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
- An employee’s pay position within the salary range may be based on several factors including but not limited to (1) relevant education; qualifications; certifications; and experience; (2) skills, ability, knowledge of the job; (3) performance, contribution and results; (4) geographic location; (5) shift; (6) internal and external equity; and (7) business and organizational needs.
- The salary range is what we believe to be the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in California, Colorado, New York or remote jobs that can be performed in California, Colorado and New York. This range may be modified in the future.
- You will be eligible to participate in Western Digital’s Short-Term Incentive (STI) Plan, which provides incentive awards based on Company and individual performance. Depending on your role and your performance, you may be eligible to participate in our annual Long-Term Incentive (LTI) program, which consists of restricted stock units (RSUs) or cash equivalents, pursuant to the terms of the LTI plan. Please note that not all roles are eligible to participate in the LTI program, and not all roles are eligible for equity under the LTI plan. RSU awards are also available to eligible new hires, subject to Western Digital’s Standard Terms and Conditions for Restricted Stock Unit Awards.
- We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program, employee stock purchase plan, and the Western Digital Savings 401(k) Plan.
- Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
