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Related keywords
- Customer Experience
- Customer Experience Director
- Director Of Customer Experience
- Director Customer Experience Center
- Customer Success Program Director
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Program Director, Customer Experience
Company | 3E |
Address | Washington DC-Baltimore Area, United States |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-07-30 |
Posted at | 10 months ago |
Program Director Of Customer Experience
- Analyze market and competitive trends in CX, to ensure 3E provides exceptional and differentiated experience
- Support champion CX mindset in CX department, and across the company
- Drive consistency and coordination in client experience, across partners, products and geographies
- Support the definition of success criteria for superior CX and help building a multi-year roadmap with input and alignment from 3E leadership
- Partner with leaders in the CX department and across the company to drive continuous improvement in experience across high impact client touchpoints
- Embed a spirit of continuous improvement, governance and consistency in internal processes that enable CX
- 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
- Envision and launch NPS program, in partnership with Marketing
- Advise and support CX Advocates / project managers during execution
- Contribute to 3E CX Scorecard and build systems for tracking and reporting
- Partner with functional leaders to drive data integrity and quality within Salesforce
- Support 3E leaders in embedding value connection discipline to enhance voice of customer fidelity
- 5 - 10 years’ of related work experience in customer experience, customer success
- Bachelor’s degree preferred
- 5-10 years’ hands-on experience leading, coaching, and mentoring cross functional teams
- Up to 20% of traveling required
- Life insurance and disability coverage
- Health, dental, and vision insurance
- Employee assistance program
- 401(k) plan with company matching
- Generous PTO accrual and paid parental leave
- Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)
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