Director of Customer Experience

Job Description

The Director of CX is responsible for delivering and building upon customer engagement in the "moments that matter" through
the blend of technology and staff. The role is responsible for analyzing data and information including the customer journey map
and service blueprint to develop a strategy to ensure AbleNet is able to reach critical customer-center business objectives with the
aim of creating long-lasting relationships and strong brand value. The role will lead the efforts around the following teams as they
work to deliver interactions that drive confidence in our customers: customer service, medical communications, and ableCARE.
The Director of CX will be responsible for working with collaborative leadership level staff to leverage Salesforce and other data
sources to help build a customer experience strategy that is personal, efficient, and effective across all communication channels.
The position requires outstanding communication, collaboration, solid leadership skills, and a strong understanding of the
company's short-term and long-term strategic plans to reach business objectives. It is essential that this role supports the AbleNet
guiding principles and emulates those principles with both internal and external stakeholders.

Products

• QuickTalker Freestyle

Minimum Requirements

• Bachelor's degree in business administration, marketing or a related field, MBA preferred but not required
• Must have 10 (total) years of business/relevant experience with several of those years being in people leadership, as a CX leader (either manager or Director).
• Demonstrated track record of leadership, both team building and the ability to lead cross-functional teams
• Experience creating compelling PowerPoint presentations that are appealing to the eye and convey a consistent narrative based on strategy, insights, and data
• Experience with customer journey mapping and service blueprint design
• Experience overseeing a project involving integrated measurement in collaboration with internal and external parties
• Experience working with analytics to determine cross-channel optimizations using data to produce actionable insights
• Knowledge of cloud marketing and CRM platforms
• Strong interpersonal, presenting, and communication abilities

Job Requirements

• Deliver on a strategic customer experience plan that ensure we build confidence in our customers, while maintaining efficient delivery, and communication continuity
• Architect and manage the delivery of the communication, customer-centric, plan by leading customer service, ableCARE, and the medical funding communications staff
• Develop daily/weekly/monthly KPIs to ensure information tracking and determination across all customer-facing staff
• Outline a dashboard through Salesforce that will ensure all reporting teams are accomplishing and managing the strategic customer experience
• Identify opportunities to connect the communication channels and customize/personalize the experience - healthcare is personal
• Be the driving force in the development of the work ethic, culture, and values of the customer-center response team.
• Establish an executive management commitment to AbleNet's guiding principles by ensuring those commitments transcend all internal and external stakeholders
• Establish the approach which will characterize the organization's dealings with the marketplace and customers both internal and external.
• Developing and executing a plan to measure our customers' satisfaction with the medical funding services
• All other duties as assigned.

Compensation Information

• Base: $175-190k + bonus eligible with a range of $20,000-30,000 annually, based on personal and company performance
• The role is also eligible for the following:
  ESOP: eligibility after 90 days of employment, annual share allocation based on compensation
  Executive childcare benefit: $288 per pay period (up to $7,488 annually) in additional earnings for eligible childcare expenses (this is in addition to the employer-funded dependent care FSA available to all staff, so a total of up to $12,488 annually toward eligible childcare expenses).
  Telecom reimbursements: $150 per pay period (up to $3,900 annually) for mobile phone and up to $50 (up to $1,300 annually) for internet reimbursement stipends.

Location

• Acceptable Candidate Location: anywhere in the United States