VP of Customer Experience

Austin, TX 78701

Posted: 11/09/2018 Employment Type: Permanent Industry: Financial Services Job Number: 2018-76 Pay Rate: DOE Type: Permanent

Merchant Services Company located in Downtown Austin, Texas is searching for a senior leadership candidate with experience in the Customer Experience.   This candidate will be responsible for driving the customer-centric culture for the company.  The Candidate will set the strategic direction for the Company’s Customer Experience.  This person will be the chief customer advocate within the company and to external constituents.

The Best Candidate…

Candidate must have managed escalated call center agents responding to mission critical customer issues.  This person will managed a team and will be the internal and external champion of the customer experience.  This candidate will know how the products effect customers and influence people within sales, marketing, legal, operations, IT, creative and everyone involved whether or not something will make sense for a customer or how a customer interacts with our company so a  broad base experience is necessary.  The best candidate will already have a career being in a leadership role for 5+ years focused in the company’s customer experience.

Education:

  • BA or BS college degree.

 

Minimum Requirements:

  • 15 years of related experience serving in a leadership role focused in the customer experience for the company.
  • Excellent presentation skills
  • Strong analytical skills
  • A demonstrable passion for customers and building partnerships
  • Insatiably curious - always looking to understand the why

 

QUALIFICATIONS

  • Demonstrated ability to influence others outside of your reporting structure
  • Empathetic approach
  • Experience with extracting and analyzing data sets that cross multiple dimensions.
  • Excellent communication skills to drive change management across the company
  • Excellent listening and comprehension skills
  • Curiosity to dig several layers deep into data, have an innate desire to understand key drivers and whether they are the correct or best metrics to measure/manage a business or process

 

Responsibilities:

  • Provide leadership for the Customer Experience Management function which is currently 17 employees and covers the following functions including budget management
    • Complaint Response Team
    • Customer Satisfaction Measurement and Analytics
    • Customer Experience Improvement Projects
  • Drive customercentricity throughout the company.
    • Partner with Human Resources, Communication, Marketing and Leadership Team to help ensure that employees “Think Customer First”
    • Help the company understand the customers as people
  • Ensure the Company is listening to all customers
    • Ensure appropriate listening channels customers, partners and employees
    • Ensure operational excellence in maintaining surveys, ensuring triggers are working, keeping reporting tools up to date, maintaining documentation on survey operations
    • Design innovative ways for all Company employees to understand our customers
    • Deliver monthly report for Executive Leadership Team related to Customer Experience
  • Oversee the company’s Complaint Resolution Team
    • Ensure compliance with regulatory requirement for reporting, working, tracking and analyzing complaints
    • Personally handle escalated customer issues from time to time.
    • Partner with the Corporate Communication Team on customer related media issues
  • Advocate for customers
    • Be the expert on the Company’s customer
    • Vocal and outspoken champion for customer focus and ongoing improvement internally
    • Vocal and outspoken champion for customer focus and ongoing improvement to external constituents like industry, advocates and government
    • Act as an enabler for customer experience activities, delivering best practices, tools and guidance across the organization and work in close collaboration with other internal team partners to identify and prioritize customer experience projects.
  • Drive improvements that lead to increased lifetime value of customers
    • Understand how each improvement initiative affects all touch points and ensure all appropriate stakeholders are aligned with the project.
    • Influence and align cross functional stakeholders to drive changes the benefit the Company’s customer.

 

  • US Citizens and those authorized to work in the U.S. are encouraged to apply.
  • Our client is unable to provide H1B Visa sponsorship at this time.
  • No C2C

 

Compensation:

Competitive salary, bonus potential and full benefits.

 

Resume Submittal:

Please submit your resume and salary requirements to resumes@profoundjobs.com.

Marie Mikelson
President - Executive Recruiter

Marie is a native Houstonian and has put her energy in building ProFound’s business relationships. She has specialized in IT and software development recruiting in the Houston area since 1999. You will often hear Marie tell people to “get-into-our-circle” because she knows people, companies and she’s working on new jobs all the time. As a professional networker, Marie practices good habits in business development, recruiting, customer service, working with a sense of urgency to help people. She believes in having a foundation of long term relationships in order to be a successful Business Owner, Recruiter and Business Developer.

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