CX Director

Job Terms:
Start date:
posted by:
Geoff Goodman

Job Description:

Rare opportunity to be the Director of a division that has 10 people and is growing!

Core Responsibilities 
• Ensure best practices in terms of journey mapping and customer-centric design thinking are leveraged in the development of the CX strategy. 
• Plan and monitor CX strategy, work scope and plans, work prioritization, resource management and governance to ensure quality implementation of value added customer experience improvements. 
• Establish and monitor analytics, and performance metrics relating to the customer experience. 
• Manage and monitor operational excellence activities relating to the CX strategy. 
• Maintain open communications, working collaboratively across departments to support a unified approach to customer experience improvements. 
• Manage relationships and contracts with vendors supporting the CX strategy. 
• Manage and monitor Capital and O&M budgets for customer journey mapping efforts. 
• Develop and coach employees supporting the CX strategy. 
• Perform other related tasks assignments as required. 


Required Work Experience 
• 8-10 years of managerial experience 
• Project management experience 
• Demonstrated strong communication skills 
• Demonstrated success managing change 
• Demonstrated experience with CX related / customer improved processes is required 
• Demonstrated success leading and managing employees and teams. 
• Demonstrated high energy individual with experience managing multiple tasks or initiatives 
• Demonstrated strong analytical, research, planning and problem-solving abilities 
• Demonstrated ability to deliver exceptional customer experience strategy and/or program. 
• Must have strong interpersonal skills demonstrating experience working successfully with different levels of management, and outside organizations. 
• Must be able to travel as necessary. 
• Must have experience with Microsoft Word, Excel and PowerPoint. 

Licenses & Certifications 
• Driver's License Required 

Required Education/Experience 
• Bachelor's Degree Eight years work experience 
Preferred Education/Experience 
• Degree preferably in Business, Organizational Management or Marketing