Senior Director, Customer Experience Strategy

3 days ago


Schiller Park, Illinois, United States Encore Global Full time
Job Summary

Encore Global is seeking a highly experienced Senior Manager, Customer Experience Measurement to lead our voice of the customer programs and drive engagement, satisfaction, loyalty, retention, and advocacy within our customer base.

Key Responsibilities
  • Manage and oversee the end-to-end delivery of CX programs, including customer journey mapping, voice of the customer, customer satisfaction, loyalty, retention, and advocacy.
  • Establish and monitor CX metrics and KPIs, and report on the performance and impact of CX initiatives.
  • Analyze and synthesize customer data from multiple sources and generate actionable insights and recommendations to drive customer-centric decisions and actions.
  • Partner with internal and external stakeholders to design and implement CX solutions that enhance customer value and satisfaction.
  • In partnership with the COE, develop annual CX objectives and KPI's.
  • Build and foster a culture of customer obsession and excellence across the organization.
  • Maintain expert understanding of latest CX and VOC industry trends and innovations.
  • Act as an internal CX coach and thought leader for CX VOC programs, teaching the organization on best practices and new techniques for capturing VOC.
  • Oversee third-party/vendor relationships for tools and resources necessary to accomplish organization's goals related to feedback, research, and insights data.
Requirements
  • Bachelor's degree in Business, Marketing, Psychology, or related field. Master's degree preferred.
  • 7+ years of experience in customer experience, customer insights, or related field, preferably in a B2B service organization.
  • Proven track record of leading and managing successful CX programs and projects.
  • Experience working with CX platforms such as Medallia or Qualtrics.
  • Strong knowledge and skills in CX methodologies, tools, and best practices.
  • Excellent analytical, problem-solving, and decision-making skills.
  • Exceptional communication, presentation, and interpersonal skills.
  • Attention to detail, self-motivated, and ability to work both collaboratively and independently.
  • Ability to manage multiple projects simultaneously with high attention to detail and accountability for meeting deadlines.
  • Passionate about customer satisfaction and loyalty.
Competency Group
  • Deliver World Class Service
  • Hospitality
  • Ownership
  • Do The Right Thing
  • Demonstrates Self-Awareness
  • Drive Results
  • Ensures Accountability
  • See The Big Picture
  • Decision Quality
  • Manages Complexity
  • Value People
  • Collaborates


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