Director Customer Experience Jobs

In this high-impact role, you will apply your CX expertise and passion for driving cross-functional transformation programs that delight customers and accelerate customer growth and loyalty. You will collaborate with colleagues across CONMED to deepen customer understanding, align our collective energy on the highest value priorities, and accelerate customer and business impact in line with our strong customer-first culture.

Accountabilities:

• Drive strategic roadmap aligned to CONMED’s commercial goals
• Build and deliver a high-quality customer experience

· Manage a high performing team

Key Activities

• Synthesize inputs from all sources including qualitative and quantitative Voice of Customer (VOC) research, employee feedback, and customer/business analytics
• Form a deep understanding of CONMED’s business goals, strategy and tactics
• Translate insights into clear, actionable roadmap and manage/monitor progress to ensure completion and closed loop impact assessment
• Partner cross functionally to advocate for the best customer experience possible across all sales channels and ensure functional decisions outside of CX are made with the customer in mind
• Maintain strong “pulse” of external CX best practices, methodologies, and tools
• Build executive presentations to provide progress updates and escalate critical items
• Partner closely with Sales, Marketing, Distribution, S&OP and Digital Experience teams
• Serve as a point of escalation for team members and customers
• Lead cross-functional design sessions to define relevant customer journeys and interaction points across various personas, solution areas, and lifecycle stages
• Own CX measurement architecture including CX metrics (e.g., NPS, CSAT), key drivers, and linkage to business outcomes/benefits
• Inspire employee engagement. Create a culture of continuous improvement, development and conditions for success of the team.
• Define the customer journey for our customers and enhance team efficiency through automation.
• Refine team operational processes and best practices to ensure consistent delivery and support for our customer base

Competencies:

• Professional, positive demeanor
• Independent problem solver
• Ability to understand complex issues and drive full resolution quickly
• Ability to interact with a diverse audience including company colleagues at all levels, clinicians and administrators.
• Strong attention to detail and process
• Excellent numeric and analytical skills
• Customer obsessed attitude
• Eager, quick learner with strong team-work spirit
• Ability to be flexible with work duties in a dynamic, fast-paced environment

Required Qualifications

• Minimum of 10 years of business experience (customer success). Minimum of 5 years of experience in a management role
• Bachelor’s degree is required; Master’s or MBA preferred.
• Travel a minimum of 25 %

Preferred Qualifications

• Highly effective at leading change across a diverse and remote workforce
• Strong understanding of customer success methodologies and practices including (but not limited to) segmentation, customer journey, and customer health scoring
• Excellent verbal and written communication skills and comfortable presenting to different audiences including experience presenting to Executive Management Teams.
• Expertise in user requirement identification, customer input, VOC & market research