Customer Experience Director

1 month ago


Meridian, Idaho, United States Micron Technology Full time
Transforming Customer Experience at Micron Technology

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
Requirements:
  • 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
Preferred Qualifications:
  • 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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