This individual will have a thorough understanding of the ACS customer experience (CX) primary lifecycle and the ability to prioritize and drive substantial and incremental improvement across all customer touch-points enterprise wide. This person will work to dissect priority customer pathways, identify drivers of engagement, as well as dissatisfaction, and lead the execution of process improvement tactics to drive increases in revenue, retention, advocacy and involvement. This position will enhance the CX program across the organization. The role will be responsible for bringing new thinking and discipline into the ways the company engages with customers. It will also be responsible for continuous improvement, use of best practice tools and evolution of the CX strategy, processes, roadmap, communications, across the organization.
- Provide leadership of CX through enhancement execution of current and future collaborating plans
- Be the evangelist for the company and asset to the right layers of management across the organization to ensure CX is top of mind
- Be the voice of the customer for the business and the advocate of greater customer satisfaction
- Create and execute processes to identify general themes, measure, prioritize actions and improve CX results
- Oversee development of communication plan to support program objectives.
- Communicate key internal themes and activities and supply metrics and evidence of progress as input to external activities
- Develop and track key metrics to measure customer experience and employee engagement in a meaningful way that connects efforts to revenue performance.
- Drive new thinking to improve customer experience, leveraging existing knowledge, experience with business needs.
- Introduce processes and tools to deliver winning results for customers and help drive the business.
- Teach and evangelize the CX strategy and its benefits to business teams.
- Work in conjunction with the Customer Insights team to ensure that all relevant and correlating results are incorporated into the CX plan and available to the business action planning process.
- Synthesize multiple data points and research inputs to develop conclusions and actionable recommendations.
- Leverage technology to integrate customer feedback into closed loop processes.
- Administrative support for Single Sign on platform and VoC data collection tools.
- Creation of Key customer journey management life cycle artifacts.
This position will report to the Senior Director, Customer Experience and Integration and will have one direct report.
There are two main areas customer experience seeks to support: revenue streams (product and program, development including corporate relationships) and departments tasked with enabling or supporting these revenue streams such as Cancer Control in support of the patient experience.
Strategy:
- Support the multi-year strategy to advance the focus on the new American Cancer Society’s customer centric culture
- Partner with Corporate Communications and Brand Strategy to develop and manage communication through all relevant channels to educate the organization (including volunteers)
- Partner with Talent Development to develop training and communicate training plans across the organization
- Present CX strategy to all levels of the organization (both in person and via Web-ex)
- Oversee and project manage the CX strategy roll-outMapping, Design and Continuous Improvement
- Build relationships with all product leads (be a ready partner to identify opportunities, consult on customer issues, and educate product owners on the meaning of customer-centric)
- Lead strategy of Voice of the Customer program for specific product areas
- Direct customer improvements from discovery through implementation, including building the case for support when necessary
- Direct projects in different phases of design – from mapping to implementation to nationwide roll-outs
- Collaborate with revenue leads to determine other customer groups in need of mapping, design and improvement, such as the donor experience (mass market to wealthy individuals)Insight:
- Strategic management of VoC program, including National CX, Relay For Life, Making Strides, touchpoint surveys and other products.
- Create reporting plan (with insight team) for Division, Corporate Center and product leaders
- Determine strategic action plans using insight from various sources
- Build implementation plan with product owners
- At least 10 years professional experience required.
- Sound understanding of marketing principles, CRM, Customer Experience, Single Sign on applications and improvement processes.
- Prior experience on a marketing-based team preferred
- Strategic and visionary thinker with extensive program management experience to drive cross functional customer experience improvement programs
- Ability to influence and enact change by working within and across a large, de-centralized organization
- Ability to lead and manage cross-functional teams without a direct-reporting relationship
- Ability to grasp business implications of analytic and market research data
- Creative and innovative thinking
- Strong facilitation skills
- Excellent project management skills and ability to lead projects, both at a strategic and tactical level
- Excellent written and verbal interpersonal and communication skills
- Excellent knowledge of ACS business and customer facing business processes
- Consistent ability to meet deadlines in a fast-paced environment
- Energetic and organized self-starter
- Strong customer-service orientation and positive, can-do attitude
- Ability to foster a cooperative work environment and to freely give and receive feedback
- Ability to balance multiple priorities and projects and meet deadlines.
- Experience with tools and reporting to measure and evaluate Customer Experience
- Familiarity with customer experience mapping and Voice of the Customer programs
- Familiarity with human-centered design•Market Research experience desired•Travel will be limited (5-10%)
We are committed to providing staff with fulfilling opportunities to learn, grow and make an impact in their local communities. We offer staff a generous paid time off policy; medical, dental and retirement benefits, and professional development programs to enhance staff skills.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.