Director of Customer Experience Strategy and Innovation
4 days ago
We are seeking a highly experienced and strategic leader to join our team as the Director of Customer Experience Strategy and Innovation. This role will be responsible for leading our customer experience efforts and developing a comprehensive strategy to drive business growth and customer satisfaction.
Key Responsibilities- Develop and execute a customer experience strategy that aligns with the company's overall business objectives.
- Lead a team of experience designers and curators to create end-to-end customer journeys that meet customer needs and drive business results.
- Collaborate with cross-functional teams to identify opportunities to improve customer experiences and drive business outcomes.
- Develop and implement metrics to measure customer experience performance and drive continuous improvement.
- Establish and refine HP's design thinking approach across the organization.
- Lead the development of a Center of Excellence for Journey Mapping and Design Thinking.
- 10+ years of experience in experience design, design thinking, and product management.
- Proven track record of leading teams and driving cross-group projects.
- Formal academic training in design thinking and/or experience design.
- MBA or advanced university degree highly desired.
- Design thinking and experience design expertise.
- Strong understanding of technology and its impact on customer experiences.
- Excellent communication and leadership skills.
- Ability to influence leaders and drive business outcomes.
- Strategic planning and execution management skills.
- Competitive salary and bonus structure.
- Comprehensive benefits package, including health insurance, vision insurance, and flexible spending account.
- Generous time off policies, including 4-12 weeks fully paid parental leave based on tenure.
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