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Customer Experience Director
2 months ago
Orlando Utilities Commission (OUC) is seeking a highly skilled and experienced Director, Customer Experience Strategy to lead the development and implementation of a comprehensive customer experience strategy across the organization.
Job Summary:The Director, Customer Experience Strategy will be responsible for driving customer-centricity across OUC, ensuring that every customer interaction is seamless, efficient, and meets their evolving needs. This role will require a deep understanding of customer behavior, preferences, and pain points, as well as the ability to develop and execute strategies that drive customer satisfaction, loyalty, and retention.
Key Responsibilities:- Develop and implement a customer experience strategy that aligns with OUC's business objectives and customer needs.
- Lead cross-functional teams to design and deliver customer-centric solutions that meet the evolving needs of OUC's customers.
- Conduct customer research and analysis to identify trends, preferences, and pain points, and develop strategies to address them.
- Collaborate with stakeholders to develop and implement metrics and analytics to measure customer experience and drive continuous improvement.
- Develop and manage budgets and resources to support customer experience initiatives.
- Provide leadership and guidance to teams to ensure customer-centricity and excellence in customer experience.
- Bachelor's degree in Business Administration, Engineering, Organizational Behavior, or a related field of study from an accredited college or university.
- Minimum of 10 years of progressive experience in a service environment, including customer service, contact center, or technology support, business process improvement, training, or related fields.
- Minimum of 5 years of managerial or supervisory experience.
- Strong experience working with customer-facing technologies and self-service applications.
- Ability to develop a comprehensive plan across multiple channels to ensure consistency and optimal end-user experiences.
- Proficiency in proposing innovative technology solutions to drive organizational progress.
- Aptitude for ideation, strategic thinking, and visionary insights.
- Knowledgeable of process methodology or experience in Lean, or Six Sigma.
This job is usually performed in an office work environment. At times, this job requires traveling between OUC facilities and attending community events within the service area.
OUC is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information, and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations.
