentiation and customer dependencies.

* Translate Voice of Customer efforts into actionable insights and operational improvements.

* Determine primary drivers of satisfaction by working directly with customers from the outside in.

* Maintain industry leading edge awareness of methods and practices associated with best-in-class CX.

* Be the customer advocate in product/service/transformation initiatives to ensure resulting experience is aligned with company directions.

* Implement and monitor core support processes, procedures, and performance metrics with an eye always on the prize of delivering the best possible experience for our customers.

* Establish a robust system of quality assurance checks and key performance indicators to drive quality, efficiency, and value from our support operations.

* Manage workforce planning, recruiting, training, quality assurance, and customer segment analytics.

* Establish and maintain relationships with vendors.

* Other related duties as assigned.

**Company Overview**

Founded in 1948, Werner Electric Supply has grown from a small appliance store in downtown Neenah, WI into an award-winning employer and leading electrical distributor with 11 branch locations in Wisconsin and Upper-Michigan. Headquartered in Appleton, WI, we provide electrical, lighting, network, process, and inventory management solutions for a diverse group of industrial and construction customers. We are a growing, privately-held company with over 450 employees who uphold a family culture built around exceptional customer service. As a recent *New North Workplace Excellence Award* winner, were dedicated to the continuous improvement of our people, products, and services to ensure the long-term success of our employees and customers. Apply today and find out why were a Great Place to Work.

**Employee Benefits**

* Medical and Dental Insurance

* Short & Long-Term Disability Insurance

* Life and AD&D Insurance

* 401(k) Retirement Plan with company match

* Paid holidays, vacation, personal, and sick days

* Pet Insurance

* Identity Theft Protection

* Accident Insurance & Critical Illness Coverage

* Tuition Reimbursement

* Annual bonuses and merit increases based on performance

* Employee Assistance Program (EAP)

* Wellness Programs

* Career Development & Leadership Training

**Werner Electric Supply is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.**

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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