Head of Customer Experience - PACS
Head of Customer Experience - PACS
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Job Description
An Amazing Career Opportunity foraHead of Customer Experience!!
Location: Austin TX
Job ID: 36399
Are you passionate about creating exceptional customer experiences and driving meaningful change HID PACS is seeking a dynamic and strategic leader to spearhead initiatives aimed at elevating our Net Promoter Score (NPS) and delivering outstanding customer engagement. This highimpact role offers the chance to collaborate with global teams analyze and address customer pain points and champion customercentric practices across the organization.
As our Head of Customer Experience youll manage crossfunctional projects develop innovative strategies and shape the customer journey while staying at the forefront of industry trends. Youll have the opportunity to make a measurable difference work with diverse teams worldwide and influence how HID PACS connects with its customers.
Who are we
HID powers the trusted identities of the worlds people places and things allowing people to transact safely work productively and travel freely.
We are a hightech software company headquartered in Austin TX with over 4500 worldwide employees.Check us out here:and Access Control Solutions (PACS):
HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced reliable access control solutions. From cuttingedge readers credentials and controllers to mobile and biometric technologies HID PACS empowers organizations worldwide to protect their people property and assets with scalable highquality solutions.
This is more than just a job its your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions.
Are you ready to make a difference Join us and help shape the future of security.
As our Head of Customer Experience youll support HIDs successby:
- Developing and leading the implementation of a comprehensive strategy to improve the HID PACS Net Promoter Score (NPS) to achieve excellent customer engagement.
- Conducting detailed analysis to identify customer pain points and opportunities for enhancement in the customer journey.
- Designing and implementing monitoring and reporting mechanisms to track the progress and success of NPS improvement initiatives.
- Driving the creation and implementation of the PACS ecommerce strategy.
- Collaborating with global crossfunctional teams including customer service sales marketing and operations to define and execute initiatives identified as key drivers of NPS improvement.
- Facilitating regular communication and alignment across teams to ensure consistent of customerfocused strategies.
- Managing multiple projects simultaneously ensuring timely delivery effective resource allocation and measurable outcomes.
- Acting as a thought leader and advocate for customercentric practices across the organization.
- Staying uptodate on industry trends customer feedback and best practices to inform and refine strategic initiatives.
YourExperienceand Background include:
- 5 years of experience in customer experience management strategic planning consulting or a related field with a proven track record of driving customer engagement and satisfaction improvements.
- Bachelors degree in Business Administration Marketing Data Analytics or a related field is required; a Masters degree (MBA or related) is preferred.
- Experience leading crossfunctional initiatives in global organizations with a strong ability to collaborate across cultures and geographies.
- Handson experience with NPS methodologies customer feedback systems and performance tracking tools (e.g. Qualtrics Medallia Salesforce or similar platforms).
- Strong background in data analysis reporting and deriving strategic insights from customer experience metrics.
- Experience in ecommerce digital transformation or customer engagement in an online/digital context is a plus.
- Proven experience in a customer experience customer success or strategyfocused role with a strong track record of improving customer engagement and satisfaction metrics (e.g. NPS CSAT CES).
- Demonstrated ability to develop and execute strategic initiatives that enhance the customer journey and drive business outcomes.
- Extensive project management experience including managing complex crossfunctional initiatives with multiple stakeholders and tight deadlines.
What we can offer you:
- Competitive salary and rewards package
- Competitive benefits and annual leave offering allowing for worklife balance
- A vibrant welcoming & inclusive culture
- Extensive career development opportunities and resources to maximize your potential
- To be a part of a global organization that is pioneering the hardware software and services that allow people to confidently navigate the physical and digital worlds
Why apply
- Empowerment: Youll work as part of a global team in a flexible workenvironment learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents skills and experiences. You dont need to check all the you have most of the skills and experience we want you to apply.
- Innovation: You embrace challenges and want to drive change. We are open to ideas including flexible work arrangements job sharing or parttime job seekers.
- Integrity: You are resultsorientated reliable and straightforward and value being treated accordingly. We want all our employees to be themselves to feel appreciated and accepted.
HID is committed to building a diverse equitable and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer we welcome applications from individuals of all backgrounds experiences and perspectives. We evaluate applicants without regard to race color religion gender gender identity or expression sexual orientation national origin disability age veteran status or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions please contact .
We make it easier for people to get where they want to go!
On an average day think of how many times you tap twist tag push or swipe to get access find information connect with others or track something. HID technology is behind billions of interactions in more than 100 countries. We help you create a verified trusted identity that can get you where you need to go without having to think about it.
When you join our HID team youll also be part of the ASSA ABLOY Group the global leader in access solutions. Youll have 61000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions supporting them with regular feedback training and development opportunities. Our colleagues think broadly about where they can make the most impact and we encourage them to grow their role locally regionally or even internationally. As we welcome new people on board its important to us to have diverse inclusive teams and we value different perspectives and experiences.
#LIHIDGlobal
Required Experience:
Director
Employment Type
Full Time
