Customer Experience Initiatives Director

Job Description

Company OVerview:

At ADT Commercial, we truly believe that our people are the difference - for our organization, the customers we serve and the communities we protect. When you're a part of ADT Commercial, you'll have the opportunity to be a part of that difference every day. With more than 300 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit www.adtcommercial.com or follow us on LinkedIn and Facebook.

JOB DESCRIPTION

The Director, CX Strategic Initiatives has responsibility of leading key customer experience strategies such as voice of customer, quality management programs, and project initiatives which support effortless customer experiences while increasing our customer satisfaction. This role will be an advocate for customers constantly looking for ways to improve the customer's experience as well as looking for ways to improve the efficiency of CX systems our Commercial ADT team uses to support customers. This role will work directly with the Care, Monitoring and other centralized teams as well as the field organization and other functional areas within our business.

Develop, manage, and deliver customer experience strategic initiatives that are embedded in customer insights

• Seek out opportunities to improve our customer experience through customer insights and drive actions to improve with a collaborative approach
• Work with the IT resources and other stakeholders to identify a variety of solutions that can be applied to potential CX projects
• Communicate with key business stakeholders of outputs from customer insights, customer experience performance, and our steps to improve customer success
• Ensure successful execution of CX initiatives
• Efficiently and effectively push projects forward and provide key management of projects to ensure expedient strategy execution
• Provide strategy and support to our frontline teams to improve customer service with Telecom and CRM tools

People Management

• Provides day-to-day work direction to Customer Experience Strategy and Operations team
• Provides work direction in a matrixed environment for a cross-functional project team
• Provide mentoring and formal advisory perspectives across the broader team to ensure customer-centered work is embedded throughout the organization

Requirements:

• 10 or more years' experience in Operations, Strategy, User Experience, Product Management, or Planning with extensive experience in a large, matrixed organization
• Demonstrated skills and experience in the following disciplines: customer insights, business strategy, and technology trends
• Comfortable with all forms of customer insights, including quantitative and qualitative research and other customer signals from search, digital, and social data
• Experience driving a business or solid understanding of measuring business performance and business strategy
• Previous experience within or collaborating with technical product teams or retail operations
• Previous experience in or consulting for a large organization with multiple customer-facing channels
• Ability to perform with a high level of self-direction and independence
• Excellent verbal and written communication skills - a great story and communicator
• Proven ability to build collaborative relationships at all levels
• Excellent project management skills and ability to prioritize among competing priorities
• Strong analytical skills and comfortable using complex data sources
• Ability to navigate internal and external landscapes and develop compelling points of view to both create and crystallize strategic thoughts
• Ability to work in ambiguity and break-down ambiguity into actionable items
• Demonstrated experience in leading cross-functional teams while implementing corporate initiatives which meet or exceed expectations.
• Experience effectively managing large budgets
• Excellent presentation development skills with a strong working knowledge of Microsoft PowerPoint