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Customer Experience Director

2 months ago

Arlington, Virginia, United States Fluence Full time
Customer Experience Director

Fluence, a Siemens and AES company, is seeking a Customer Experience Director to lead the development and expansion of our CX function. This role will build our CX program by defining the capabilities and team to enable Fluence to better gather insights across the customer journey, work with functional teams to identify gaps, and coordinate actions to improve the overall customer experience.

Key Responsibilities:
  • Develop, implement, and manage tools and processes to understand customers, including our digital survey platform.
  • Monitor and measure performance against customer expectations and centralize, analyze, and synthesize customer feedback and data.
  • Identify and report on meaningful metrics to the org that are aligned to goals and outcomes, such as NPS, Satisfaction scores, customer loyalty metrics, etc.
  • Proactively design programs that help us improve customer satisfaction and customer loyalty.
  • Work cross-functionally to identify areas for improvement in the customer experience across the customer journey.
Requirements:
  • 5+ years of experience in CX, market research or closely related job functions.
  • Experience working in companies deploying technical products and services with complex buying cycles and long product lifetimes preferred.
  • A bachelor's degree with emphasis in business, marketing, market research, operations, or related field. MBA is preferred but not required.

We are looking for a seasoned professional with a passion for helping Fluence and our customers accelerate the clean energy future. If you have a strong background in customer experience and a desire to build, solve problems, and a hunger for learning new things, we encourage you to apply.