The Director of Customer Experience role will be responsible for bringing new thinking and discipline to the ways the American Cancer Society (ACS) engages with customers. The role will support enhancement and evolution of our existing Customer Experience Program. This individual is responsible for fostering a customer centric culture to improve the experiences of all ACS customers. The ideal candidate must have the ability to influence and enact change by working within and across a large, de-centralized organization freely giving and receiving feedback. The individual in this role provides strategic direction and leadership to assess and enhance ACS customer experience utilizing CX best practice tools, evidence-based decision making and will support the evolution of the CX strategy across the organization. This key leader collaborates closely with the analytics partners on Voice of the Customer insights and must have the ability to generate data-based decisions, prioritize and drive both substantial and incremental improvement across all customer touch-points. The role requires dissection of priority customer pathways, mapping the journey of key customer segments and identification of drivers of engagement/dissatisfaction/ease and emotion. This individual must effectively operate within the defined multi-year strategic delivery plan, enhancing the CX processes impacting outcomes. This leader must promote teamwork and integrate with all levels of the organization fostering a cooperative work environment.
- Provide leadership of CX through enhanced execution of current and future collaboration plans.
- Be a CX evangelist for the American Cancer Society and an asset to the appropriate layers of management across the organization to ensure CX is top of mind.
- Be the voice of the customer for the business and an advocate of greater customer loyalty.
- Create and execute processes to identify general themes, measure, prioritize actions and improve CX results.
- Oversee development of communication plans 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.
- 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, specifically the ACS CRM and Single Sign On to integrate customer feedback into closed loop processes.
- Provide administrative support specific to ACS Single Sign On and all digital platforms.
- Create key customer journey management life cycle artifacts.
Strategy:
- Support the advancement of the American Cancer Society’s multi-year strategy to increase organizational focus on a 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 Skype or remote platforms).
- Manage specific project assignments to support the Multi-year plan and CX Roadmap.
Mapping, 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).
- Support 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.
- 12 years of professional experience in CX or a related field.
- Sound understanding of marketing principles, CRM, Customer Experience, Single Sign-On applications and improvement processes.
- Strategic and visionary thinker with extensive program management experience to drive cross-functional customer experience improvement programs.
- 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 .
- Consistent ability to meet deadlines in a fast-paced environment.
- Energetic and organized self-starter.
- 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 journey mapping and Voice of the Customer programs.
- Familiarity with human-centered design.
- Market Research experience desired.
- CXPA or Lean Six Sigma certification a plus.
Demonstrates Marketing Competencies:
- Manages ambiguity
- Collaborates
- Customer focus
- Cultivates innovation
- Plans and aligns
- Drives results
- Builds effective teams
- Drives vision and purpose
Other Skills:
- 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 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 balance multiple priorities and projects and meet deadlines.
- Experience with Customer Experience Tools and Reporting to measure and evaluate Customer Experience
SPECIAL MENTAL OR PHYSICAL DEMANDS:
- 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.