CX / NPS Director

1 day ago

Atlanta, Georgia, United States Salesforce Full time
Job Title: CX / NPS Leader, Senior DirectorAbout the Role

We are seeking a seasoned Customer Experience (CX) / Net Promoter Score (NPS) leader to join our team at Salesforce. As a Senior Director, you will be responsible for maturing and expanding our current CSX measurement and action efforts, partnering across the organization to drive business growth and customer satisfaction.

Key Responsibilities
  • Develop and implement a cohesive Net Promoter System, including scoping and facilitation of resulting improvement initiatives.
  • Lead the establishment of enterprise feedback mechanisms to elevate and address customer issues effectively.
  • Liaise with Function CX leads to align on priorities and drive business outcomes.
  • Develop and maintain an integrated Net Promoter System vision in alignment with enterprise stakeholders and goals.
  • Interface with cross-functional teams to identify pain points, root causes, solutions, and develop business cases for initiatives.
  • Track and monitor the measurements of the impact of CX initiatives to ensure effectiveness.
  • Define and facilitate customer advocacy steering committee cadence.
  • Define, scale, and maintain the enterprise measurement architecture across enterprise-level Net Promoter Score (NPS) surveys, including competitive, relationship, and journey surveys.
  • Work with third-party vendors to determine the technology required for CX tracking and analytics.
  • Build a repeatable model for assessing competitor and industry best practices and disseminate throughout the organization.
  • Coordinate across functions that support analytics to drive CX decision-making and determine whether there are additional data sources that should be added.
What We Offer

At Salesforce, we believe that the business of business is to improve the state of our world. We are committed to creating a workforce that reflects society through inclusive programs and initiatives. As a Senior Director, you will have the opportunity to work with a talented team of professionals who share your passion for customer experience and business growth.

Requirements

To be successful in this role, you will need to have a strong background in customer experience, net promoter score, and business strategy. You will also need to have excellent communication and leadership skills, as well as the ability to work effectively across multiple functions and stakeholders.

Compensation

The base salary hiring range for this position is $210,400 to $320,800, depending on location and level of experience. Certain roles may be eligible for incentive compensation, equity, and benefits.

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