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Related keywords
- Customer Experience Coor
- Customer Experience Banker
- Customer Experience Guide
- Customer Experience
- Customer Experience Director
- Customer Experience Screener
- Director Of Customer Experience
- Director Customer Experience Center
- Customer Experience Quality Assurance Director
- Director Customer Experience Marketing
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Director, Customer Experience Jobs
Company | Sony |
Address | Los Angeles, CA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Entertainment |
Expires | 2023-07-21 |
Posted at | 10 months ago |
Sony Corporation of America, located in New York, NY, is the U.S. headquarters of Sony Group Corporation, based in Tokyo, Japan. Sony's principal U.S. businesses include Sony Electronics Inc., Sony Interactive Entertainment LLC, Sony Music Entertainment, Sony Music Publishing and Sony Pictures Entertainment Inc. With some 900 million Sony devices in hands and homes worldwide today, a vast array of Sony movies, television shows and music, and the PlayStation Network, Sony creates and delivers more entertainment experiences to more people than anyone else on earth. To learn more: www.sony.com/en.
- Enhance customer feedback mechanisms: Implement and maintain robust feedback channels to capture customer insights, including surveys, feedback forms, social listening, and other feedback mechanisms.
- Improve customer journey and touchpoints: Identify pain points and areas for improvement in the customer journey, from initial contact to brand advocate.
- Perform other duties, as assigned.
- Monitor customer satisfaction metrics: Establish key performance indicators (KPIs) to measure customer satisfaction, loyalty, and advocacy. Regularly analyze and report on metrics, providing insights and recommendations to senior management.
- Work in close partnership with vendors, Tokyo-based teams, and geographically distributed US operating teams.
- Stay updated on industry trends: Monitor industry trends, competitive landscape, and best practices in customer experience. Continuously seek opportunities to enhance our offerings and exceed customer expectations.
- Establish and evangelize standards and best practices to ensure the best customer experiences possible.
- Collaborate with cross-functional teams (product, sales, marketing, operations, etc.) to streamline processes, eliminate bottlenecks, and enhance customer touchpoints.
- Train and develop customer-facing teams: Provide ongoing training and coaching to customer service teams, ensuring they have the necessary skills and knowledge to deliver exceptional service. Foster a culture of continuous improvement and excellence in customer interactions.
- Define a clear vision and roadmap for using technology to deliver exceptional customer experiences across all touchpoints, continuously assessing and refining the strategy to meet changing customer needs and market dynamics.
- Champion a customer-centric culture: Instill a customer-first mindset throughout the organization, ensuring that all employees understand the importance of delivering outstanding service at every customer interaction.
- Drive customer-centric innovation: Identify opportunities for innovative customer experiences, products, or services. Collaborate with product development teams to incorporate customer feedback into product/service enhancements and new offerings.
- Excellent communication and interpersonal skills.
- Proficient in customer experience management tools, AI models, CRM systems, and customer feedback platforms.
- Analytical mindset with the ability to translate customer insights into actionable strategies.
- Proven track record of driving customer satisfaction, loyalty, and retention.
- 5+ years leading teams, with proven ability to structure, hire, and lead diverse teams.
- Ability to thrive in a fast-paced, rapidly evolving environment.
- Experience navigating voice, email, social media and chat customer care channels.
- Deep understanding of customer journey mapping and customer segmentation.
- Strong leadership skills with the ability to motivate and inspire cross-functional teams.
- 12+ years in customer experience or loyalty, preferably in subscription services and/or consumer software.
- Employee assistance plan and comprehensive behavioral health benefits
- Comprehensive medical, prescription drug, dental, and vision coverage with coverage for spouses/domestic partners and child dependents, including access to a Health Savings Account (HSA) and Flexible Spending Account (FSA)
- Education assistance and student loan programs
- Voluntary benefits such as group legal, identity theft protection, accident, and hospital indemnity insurance
- Paid parental and caregiver leave
- 401(k) Plan with pre-tax, Roth, and after-tax options and company match which vests immediately
- Fertility benefits, including surrogacy, and adoption assistance programs
- Short-term & long-term disability plans
- Basic and supplemental life insurance for employees as well as supplemental life insurance coverage for their spouses/domestic partners and children
- Time off to include vacation, paid holidays, sick leave, Summer Fridays (early release), and a winter break between Christmas and New Year’s Day (based on business needs)
- Matching gift program
- Referral bonuses (subject to eligibility)
- Employee stock purchase plan (Sony covers commissions and fees for your Sony stock purchases made through after-tax payroll deductions)
- Special discounts on Sony products, offered exclusively to Sony employees
- A wide variety of employee business resource groups (EBRGs)
- Annual incentive bonus
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