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Vice President, Customer Experience

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Description

(This position is 100% remote)

Summary

The Vice President of Customer Experience will build a world-class customer experience team, lead in the implementation of relationship-oriented customer experiences, serve as a business competitive landscape expert, and have a relentless focus on innovative customer experience strategy. They will work across various customer touchpoints (Marketing Communications, Contact Center, website, IVR, written correspondence, etc.) to translate the vision into tangible business goals and capabilities and orchestrate delivery across business functions. The Vice President sets the vision, strategy, goals, fosters collaboration, and motivates a team to achieve outstanding results and exceed customer expectations.


Essential Job Functions:

  • Establishes the customer experience strategy in concert with and in support of overall business strategy. Develops and coaches the 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 ‘voice of customer’ insights.
  • Evaluates how future technology solutions and methodologies affect current and future business strategies and practices always with a customer/end-user focus
  • Leads design activities from end user research through conceptual designs, using methods such as persona development, scenario storyboarding, and journey maps.
  • Keeps current with emerging technology applications and business trends and identifies best practices from these trends to implement solutions at FMC.
  • Establishes customer experience benchmarks across key areas of customer interaction and implements any additional metrics required to understand performance and provide ongoing reporting
  • Identifies and prioritizes 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 leader for voice of the customer and acts as a customer experience advocate in considering decisions that will impact the customer.
  • Works with other functions in overall plan development and establishing corporate objectives.  Supports investment decisions and organizational design as the chief advocate for customer experience.
  • Develops tools to measure effectiveness of customer engagement. Defines operational metrics, establishes system for tracking metrics and creates cadence for review
  • Responsible for Customer Experience team budget management, including resource expense management and outsourced services and technologies.

 

Other Related Duties:

Performs other related duties as assigned.

 

Supervisory Responsibilities:

•  Responsible for teams that deliver voice of customer, journey management, and customer experience design

Education and Experience:

  • Bachelor’s degree from a Four (4) year College or University; or six (6) to eight (8) years related experience and/or training; or equivalent combination of education and experience.
  • Hands on experience building out a customer experience function: processes, systems, roles and teams
  • Setting priorities, meeting deadlines, and consistently producing high quality work
  • Building a successful track record of team building and performance management
  • Managing, processing, and applying large quantities of information quickly and accurately
  • Making decisions in a fast-paced organization
  • Planning, executing, and displaying detailed qualitative and quantitative analysis and problem-solving skills
  • Managing multiple large projects
  • Analyzing and improving processes
  • 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.
  • Formal training, certification and/or expertise in the Customer Experience (CX) discipline
  • Strong empathy for customers AND passion for revenue and growth
  • Experience leading a Customer Experience team
  • Proven ability to innovate and improve processes and outcomes
  • Experience Net Promoter or Customer Satisfaction Survey processes
  • Six Sigma Black Belt certification is a plus
  • Strong quantitative, analytical, benchmarking, and statistical skills required

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