Overview:
Our Consumer Support Digital Strategy team is looking for a leader to help define and execute against a strategy which will digitally transform the way we are delivering support to our consumers - looking to drive engaging and enriching experiences through intuitive automation. This working leader will roll up their sleeves to engage in work planning and execution alongside their team. They are data led and understand the power of data in storytelling - they use this approach to seek, elevate, and chart the course for continuous improvement initiatives. This leader will leverage their experience in building and fostering strong cross functional relationships, influencing without authority, and leveraging data driven insights to build impactful business cases and drive work execution. This leader possesses a learning mindset and embraces and enjoys coaching team members and nurturing and supporting them to achieve their full professional potential.
-This function serves to optimize the top of the funnel at the get help stage of the customer journey, employing every opportunity to help reduce customer effort through digital empowerment.
-Supporting agent agility and proficiency through digital tooling and agent self service improvements/quality management.
CX Journey Management:
-Develop and deploy a customer listening strategy that covers several intervals in the customer journey, identifying, evangelizing, and executing project management for identified opportunities in CX improvement across the journey, working with a broad spectrum of cross functional partners.
People Leadership:
-Assess and support the development needs of the Digital Strategy program team members and research and educate team and cross functional partners on latest CX trends and delivering thought leadership.
-5-10 years CX program management work experience
-2-5 years direct leadership experience
-Excellent written/verbal communication, presentation development and delivery, and organizational skills
-BA/BS or equivalent industry experience
All your information will be kept confidential according to EEO guidelines.
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Compensation & Benefits Details
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