PIONEER METAL FINISHING, LLC
Customer Experience Leader (Finance)
Develop and deploy the company's customer experience strategy, including characterization of strategic customer segments and implications for charters and roles throughout the company, and systematic collection and application of customer experience insights for strategic advantage and growth.
Coordinate the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touchpoints.
Establish and roll-out the company's customer experience maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve.
Lead Customer Care Team
Lead, coach and develop division-based Customer Care team with alignment to CX Strategy and Key Performance Indicators.
Equip Customer Care team for best-in-class customer support through the optimization of operational systems, training, and customer insights.
Set individual and team goals to ensure all member of the team understand expectations.
Generate CX Insights
Develop an efficient portfolio of customer experience insights and analytics that provide an integrated single view of each customer, a 360-degree view of customer experience for each segment, a delightful experience for participants, and reports that compel strategic action systematically across the company.
Coordinate view of customer data for strategic data monetization, digital empathy, digital business models and real-time digital customer experience excellence.
Facilitate CX Adoption
Develop an effective portfolio of internal communications that educate executives and employees about customer experience realities, expectations, moments of truth, goals, improvement and innovation techniques and engagement opportunities, emphasizing specific ways different roles can make a difference in customer lifetime value.
Develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers.
Work with each discipline across the company to reframe their charter, roles and rituals for customer-centricity, i.e. why customers care and how it can make a difference for customers and/or customer touch-points.
Systematize CX Value
Coordinate the development of customer experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value.
Develop and deploy systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.
Influence ease-of-work and ease-of-doing business as a key stakeholder for services development and realization, go-to-market, employee engagement and other endeavors across the company.
Ensure ongoing skill development and capability-building within the Customer Care roles and among executives and employees at-large for customer-focused communication, customer experience improvement and innovation, and alignment with customer expectations.
Education/Qualifications
Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.
Proven ability to manage diverse efforts' synergies.
Experienced in navigating ambiguity and change with an entrepreneurial mindset.
Track record of customer-centric decision-making.
10 years of experience in related roles, such as voice of customer, experience design, customer care, customer intelligence, customer loyalty.
Bachelor's degree or equivalent experience required.
Skill Sets and Strengths
Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.
Track record of frequent personal interactions with customers.
Tech-savvy in evolving technologies and CX systems; CRM, CMS, ERP.
Comfortable with public speaking and facilitating large group sessions.
Work experience in multiple P&L units or multiple functional areas, such as marketing, quality, service, etc.
Certified Customer Experience Professional (CCXP) preferred.
Lean/Six-Sigma training.
MBA degree or equivalent preferred.