Program Director, Customer Experience

Program Director of Customer Experience

It is 3E’s mission to deliver a best -in-class and consistent Customer Experience across customer and 3E team member interactions. As a Program Director of Customer Experience, you will be working with and support the SVP of Customer Experience to manage our company wide CX improvement initiative, working with all 3E functional units to deliver a best-in-class customer journey experience:

• Embed a spirit of continuous improvement, governance and consistency in internal processes that enable CX
• Support champion CX mindset in CX department, and across the company
• Drive consistency and coordination in client experience, across partners, products and geographies
• Partner with leaders in the CX department and across the company to drive continuous improvement in experience across high impact client touchpoints
• Support the definition of success criteria for superior CX and help building a multi-year roadmap with input and alignment from 3E leadership
• Analyze market and competitive trends in CX, to ensure 3E provides exceptional and differentiated experience

Operational expectations:

• Contribute to 3E CX Scorecard and build systems for tracking and reporting
• Envision and launch NPS program, in partnership with Marketing
• Advise and support CX Advocates / project managers during execution
• With input from peers and stakeholders, build business cases and prioritize initiatives for execution; where relevant, align to 3Es Corporate Prioritization Program (CPP)
• Report on progress across CX roadmap, proactively addressing roadblocks

Architect a full 360° view of our customer fully accessible in Salesforce

• Support 3E leaders in embedding value connection discipline to enhance voice of customer fidelity
• Partner with functional leaders to drive data integrity and quality within Salesforce

Preferred Experience

• 5 - 10 years’ of related work experience in customer experience, customer success
• 5-10 years’ hands-on experience leading, coaching, and mentoring cross functional teams
• Bachelor’s degree preferred

Other topics

• Up to 20% of traveling required

(US Benefits)

• 401(k) plan with company matching
• Health, dental, and vision insurance
• Generous PTO accrual and paid parental leave
• Life insurance and disability coverage
• Employee assistance program
• Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)

The anticipated salary range for this position is $150,000-$180,000. Not all candidates will be eligible for the upper end of the salary range. The exact salary will ultimately depend on multiple factors, which may include the successful candidate’s skills, experience, geography, and qualifications as well as the candidate's location of residence. In addition to base salary, some roles may be eligible for a variable bonus based on a combination of company performance, employee performance, and/or equity depending on the position offered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)