Director Of Customer Experience

COMPANY OVERVIEW
Milliken & Company is a global manufacturing leader whose focus on materials science delivers tomorrow’s breakthroughs today. From industry-leading molecules to sustainable innovations, Milliken creates products that enhance people’s lives and deliver solutions for its customers and communities. Drawing on thousands of patents and a portfolio with applications across the textile, flooring, chemical and healthcare businesses, the company harnesses a shared sense of integrity and excellence to positively impact the world for generations. Discover more about Milliken’s curious minds and inspired solutions at milliken.com and on Facebook , Instagram , LinkedIn and Twitter .
POSITION TITLE
Director of Customer Experience (CX)
POSITION OVERVIEW
As the Director of Customer Experience, you will serve as the voice of the customer, leveraging data/insights to elevate and modernize the end-to-end customer experience. You will refine the customer experience strategy and influence the multi-year digital roadmap that will help the organization to deliver on our business growth goals. You will put in place the strategic frameworks to reduce friction and inefficiencies in the current customer journeys and make us future-ready to support evolving customer needs. You will develop business cases for digital investment, process improvement, marketing investment, new product development, and other strategic initiatives. Perhaps most importantly, you will be a change agent, leveraging data and insights to collaborate with colleagues globally.
This position is based out of our corporate headquarters in Spartanburg, SC and offers a flexible mix of in-office and remote. This role is part of the emerging CX shared services team and reports into the Vice President of Marketing Operations.
JOB RESPONSIBILITIES

• Scale: Develop repeatable processes supported by clear templates/frameworks that are consistent across the organization to gain alignment, coordinate initiatives, and leverage the scale of One Milliken.
• Customer Journey Mapping: Expand customer journey mapping efforts to effectively identify personas, key customer pain points, and key experience opportunities. Use those insights to aid in prioritization of key business initiatives.
• Customer Experience Committee: Lead a committee made up of subject matter experts across the company in sales enablement, customer service, and marketing that meet monthly to discuss, prioritize, and help execute key initiatives.
• Leadership/Collaboration: Build effective relationships with business leaders, marketing, sales, customer service, strategy, and IT across the company. Demonstrate positive leadership with the ability to listen, collaborate, and flex leadership style to build trust and consensus.
• Customer Insights: Leverage customer relationship and transactional surveys to educate the organization on how Milliken performs relative to industry benchmarks (e.g., Net Promotor Score, Customer Satisfaction, Customer Effort Score).
• Culture/Training: Build a culture of accountability and passionately advocate for ways to improve our customer experience. Provide support for associates across the organization to better understand our customers through data and insights sharing.
• Customer Experience Strategy: Continue to refine our CX strategy to ensure we are making measurable progress in understanding our customers needs/wants and actioning against those learnings.
• Customer Segmentation: Optimize how we are segmenting our customers to provide better service for those customers critical to achieving our business goals, optimize our cost to serve, and improve the overall customer experience. Build standard business rules to identify, communicate, differentiate offerings, and prioritize our customers.
• Analytics: Leverage analytics tools to drive continuous optimization, measure progress against KPI benchmarks and targets, and report on key metrics to gain support for improved performance. Oversee the customer experience KPI dashboard and share ad hoc analysis with the organization.

QUALIFICATIONS – REQUIRED

• Strong understanding of sales, marketing and customer service processes and best practices
• 3+ years’ experience managing others
• Bachelor's Degree required; Master’s preferred
• Ability to inspire, motivate, train, and enable others to incorporate new processes, practices, and tools into their daily work
• Ability to clearly and succinctly ‘tell a story’ in either day-to-day or senior management meetings; strong PowerPoint and data visualization skills are key
• Strong analytic capabilities with the ability to leverage data, customer, and business insights, as well as analytics tools to drive productive action
• Subject matter expert with 10+ years of hands-on experience and comprehensive knowledge of customer experience with measurable results
• Highly strategic thinker with the ability to quickly establish credibility across all levels of the organization, impact decisions through formal and informal influence, and create alignment between teams
• B2B experience a plus
• Client orientation with a natural disposition towards collaboration
• Understanding of the customer experience digital ecosystem (e.g., CRM, DXP, My Account, CPQ, Marketing Automation, eCommerce)