Director Digital Customer Experience

Job Summary
The Director of Digital Customer Experience is responsible for driving continuous improvement initiatives in the areas of Payment Experience, Outage Experience, and Service Fulfillment Experience (Professional and Self-Install). That continuous improvement domain includes digital touchpoints such as proactive communications, IVR, web, and chat. Key performance measurements will include "First Time Right" operational efficiency and above all the delivery of a better customer experience as measured through Voice of the Customer (VoC) and NPS.
Responsibilities
• Identify new Digital Self-Serve opportunities tied to the customer journey mapping that is expected to yield an improved customer experience.• Define business requirements for new digital and proactive communication opportunities that will align all digital channels for a consistent brand interaction.• Analyze and forecast the cost savings opportunity for any new digital and proactive communications project. • Create and visualize customer experience and map customer journeys throughout the lifecycle, assessing the current state experience, capturing touchpoints and highlighting areas of friction. • Lead & facilitate ideation and concept explorations, as well as partner with Product, Call Center, Field Operations, Engineering, and other internal business units to define new customer experience designs. • Champion delivering a concierge customer experience to customers, peers, and various internal business partners. • Measure the post launch results and metrics for new implementation efforts, how they compare to the forecast, and capture learnings for future implementation efforts.• Manage a pipeline of continuous improvement initiatives that support the customer experience and operations excellence. • Analyze opportunities for improvement using techniques in Six Sigma and in Customer Experience Management. • Design new cross-functional processes and customer journeys, recommending a portfolio of initiatives with measurable impact. • Drive improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to listen and evaluate the evolving current state experience.
Qualifications
• Bachelor's degree; Masters' degree with MBA preferred• Minimum ten years leadership experience leading Product & Operations Strategy & Customer Service functions with ability to create strategic advantage and differentiated value in the market.• Leadership presence, applying an analytical, conceptual, storytelling, and communication skillset to build confidence with senior leaders and influence decision-making• Cross-Channel alignment capabilities working with technical teams and cross functional channel owners• Proven experience driving operating & customer experience excellence and supporting strategic decisions as the company continues to scale.• Experience with data-driven methodologies (e.g., surveys, journey analytics, data science) to inform customer or brand strategy)• Experience working in a matrix organization with the proven ability to influence at all levels of the organization.• Significant experience analyzing customer journeys and caring for customers via process, policy & digital technologies improvement• Success in creating and executing strategic plans to achieve customer care and retention objectives• Success in driving organizational change via Agile methodologies and a proven track record of overcoming challenges to achieve goals• Strong process and data analytics acumen, and demonstrated ability to apply data analysis to make decisions• Strong interpersonal and influencing abilities, particularly when influencing others who are not in your organization• Demonstrated ability to work within large organizations, lead teams remotely and work cross-functionally
Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty