We are looking for a leader with experience in building customer experience (CX) functions from scratch in other organizations. This individual will work across operations, technology, and finance leadership teams to establish the CX capability from the ground up. They will provide strategic direction on how customer experience can drive growth and persistency through investments in people, processes, and technology. Leveraging stakeholder input, market feedback, CX data, and internal knowledge, they will drive enterprise business results.
Role Summary: We are seeking an experienced leader to establish and develop our customer experience (CX) function from scratch. This role involves collaborating with operations, technology, finance, and P&L leadership teams to drive growth and persistency through strategic investments in people, processes, and technology.
Primary Duties:
Establishing CX Function: Create and nurture the CX capability, ensuring it aligns with and supports various departments.
Strategic Guidance: Direct how customer experience can enhance growth and persistency.
Utilizing Insights: Leverage stakeholder input, market feedback, and CX data to achieve business results.
Comprehensive Integration: Combine different CX elements to form a unified customer experience view.
Collaborative Efforts: Partner with various teams to unify and streamline customer experience processes.
Influencing Change: Act as a mediator, influencing changes and making decisions from a customer-centric perspective.
Data Infrastructure: Build the necessary systems to support CX insights and actions.
Challenges to Address:
Decision-Making: Identify where decisions should be made individually or across functions.
Data Capabilities: Develop robust data and analytics systems to support CX initiatives.
Unified View: Merge various CX components to create a comprehensive customer experience.
Leadership and Team Building:
Team Management: Lead and shape a team of 5-7 direct reports.
Effective Communication: Communicate effectively across executive leaders and cross-functional teams.
Executive Engagement: Engage with the EVP quarterly and other leaders regularly.
Initial Success Metrics:
Building Relationships: Forge strong relationships within and outside the team.
Analyzing CX Data: Examine CX data to identify needs and set milestones.
Developing Strategy: Start defining a multi-year strategy to establish a strong foundation.
Curiosity and Impact: Understand the broader organization and demonstrate curiosity to drive impact.
Opportunity: This role offers a unique chance to clarify how customer satisfaction drives growth and persistency, sharing strategic insights and choices across the organization.