Director Customer Experience Job in Nashville, Tennessee US
Director Customer Experience
Reporting to the Senior Director Customer Experience, the Customer Experience Director is responsible for leading and growing a multi-functional Enterprise approach to Customer Experience and Service delivery. The primary focus is on optimizing the Customer Experience processes, social media strategy, customer satisfaction data analysis, and communication / partnership with teams internal and external to Asurion. Develops the Company's Social Media Strategy and plays a direct role in its implementation. Drives customer experience improvement efforts aligned with Asurion's strategic priorities. The director is responsible for establishing appropriate methods and measures of customer escalations and customer survey success through best demonstrated practices (BDP) and/or benchmarking with "Best-in-Class" organizations. Supports improvement, design and business controls around Net Promoter Score (NPS) standards and projects using appropriate root cause and closed loop resolution methodologies. Recommends change / improvement in functions to maximize benefits to the company processes and enhance customer experience. Provides input to management on team performance and suggests customer complaint resolution approaches based on business and customer priorities. Principle Duties and Responsibilities: Identifies opportunities to add value and improve customer experience across the Company and social channesl Create unique and engaging strategies for customer experienced and social media outlets and extend to channels to execute and manage campaigns and day to day activities Create and ensure social media activities, policies and raised awareness for the Company's brand and seeding content into social applications and networking sites including examples of: Twitter, Facebook, and other similar sites. Monitor and measure trends in customer experience and social media program, tools, and trends to analyze, review and report on effectiveness of efforts in customer experienced Implement the social media strategy, coordinating with stakeholders across the Company to ensure its effectiveness Establishes strong collaborative relationships with Client Services, Risk Management, Finance, Marketing, IT, Supply Chain, Marketing and Customer Asurion Operations. Demonstrates the strength of conviction to raise issues requiring additional support and reflects appropriate judgment to know when escalation is needed. Lead teams in generating solutions to negative performance in customer experience measures and use all tools supporting fact based decisions. Develop and manage all aspects of customer satisfaction initiatives including, but not limited to standards, process mapping, operational design, and complaint root cause improvement. Responsible for meeting and exceeding timing, goals, and objectives on assignments. Creates / maintains dashboards, communication, and strategy to improve effectiveness. Partners with teams on integrated efforts to enhance complaints and net promoter score measurements and effectiveness while driving a closed loop continuous improvement cycle. Develops / delivers presentations to communicate proposals, initiatives and updates on complaints and customer survey program and process initiative progress. Reflects functional understanding of company's policies, logistics, and the impact of product and process decisions on company's core customer experience measures. Leads efforts for extreme events and critical events management for enterprise ensuring the ideal end to end customer experience