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Head of Customer Engagement

2 months ago

Arlington, Virginia, United States Fluence Full time

Customer Experience Director (Remote)

Fluence, a leading company in energy storage technology solutions, is seeking a Customer Experience Director to spearhead the development and enhancement of our Customer Experience (CX) function. This pivotal role will focus on building a robust CX program aimed at gathering insights throughout the customer journey, collaborating with various teams to identify gaps, and coordinating actions to elevate the overall customer experience.

Key Responsibilities:

  • Design, implement, and oversee tools and processes to gain a deeper understanding of our customers, including the expansion of our digital survey platform.
  • Continuously monitor and evaluate performance against customer expectations, centralizing and analyzing customer feedback and data.
  • Identify and communicate meaningful metrics aligned with organizational goals, such as NPS and customer satisfaction scores, sharing insights across the company.
  • Proactively create programs aimed at enhancing customer satisfaction and loyalty.
  • Collaborate cross-functionally to pinpoint areas for improvement throughout the customer journey, owning the strategy to achieve the desired customer experience.
  • Revise and develop customer journey maps for various regions and product lines.
  • Establish a Customer Advisory Board to foster insights and ongoing engagement with key customer accounts.
  • Prepare both internal and external communications regarding ongoing CX initiatives.

Qualifications:

  • A minimum of 5 years of experience in customer experience, market research, or related fields.
  • Experience in companies that deploy technical products and services with complex buying cycles is preferred; experience in the energy sector is a plus.
  • A bachelor’s degree in business, marketing, market research, operations, or a related field is required; an MBA is preferred.
  • Exceptional communication skills with the ability to build relationships across teams.
  • A strong desire to innovate, solve problems, and a passion for continuous learning.
  • A commitment to helping Fluence and our customers advance the clean energy future.