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Director, Customer Experience

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Description

POSITION SUMMARY:

The Director of Customer Experience will be instrumental in building a world class customer center of excellence group and be a leading force in implementing cutting-edge customer experiences. This person will serve as a business competitive landscape expert, have a relentless focus on innovative strategic thought leadership in the development of customer experience strategy across various customer touch points (Contact Center, Website, IVR, and Written Correspondence, etc.) as well as translation of the vision into tangible business goals and capabilities. The Director assists with setting the vision, strategy, goals, fosters collaboration, and motivates a team to achieve outstanding results and exceed customer expectations. S/He will use excellence business acumen to drive continuous improvement opportunities, facilitate stronger partnerships with other leaders and thought partners and stakeholders across Freedom Mortgage to drive our “Customers for Life” strategy across the organization.

JOB DUTIES AND RESPONSIBILITIES:

Develops and coach team to build their capability and to create best in class methodologies for conducting advanced customer analytics and applying customer insights to drive business growth, retention and ongoing process transformation.

Leads the implementation of processes, technology/tools, education and best practices to increase adoption of customer insights.

Identify and prioritize opportunities to improve and enhance the customer experience through voice of customer feedback, defect identification and elimination, customer monitoring and direct customer outreach.

Serves as the leading voice of the customer and act as a customer experience advocate in considering decisions that will impact the customer; leads the Customer Experience transformation.

Leads Customer Experience planning across the end-to-end customer journey – including journey mapping, primary research, personas and omni-channel segment behavior.

Establishes customer experience benchmarks across key areas of customer interaction, implement any additional metrics required to understand performance and provide ongoing reporting.

Leverages information learned from analyses to develop ways to improve operations and manage expenses. Collaborate with others to implement changes related to the analysis and monitoring of new or improved policies, procedures, practices, and standards.

Continuously drives improvements in process and practices, and makes game-changing recommendations.

Develops tools to measure effectiveness of customer engagement. Defines operational metrics, establishes system for tracking metrics and creates cadence for review.

Hands on experience building out a customer success function: processes, systems, roles and teams.

Planning, executing and displaying detailed qualitative and quantitative analysis and problem-solving skills.

Communicating with management, customers, product lines and other employees in an effective manner and style using oral, written or presentation skills to convey results, resolutions, or new information to drive business results.

Analyzing and improving processes.

Utilizing contact center technology to achieve the highest level of results.

Responsible for one or more departments or programs.

This position has direct reports.

EDUCATION:

HIgh School diploma/GED required;  Associate Degree/Bachelor's degree preferred.

Minimum of 5+ years of experience in a customer centric or customer advocacy role in a high-performance service environment that has consistently demonstrated Service Excellence with demonstrated significant measurable results.
Experience Net Promoter or Customer Satisfaction Survey processes.
Mircro Office skills (mainly Word, Excel, and PowerPoint)
Computer skills sufficient to navigate & use all mortgage customer apps