Vice President, Customer Experience

Reference:

VAC-520

Sector:

Fin-Tech

Salary:

Competitive

Town/City:

Austin, Texas

Contract Type:

Full Time

Talk to us

Tia Blosser, Talent Acquisition Consultant
+16787019809
(0830-1830)

Job description

The Vice President, Customer Experience is responsible for driving the customer-centric culture. He or she will set the strategic direction for my client's Customer Experience. The VP of Customer Experience will be the chief customer advocate within the company and to external constituents.

Responsibilities

  • Provide leadership for the Customer Experience Management function which is currently 17 employees and covers the following functions including budget management
    • Complaint Response Team
    • Customer Satisfaction Measurement and Analytics
    • Customer Experience Improvement Projects
  • Drive customer centricity throughout the company.
    • Partner with Human Resources, Communication, Marketing and Leadership Team to help ensure that employees “Think Customer First”
    • Help the company understand the customers as people
  • Ensure the company is listening to all customers
    • Ensure appropriate listening channels customers, partners and employees
    • Ensure operational excellence in maintaining surveys, ensuring triggers are working, keeping reporting tools up to date, maintaining documentation on survey operations
    • Design innovative ways for all employees to understand our customers
    • Deliver monthly report for Executive Leadership Team related to Customer Experience
  • Oversee the company’s Complaint Resolution Team
    • Ensure compliance with regulatory requirement for reporting, working, tracking and analyzing complaints
    • Personally handle escalated customer issues from time to time
    • Partner with the Corporate Communication Team on customer related media issues
  • Advocate for customers
    • Be the expert on the customer
    • Vocal and outspoken champion for customer focus and ongoing improvement internally
    • Vocal and outspoken champion for customer focus and ongoing improvement to external constituents like industry, advocates and government
    • Act as an enabler for customer experience activities, delivering best practices, tools and guidance across the organization and work in close collaboration with other internal team partners to identify and prioritize customer experience projects.
  • Drive improvements that lead to increased lifetime value of customers
    • Understand how each improvement initiative affects all touch points and ensure all appropriate stakeholders are aligned with the project
    • Influence and align cross functional stakeholders to drive changes the benefit the customer

Minimum Requirements:

  • 15 years of related experience
  • BA or BS
  • Excellent presentation skills
  • Strong analytical skills
  • A demonstrable passion for customers and building partnerships
  • Insatiably curious - always looking to understand the why

Qualifications:

  • Demonstrated ability to influence others outside of your reporting structure
  • Empathetic approach
  • Experience with extracting and analyzing data sets that cross multiple dimensions
  • Excellent communication skills to drive change management across the company
  • Excellent listening and comprehension skills
  • Curiosity to dig several layers deep into data, have an innate desire to understand key drivers and whether they are the correct or best metrics to measure/manage a business or process

Talk to us

Tia Blosser, Talent Acquisition Consultant
+16787019809
(0830-1830)