Director of Customer Experience

In this high-impact role, you will apply your CX expertise and passion for driving cross-functional transformation programs that delight customers and accelerate customer growth and loyalty. You will collaborate with colleagues across CONMED to deepen customer understanding, align our collective energy on the highest value priorities, and accelerate customer and business impact in line with our strong customer-first culture.

Accountabilities:

• Build and deliver a high-quality customer experience
• Drive strategic roadmap aligned to CONMED’s commercial goals
• Manage a high performing team

Key Activities

• Define the customer journey for our customers and enhance team efficiency through automation.
• Form a deep understanding of CONMED’s business goals, strategy and tactics
• Own CX measurement architecture including CX metrics (e.g., NPS, CSAT), key drivers, and linkage to business outcomes/benefits
• Partner cross functionally to advocate for the best customer experience possible across all sales channels and ensure functional decisions outside of CX are made with the customer in mind
• Synthesize inputs from all sources including qualitative and quantitative Voice of Customer (VOC) research, employee feedback, and customer/business analytics
• Lead cross-functional design sessions to define relevant customer journeys and interaction points across various personas, solution areas, and lifecycle stages
• Translate insights into clear, actionable roadmap and manage/monitor progress to ensure completion and closed loop impact assessment
• Build executive presentations to provide progress updates and escalate critical items
• Maintain strong “pulse” of external CX best practices, methodologies, and tools
• Refine team operational processes and best practices to ensure consistent delivery and support for our customer base
• Inspire employee engagement. Create a culture of continuous improvement, development and conditions for success of the team.
• Serve as a point of escalation for team members and customers
• Partner closely with Sales, Marketing, Distribution, S&OP and Digital Experience teams

Competencies:

• Customer obsessed attitude
• Professional, positive demeanor
• Ability to interact with a diverse audience including company colleagues at all levels, clinicians and administrators.
• Strong attention to detail and process
• Independent problem solver
• Ability to be flexible with work duties in a dynamic, fast-paced environment
• Excellent numeric and analytical skills
• Ability to understand complex issues and drive full resolution quickly
• Eager, quick learner with strong team-work spirit

Required Qualifications

• Bachelor’s degree is required; Master’s or MBA preferred.
• Minimum of 10 years of business experience (customer success). Minimum of 5 years of experience in a management role
• Travel a minimum of 25 %

Preferred Qualifications

• Strong understanding of customer success methodologies and practices including (but not limited to) segmentation, customer journey, and customer health scoring
• Expertise in user requirement identification, customer input, VOC & market research
• Highly effective at leading change across a diverse and remote workforce
• Excellent verbal and written communication skills and comfortable presenting to different audiences including experience presenting to Executive Management Teams.

Disclosure as required by applicable law, the annual salary range for this position may be $110,000 to $200,000. This is CONMED’s good faith belief at the time of this posting.

Benefits:

CONMED offers a wide array of benefits to fit your unique needs. Visit our Benefits Page for more information.

• Competitive compensation
• Excellent healthcare including medical, dental, vision and prescription coverage
• Short & long term disability plus life insurance - cost paid fully by CONMED
• Retirement Savings Plan (401K) - CONMED matches your contributions dollar for dollar, with the potential for up to 7% per pay period
• Employee Stock Purchase Plan - allows stock purchases at discounted price
• Tuition assistance for undergraduate and graduate level courses

CONMED is an Equal Opportunity Employer & an Affirmative Action Employer. CONMED is a strong advocate of workforce diversity. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, disability, citizenship status, or veteran status.

If you feel you need a reasonable accommodation pursuant to the ADA, you are encouraged to contact us at 800-325-5900 option #3.