Director, Customer Experience

3 days ago

Valley Park, Missouri, United States nVent Full time

We're looking for people who put their innovation to work to advance our success – and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions.

We are looking for an experienced Director, Customer Experience & Insights to join nVent to lead and elevate the function of customer experience (CX) and insights to the next level.  At nVent, we believe that a customer-centric culture and the ability to uncover and leverage data-driven insights will help to drive our business objectives forward. This individual will be responsible for understanding nVent enterprise and business strategies, customer needs & insights (end user and channel) and leveraging this information to partner with cross-functional teams to develop in-depth strategies & marketing analysis/research that will provide actionable understanding and direction. This role requires extensive research and analytical expertise, strong cross-functional collaboration, and compelling story-telling skills.

The ideal candidate will have a passion for understanding customer behavior and driving customer-centric strategies, and they will be committed to improving business outcomes. Reporting to the Chief Marketing Officer and EVP, the Director, Customer Experience and Insights will oversee the development and execution of customer experience and insights plans, engagement, and performance reporting to inform key business decisions.

WHAT YOU WILL EXPERIENCE IN THIS POSITION:

  • Develops, drives, and articulates the strategic vision and roadmap to build the Customer Experience & Insights function, including strategy, service levels, and resource plans.
  • Leads the development and processes required to ensure a regular and deep understanding of customer buying journey, distributor relational feedback, NPS, and overall satisfaction levels.
  • Defines and makes visible the opportunities that shape customer experience and influence buyer behavior and champions the continuous improvement of these aspects.
  • Leads effort to map the customer journey across touchpoints; understand the customer experience from awareness to post-purchase and identify opportunities to enhance satisfaction and loyalty.
  • Cultivates a culture of customer-centricity and data-driven decision by ensuring that research insights are communicated cross-functionally and integrated into business processes and plans.
  • Leads the development of an intake process to prioritize workstreams with associated processes and documentation effectively. 
  • Develops partnerships with the Digital Technology team to develop and prioritize data sources and/or new tools and technologies.
  • Ensures strong consultative partnership with enterprise and segment stakeholders to continuously improve and scale delivery of services.
  • Leads the build-out an ongoing education and awareness program across the organization to maximize uptake of tools and drive more self-service.
  • Monitors industry trends, emerging methodologies, and technologies in consumer research and insights, incorporating innovative approaches to enhance team effectiveness and efficiency.
  • Monitors operational metrics to ensure effective forecasting, resourcing, planning, and budgeting processes. Oversees Insights & CX budget management.
  • Manages and oversees vendor relationships related to the function.

YOU HAVE:

  • 12 + years of experience in uncovering meaningful insights into Customer and Channel partner attitudes and behaviors through both qualitative practices and modern quantitative methods. 
  • Bachelor's degree required; MBA or advanced analytics education preferred.
  • Strong analytical skills and proven ability to draw meaningful conclusions, distill complex data into actionable insights, and present findings in a compelling manner.
  • Proficiency in qualitative and quantitative research methodologies, deep understanding of research methodology and best practices, and experience with research tools and platforms.
  • Excellent leadership and communication skills, with the ability to influence and inspire cross-functional teams and stakeholders.
  • Demonstrated strategic thinking and problem-solving abilities, with a focus on driving business results through data-driven decision-making.
  • Comfort with fast-moving deliverables and timelines
  • Proven ability to navigate through ambiguity and significant org change
  • Strong collaboration skills to partner with global, regional, and functional leaders.

WE HAVE:

  • A dynamic global reach with diverse operations around the world that will stretch your abilities, provide plentiful career opportunities, and allow you to make an impact every day
    • At nVent, we believe safer systems ensure a more secure world. We connect and protect our customers with inventive electrical solutions. We design, manufacture, market, install and service high-performance products and solutions for mission-critical equipment, buildings and essential processes. Our solutions are helping build a more sustainable and electrified world.
    • We are a $3.3B company with a dedicated team of more than 11,000 employees around the globe. Our comprehensive portfolio of enclosures, electrical and fastening, and thermal management solutions dates back more than 100 years and includes nVent CADDY, ERICO, HOFFMAN, ILSCO, RAYCHEM and SCHROFF.
    • Commitment to strengthen communities where our employees live and work
      • We encourage and support the philanthropic activities of our employees worldwide
      • Through our nVent in Action matching program, we provide funds to nonprofit and educational organizations where our employees volunteer or donate money
      • Core values that shape our culture and drive us to deliver the best for our employees and our customers. We're known for being:
        • Innovative & adaptable
        • Dedicated to absolute integrity
        • Focused on the customer first
        • Respectful and team oriented
        • Optimistic and energizing
        • Accountable for performance
        • Benefits to support the lives of our employees

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