Vice President Customer Experience (CX)

For more than 65 years weve turned big ideas into solutions that help protect homes strengthen businesses and build a more resilient efficient sustainable energy future.

Ready to Power a Smarter World with us

The Vice President Customer Experience (CX) is responsible leading the global Customer Experience (CX) and CRM a keen focus on Customer Experiences speed quality ease and productivity this role is responsible for leading a team of leaders focused on the transformation of our Customer Contact Management and CRM leader and team will work end-to-end to realize best-in-class value chain performance driving optimized support across Generacs global organization by improving our talent processes and business leadership communication and organizational skills are essential to this role as cross-functional partnership with all supporting core functions are essential to this roles success.

This is an on-site role.

Responsibilities:

• Leverages feedback from internal and external stakeholders and metrics to identify prioritize and plan solutions to opportunities for continuous improvement for customer contact center management CRM and ecommerce work streams globally.

• Partners with Commercial / Business Group Product Management Operational and IT stakeholders to translate business requirements into value chain work process talent and technology solutions.

• Defines the work of the functional areas: Customer Contact Centers and CRM.

• Designs and directs processes by which team and individual performance are recognized feedback is consistently delivered and performance is systematically improved.

• Identifies selects oversees configuration & implementation for functional adoption of digital technologies realizing ROI and CX.

• Manages organizational performance through metrics operating reviews and talent activities (performance management succession planning and development).

• Ensures that orders are managed with a high level of accuracy speed and ease.

• Selects coaches and develops the team setting objectives that align with company strategy to inspire and motivate the team.

• Leads cross-functional process design with decision makers systems owners project teams and stakeholders.

• Defines business requirements and goals to identify and resolve issues with scalable sustainable solutions.

• Drives standardization where possible across all business groups and functions.

MINIMUM QUALIFICATIONS:

• Bachelor Degree in Business Finance Supply Chain Operations Customer Care or equivalent experience

• 10 years of leading a combination of CX functions (Customer Contact Centers) CRM ERP system(s) and digital tools for past companies

• 15 years progressive leadership experience building teams and scaling businesses

PREFERRED QUALIFICATIONS:

• Leadership in process mapping and continuous improvement activities

• Leadership in technology selection implementation adoption and optimization for customer experience (contact centers CRM ecommerce self service)

• Prior experience supporting or leading merger and acquisition integration activities for CX

• Pricing design and execution experience

• Experience with operating in a matrix organization with a mix of direct and indirect responsibilities for function including sales service operations IT and finance resources.

KNOWLEDGE SKILLS AND ABILITIES:

• In depth knowledge of end to end CX business processes including areas such as contact centers customer relationship management ecommerce and integration with front end sales and marketing and back end fulfillment.

• Process improvement skills and experience with end to end value chain thinking

• Strong attention to detail outstanding analytical skills and exceptional communication/interpersonal skills

• Passion and skill to seek out and solve improvement opportunities from both a process and system standpoint

• Ability to drive results in a fast-paced and constantly changing environment.

• Ability to comfortably handle risk uncertainty and ambiguity

• Strong cross-functional collaborator team player

• Highly self-motivated and accountable with an upbeat personality and a positive attitude

• Excellent decision-making skills with a customer focus

• Has a global mindset and can communicate effectively across a global organization

• Builds constructive and effective relationships across all levels of the organization

• An exceptional people leader that possesses the following qualities: empathy self-awareness initiative change agent conflict management coaching to enable vision/strategy and effective communicator

• Drives collaboration and problem solving across business units / Commercial IT Operations HR to create win-win for CX and company

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation national origin disability status protected veteran status or any other characteristic protected by law.