Vice President, Customer Experience (Call Center)
As the Vice President of Customer Experience, this individual is responsible for driving business results through the development and identification of customer insights that lead to breakthrough opportunities. The VP will use training, analytics and trending data to drive customer centric activities that improve overall customer experience outcomes. This will act as the advocate for the customer within the organization and help us advance our customer experience to build our business as well as collaborate with business partners to drive performance within each area. JOB RESPONSIBILITIES:Develop and execute a Customer Experience strategy to influence cultural change across the organization and to drive productivityBuild and main the ‘Agent Lifecycle’ to identify and replicate Best in Class performers from recruitment into steady state production Work with client and third party curriculum designer to ensure training materials deliver the most prepared agent into our production environmentCreate dashboard reporting that communicates a “story” and produces actionable data and present results to all levels of the organization, including client leadershipPartner with Executive team and other stakeholders to analyze, design, document and communicate strategic plan for improving the customer experience, including channel, experience, service design, message/communications and overall tactical operations implementation of that planIdentify focus areas for innovation in order to improve our customer experience in a productive wayCollaborate with the Quality Improvement team by understanding the voice of the customer as it relates to Key Performance Indicators and identify actionable opportunities to improve performance Education
- Bachelor’s Degree in Business Management or a related discipline.Master’s Degree preferred.
- Requires 15 or more years of related experience, including management experience with profit and loss responsibilities.