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Director, Customer Experience

Company: Arcserve
Location: Draper
Posted on: November 23, 2021

Job Description:

The Director of Customer Experience is responsible for creating industry leading customer experiences in an omni channel environment. They will lead ideation, strategy and concepts across customer experience initiatives and perform customer impact analysis, customer data analysis, cross-channel and cross-product alignment, and the identification of opportunities to improve the experience, all through the customer lens.This role requires a unique blend of strategic thinking, creativity, technical proficiency, and operational excellence. The ideal candidate will have a proven track record in product management, strategic roadmap planning, customer experience and operations.This role can be located in Minneapolis, MN, Draper, UT or remote US.Essential Job Responsibilities:Develop opportunities to improve customer experience and build customer loyalty across all customer touch points.Drive customer experience design to support the end-to-end experience for all channels and customer segments. Utilize data from customer insights, KPIs and industry analysis to make data-based design decisions.Participate on cross-functional teams for key VOC projects and help guide the initiatives to achieve the desired outcomes.Ensure Arcserve's performance standards are being met and all customers receive the best possible experience across all touch points: phone, email, social media, LiveChat, shipping, and returns services.Develop and manage communications plan for all Customer Service touchpointsManage the relationships and communication with internal organization:Tracking and managing service levels and improvement programsCommunications and EducationProcess trainingCustomer issue escalations and resolutionsCollaborate with cross functional partners to optimize performance of Contact Center and address root causes of customer concerns.Perform other duties as assigned.Required Job Qualifications:Bachelor's degree in Business Administration or equivalent combination of education and experienceFive plus years designing or developing customer experienceSuperior communication, leadership, and presentation skillsOutstanding facilitation, brainstorming and collaboration skillsAcute ability to assess and understand the data to "tell the story"Excellent written and verbal communications skillsOccasional travel may be requiredAbility to influence internal and external key stakeholders and build consensusAbility to communicate with all levels of management and company personnelPreferred Job Qualifications:Ability to develop strong working relationships with peers and project membersAbility to provide leadership and direction to cross-functional and virtual teamsAbility to make decisions and solve problems while working under pressureHighly motivated self-starter and strategic thinker with the ability to work effectively in a demanding, challenging, and environmentExperience in the IT infrastructure / Datacenter, with experience in technology solutions, services, and industry knowledge in the storage, security, or data protection marketplaceProcess drivenProficient with MS Office toolsProven track record of building strong professional relationshipsArcserve is an equal opportunity/affirmative action employer. Minorities/Females/Disabled/Veterans

Keywords: Arcserve, Draper , Director, Customer Experience, Executive , Draper, Utah

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