Director, Customer Experience

Job Description:Title: Director, Customer ExperienceReports to: Global VP Sales Transformation & OperationsLocation: Bothell, WATravel: 20%About the Position:The Director, Customer Experience is responsible for managing and enhancing the entire customer journey, ensuring a seamless and positive experience across all touchpoints throughout the organization from machines, Parts & Machine Sales, Service, Products & Marketing. This role involves mapping customer interactions, addressing pain points, and supporting various customer groups, including Strategic Accounts, Key Accounts, Dealers, and Independent customers. The Director Customer Experience will develop CX metrics and reporting tools, design the Customer Experience (CX) and Continuous Improvement (CI) roadmap, and coordinate all Voice of the Customer (VOC) initiatives. The individual will act as the voice of the customer within the organization, driving cross-functional collaboration to meet customer needs and expectations by customer group.Key Responsibilities:• Customer Journey Management:• Oversee and manage the full customer journey, ensuring a seamless and positive experience across all touchpoints.• Map customer touchpoints and identify pain points for different customer groups, including Strategic Accounts, Key Accounts, Dealers, and Independent customers.• Develop strategies to address and improve pain points, create customer ‘delight’ points to ensuring customer satisfaction as well as a differentiated experience to drive customer loyalty.• CX Metrics & Reporting:• Develop and implement CX metrics and reporting tools to measure and monitor customer satisfaction and experience.• Analyze CX data to identify trends, areas for continuous improvement, and ongoing opportunities for enhancing the customer experience.• CX & CI Roadmap:• Design and implement a comprehensive CX and Continuous Improvement (CI) roadmap aligned with organizational goals.• Collaborate with cross-functional teams to ensure the successful execution of the CX & CI roadmap.• Voice of the Customer (VOC):• Own and coordinate all VOC initiatives for the organization, ensuring customer feedback is collected, analyzed, and acted upon.• Work closely with different departments to integrate customer insights into product development, customer service, sales process & field service enhancements, and overall business strategy.• Cross-functional Collaboration:• Serve as the voice of the customer within the organization, advocating for customer needs and expectations in decision-making processes.• Collaborate with marketing, sales, product development, and customer service teams to ensure a consistent and positive customer experience.Qualifications:• Bachelor's Degree from an accredited institution in Business, Marketing, Communication, or equivalent experience• Proven experience in customer experience management, customer success, or a related field.• Experience in developing and implementing Customer Experience (CX) and Continuous Improvement (CI) roadmaps.Preferred Skills:• Experience working with Strategic Accounts, Key Accounts, Dealers, and Independent customers.• Familiarity with CX software tools and reporting platforms.• Project management skills with the ability to manage multiple initiatives simultaneously.• Continuous Improvement Tool deployment & Project management• Strong understanding of customer journey mapping, CX metrics, and VOC methodologies.• Excellent analytical skills with the ability to interpret complex data and translate it into actionable insights.• Strong communication and interpersonal skills, with the ability to influence and collaborate with cross-functional teams.Desired Competencies:• Customer-Centric Mindset: Demonstrates an empathic view of customer needs and concerns and develops solutions to address them.• Operates effectively, even when things are uncertain or the way forward is not clear• Is self-aware and gains the confidence and trust of others through honesty, integrity, and authenticity• Builds partnerships and works collaboratively across a diverse organization to meet shared objectives• Strategic & Innovative thinking. Creatively develops a long term vision for customer experience• Builds strong customer relationships and delivering customer-centric solutions• Supports the creation of a climate where people are motivated to do their best to help the organization achieve its objectives with a focus on continuous improvement• Self-starter who is able to thrive in a dynamic environment• Proven track record of breaking down and solving complex problems with sound business judgment and able to distil complex issues into structured frameworks and concrete action plansSalary Range• The salary range for this position is 178K- 195K USD. The salary range may be higher or lower depending on the applicant’s location. In addition to base salary, this position is eligible for a performance bonus. All eligible Team Members will be offered health insurance (medical, dental, vision, Rx), life insurance, accidental death & dismemberment (AD&D), short-term and long-term disability, extended leave options, paid time off, company holidays, 401k matching, employee stock purchase plan, legal assistance, wellness programs, tuition reimbursement and discount programs.The posting for this role will expire on Wednesday, 10/2.If you are interested in an open position but feel you may not meet all the listed qualifications, we still encourage you to apply.Terex Overview:At Terex, we fully embrace the increasingly diverse world around us and strive to create an empowering and welcoming workplace culture. We are a $4.0 billion publicly traded global manufacturer of materials processing and aerial work platform products and services. We are passionate about producing equipment that helps improve the lives of people around the world and providing our team members with a rewarding career and the opportunity to make an impact.While our operations are global, each office or factory is a close-knit community. We value diversity, equity and inclusion, safety, integrity, respect, servant leadership, courage, citizenship, and continuous improvement. It's an exciting time to be part of the expanding manufacturing sector - come join us!Additional Information:We see inclusion as a key to our success and are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions, ensuring equity within our workplace. As an Equal Opportunity Employer, employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting the Recruiting department (person or department) at Globaltalentacquisitions@terex.comThe Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.Terex Corporation is an Equal Opportunity Employer and Affirmative Action Employer M/F/D/V.