Customer Experience Director

4 hours ago

Independence, Missouri, United States Airgas Inc Full time
Job Summary

We are seeking a highly skilled Customer Experience Director to join our team at Airgas Inc. As a key member of our organization, you will be responsible for leading the implementation of Customer Experience (CX) standards across North Division, aligning with Airgas CX objectives and improving operating metrics by promoting a business process excellence culture through Continuous Improvement (CIMP).

Key Responsibilities:

  • Lead CX efforts for the North Division through coordination of CX initiatives with regional CX leads and the Corporate CX team.
  • Work effectively with process/functional leaders to identify and develop CX initiatives as part of divisional, regional, or Company-wide initiatives.
  • Reduce CES score for the overall division and for the regions.
  • Communicate progress on CX initiatives internally to regional CX leads and to NDIV senior leadership.

Requirements:

  • Bachelor's degree required.
  • 5-7 years of progressive professional experience including customer experience and/or business process improvement/quality management experience.
  • Experience successfully leveraging business analytics to inform decisions.
  • Systematic problem solver focused on implementing solutions to solve root cause problems.
  • Comfortable with out-of-the-box thinking and challenging the status quo.
  • Strong ability to partner across a complex, decentralized organization and influence outcomes at all levels.
  • Ability to communicate and deliver presentations with impact.

What We Offer:

  • Competitive compensation.
  • Comprehensive benefits package.
  • Progressive parental leave package.
  • 401k plan with company matching funds.
  • Tuition reimbursement.
  • Discounted college tuition for employees' dependents.
  • Airgas Scholarship Program for dependent children.

Equal Employment Opportunity:

We are an equal opportunity employer and welcome applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability, or any other protected characteristic.

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