VP of Customer Experience

JOB SUMMARYThe Vice President of Customer Experience (CX) defines team direction and ensures that all projects and work efforts are tied to clients' needs and strategic drivers. This role guides the customer service function to create positive experiences for customers and is responsible for developing and implementing strategies to improve customer satisfaction, loyalty, and value. It is also responsible to ensure mutually beneficial interactions between customers and the internal team, especially when issues ariseKEY RESPONSIBILITIESCrafts and implements a holistic customer experience strategy that not only aligns with the company’s brand values and business objectives but also reinforces the brand identity at every touchpoint, ensuring that each interaction reflects the commitment to excellence.Spearhead the development and implementation of an inclusive, centralized customer touch point system that integrates all business units into a single, cohesive platform. This system will streamline communication, improve customer accessibility, and ensure consistent experiences across all touchpoints.Leads the development of end-to-end customer journey maps for all customer segments, ensuring that these maps not only address their needs and pain points but also resonate with the brand's tone, personality, and positioning.Oversees the integration of key technologies, such as MuleSoft and Salesforce, to drive comprehensive 360-degree views of customer experiences, enabling personalized interactions and informed decision-making.Champions the voice of the customer (VOC) throughout the organization, ensuring that customer feedback is not only captured, analyzed, and acted upon but also used to reinforce the brand's image and build brand loyalty.Defines clear objectives and key results for CX initiatives, tracking and measuring success metrics not only to demonstrate the impact on financial outcomes but also to gauge their effectiveness in enhancing the brand loyalty and reputation.Develops effective and robust processes to review the quality of the service provided to customers, both internal and external.Collaborates with cross-functional teams, including marketing, operations, and technology, to embed customer-centricity into all aspects of the organization, fostering a culture of continuous improvement and innovation.Conducts regular audits of customer touchpoints and interactions to identify areas of friction and opportunities for optimization.Implements a closed-loop feedback process to ensure that customer feedback leads to tangible improvements in products, services, and processes.Manages significant issues adversely affecting the products and services from an operational perspective.Ensures effective workforce planning and staff management strategies to support the growth of the business.ROLE QUALIFICATIONSEDUCATION & EXPERIENCEREQUIREDBachelor’s Degree, or an equivalent combination of industry related experience and educationAt least ten (10) years of experience in customer service/experience, and transformation leadershipAt least seven (7) years of experience in a senior level customer experience roleStrong knowledge of customer service/experience technologies and processesStrong background in successfully improving processes and developing peopleStrong initiative with ability to identify and deliver required change where necessaryAbility to make sound, informed decisions under pressureAbility to develop ideas into action, actions into outcomes, and outcomes into resultsExceptional research and communication skills, both written and verbalWorking knowledge industry and regulatory challengesStrong attention to detail and problem-solving skillsExperience scaling and overseeing a 24-hour customer support functionsPREFERREDCertification in continuous improvement, project management, or quality assuranceExpertise in one or more itel product industries, property insurance, and/or managed repairSalesforce Experience KEY COMPETENCIESStrategic Orientation: ability to contribute to the overall strategy, culture and financial success of the company with specific expertise in strategic planning and execution.Leadership: ability to handle tasks and work independently and intentionally develop and utilize positive leadership traitsCreative Thinking: ability to demonstrate conceptual creative thinking, taking an idea and visualize/describe the opportunity, then recognize the potential fit with culture and product linesIntegrity and Ethics: ability to gain the confidence and trust of others through honesty, authenticity, taking responsibility for own actions, and telling the truth.Accountability: ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive changeCultural Competence: ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions.All members of the itel family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability

Created: 2025-01-11