About the Position The Customer Experience (CX) Lead will be the point person in holding the organization accountable to our Customer-First core value. Working with our Director of Marketing, the CX Lead serves as the advocate and champion of our internal and external customers, responsible for ensuring exceptional internal and external customer experiences across the organization. The CX Lead will work with stakeholders across the organization to establish a formal, metrics-driven CX program, to include defining, documenting, and improving processes.
This job is for you if:You are ready to take on the responsibility of building the foundation of a newly-formalized CX program. This is an opportunity for someone excited to start fresh and control the shape of a CX program from the beginning. Qualified candidates will be those who are able to create processes, rather than following existing ones. To succeed in this role, candidates will need to take initiative to define what is needed and make recommendations to our leadership team.
Responsibilities Include:
- Establishing CX strategies to support business objectives
- Acting as the voice of the customer to advocate for optimal experiences, raising awareness among stakeholders from all parts of the organization
- Working with stakeholders to identify pain points and opportunities for improvement
- Metrics: establish, monitor, and report customer scores, sharing outcomes and recommendations to stakeholders
- Identifying and creating efficiencies through facilitating collaboration, and, where relevant, implementing automation or self-service options
- Engage stakeholders to document and refine customer journeys, creating standards for customer service excellence
- Serve as CX liaison with counterparts in our shareholder divisions
- Streamline repeatable CX processes, educating stakeholders on opportunities for improvement
- Understanding our audience segments, their needs, and make recommendations for meeting their expectations
- Recommend CX technologies to track performance and enhance the customer experience
- Monitoring and assigning CX support cases and inquiries, maintaining communication with the appropriate stakeholder through case completion
Qualifications:
- Bachelors degree and minimum of 5 years of demonstrated experience in customer experience and process improvement.
- Customer Experience certifications (preferred)
- Demonstrated experiences with customer journeys, surveys, and metrics
- Understanding of audience research to inform recommendations
- Ability to work with leadership teams to establish programs and processes
- Familiarity with technologies and systems for measuring customer satisfaction and loyalty
- Leadership skills to facilitate interdepartmental collaboration to define and optimize processes and strategies
- Ability to understand diverse lines of business within an organization
We encourage applicants across any race, ethnicity, gender/gender expression, age, ability and more. If you need accommodations to make our process more accessible to you, please email us at [email protected]. We can’t wait to meet you!
Hexagon US Federal is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or any protected category prohibited by local, state or federal laws.
United States
