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Customer Experience Director

2 months ago

Washington, United States Freedom Mortgage Full time
About the Role

We are seeking a highly experienced and skilled Customer Experience Director to join our team at Freedom Mortgage. As a key member of our leadership team, you will be responsible for building and leading a world-class customer experience organization that drives business growth, retention, and ongoing process transformation.

Key Responsibilities
  1. Develop and Coach a High-Performing Team: Develop and coach a team of customer experience professionals to conduct advanced customer analytics and apply customer insights to drive business growth, retention, and ongoing process transformation.
  2. Implement Customer Experience Strategies: Lead the implementation of processes, technology, and best practices to increase adoption of customer insights and drive customer experience excellence.
  3. Evaluate Emerging Trends and Technologies: Evaluate how future technology solutions and methodologies affect current and future business strategies and practices, always with a customer/end-user focus.
  4. Stay Current with Industry Trends: Keep current with emerging technology applications and business trends, identify best practices from these trends, and implement them to drive customer experience excellence.
  5. Establish Customer Experience Benchmarks: Establish customer experience benchmarks across key areas of customer interaction, implement additional metrics as needed, and provide ongoing reporting to drive continuous improvement.
  6. Identify and Prioritize Opportunities: Identify and prioritize opportunities to improve and enhance the customer experience through voice of customer feedback, defect identification and elimination, customer monitoring, and direct customer outreach.
  7. Lead Customer Experience Transformation: Serve as the leading voice of the customer and act as a customer experience advocate in considering decisions that will impact the customer, leading the customer experience transformation.
  8. Drive Process Improvements: Leverage information learned from analyses to develop ways to improve operations and manage expenses, collaborate with others to implement changes related to the analysis and monitoring of new or improved policies, procedures, practices, and standards.
  9. Develop Operational Metrics: Develop tools to measure the effectiveness of customer engagement, define operational metrics, establish a system for tracking metrics, and create a cadence for review.
  10. Oversee Performance Reporting: Oversee monthly performance reporting for the business unit, work with business unit stakeholders to constantly improve reporting, and complete ad hoc analysis.
  11. Prepare Senior Management Presentations: Lead the preparation of materials for senior management presentations/meetings (monthly business reviews).
  12. Comply with Company Policies: Comply with all company policies and procedures, maintain regular and punctual attendance, and perform other related duties as assigned.
Requirements
  1. Hands-on Experience: Hands-on experience building out a customer success function, including processes, systems, roles, and teams.
  2. Leadership and Management: Proven leadership and management skills, with the ability to set priorities, meet deadlines, and consistently produce high-quality work.
  3. Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to manage, process, and apply large quantities of information quickly and accurately.
  4. Decision-Making and Communication: Proven ability to make decisions in a fast-paced organization, communicate effectively with management, customers, product lines, and other employees, and convey results, resolutions, or new information to drive business results.
  5. Customer Focus and Empathy: Strong customer focus and empathy, with a passion for revenue and growth, and the ability to lead and design customer-centric quality and experience internal and external measuring tools.
  6. Influence and Collaboration: Proven ability to influence across organizational boundaries, obtaining a shared mindset and execution for results, and experience managing cross-functional initiatives.
  7. Interpersonal and Innovation Skills: Highly developed interpersonal skills, with the ability to innovate and improve processes and outcomes, and experience with Net Promoter or Customer Satisfaction Survey processes.
  8. Education and Experience: Bachelor's degree from a four-year college or university, or equivalent combination of education and/or experience, with at least 10 years of related experience in a high-performance service environment that has consistently demonstrated Service Excellence with demonstrated significant measurable results.