Customer Experience Director
1 month ago
Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever.
Key Responsibilities:- Leadership and Management:
- Lead and mentor a team of customer experience professionals, ensuring high performance and engagement
- Collaborate with the service provider to oversee operations of the Contact Center, ensuring efficient and effective service delivery
- Develop and implement strategies to improve customer satisfaction and loyalty
- Voice of the Customer:
- Act as the primary advocate for customers within the organization, ensuring their needs and feedback are heard and addressed
- Analyze customer feedback and data to identify trends and areas for improvement
- Collaborate with cross-functional teams to implement customer-centric initiatives
- Strategic Planning:
- Develop and implement a comprehensive customer experience strategy aligned with the company's goals and objectives
- Identify opportunities for innovation and improvement in customer service processes and technologies
- Prepare and manage the customer experience budget
- Bachelor's degree in Business, Economics, Marketing, or Psychology
- Minimum of 7-10 years of experience in customer service or customer experience management, with at least 5 years in a leadership role
- Proven track record of successfully managing a Contact Center or a similar customer service operation
- Strong analytical skills with the ability to interpret customer data and feedback
- Excellent communication and interpersonal skills
- An advanced degree, such as an MBA
- Experience with customer experience management software and tools
- Knowledge of industry standard processes and emerging trends in customer service
- Certification in customer experience management (e.g., CCXP) is a plus
Micron Technology is committed to providing a comprehensive benefits package that supports the well-being and professional growth of its employees. We offer a range of medical, dental, and vision plans, as well as paid time off and holidays. Micron is an equal opportunity employer and welcomes applications from diverse candidates.
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