Vice President, Customer Experience
Job Summary
This position leads the Customer Experience organization to provide innovative experience solutions and is responsible for the strategic vision and guardianship over the customer experience. This role is responsible for developing and delivering the company’s customer experience strategy and roadmap, including end-to-end customer journey management incorporating the role of technology, AI, and the collection and customer experience insights for strategic advantage, growth, and other business goals. This highly collaborative position will engage across operations, back-office functions, dispatch and field operations.
Oversees all components of the customer journey to shepherd its alignment with WM's customer-centric focus value and supporting WM's growth goals. This role is based in Houston, TX.
Essential Duties and Responsibilities
- Strategy and Roadmap - Develop and deliver the company’s customer experience strategy and roadmap, including end-to-end customer journey management, the role of technology, AI, and data, and the collection and application of customer experience insights for strategic advantage, growth, and other business goals.
- Customer Journey and Experience Orchestration - Collaborate with cross-function business leaders to design and optimize the E2E Customer Journey, and the business functions and processes, capabilities and technology, and data required to orchestrate a more seamless, automated, and elevated customer experience.
- Work with each Center Of Excellence / Expertise Hub across the Company to align their commitment to customer-centricity, i.e. why customers care and how each Center Of Excellence can make a difference for customers and/or customer touch-points.
- Customer Insights and Analytics - Utilize data and analytics to gain deep insights into customer behavior, implement and oversee customer feedback mechanisms to continuously gather and analyze customer input, and identify trends and opportunities to inform customer experience priorities.
- Team Leadership – Lead and mentor a high-performing customer experience team, set clear goals and expectations for team members, provide regular feedback, and promote a collaborative work environment that attracts and retains top talent.
- Work with all functional groups to ensure integration and alignment within the organization to support the customer experience.
- Manage relationships with Regional Leadership, including Regional Vice-Presidents to drive customer service and customer engagement programs.
- Change Management - Champion change management and elevated customer-focus across the organization, shifts in operating model to facilitate future state customer experience, and ownership of change management execution for core customer functions: Marketing, Sales, and Customer Service.
- Customer Product Ownership and Initiative Execution – Lead CX product and program teams in collaboration with cross-journey business and digital partners through the execution of transformation initiative(s) in alignment with strategic roadmap and business outcome goals.
- Performance Management - Establish key performance indicators and metrics to measure the effectiveness of customer experience initiatives, monitor and report on customer experience metrics and progress towards business goals and outcomes.
- Customer Advocacy - Act as the voice of the customer within the organization, advocate for customer needs and ensure they are prioritized in decision-making processes and transformation programs, develop and maintain strong relationships with key customers and business leaders.
Qualifications
- Bachelor’s Degree in Business, Marketing, Finance or similar area of study. MBA preferred.
- 10+ years of relevant work experience in a service business (in addition to education requirement.
- Experience must include specific focus on customer service.
Knowledge, Skills and Abilities
- Process Design Capabilities
- Analytical and problem-solving skills
- Change Management
- Coaching & developing others
- Experience in leading/motivating a large, diverse workforce
- Must be able to build camaraderie/trust
- Strategic influence
- Cross-functional collaboration
- Growth mindset
- Innovation
- Compelling communication
- Leadership / executive presence
- Driving execution
Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days.
If this sounds like the opportunity that you have been looking for, please click "Apply".
Average salary estimate
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At WM, we're seeking an exceptional Vice President of Customer Experience to lead our dynamic Customer Experience organization in Houston, Texas. This pivotal role is all about crafting innovative solutions that enhance our customer journey and elevate our service delivery. As the VP, you'll be responsible for shaping the strategic vision for our customer experience, integrating cutting-edge technology and AI to gather insights that propel our business forward. Collaboration is key, as you'll engage with various operational functions, ensuring every touchpoint aligns with our customer-centric ethos. You'll have the opportunity to design an end-to-end customer experience strategy, utilizing analytics to decode customer behaviors and feedback. By mentoring a talented team and championing change management initiatives, you’ll promote a culture focused on customer advocacy throughout the organization. If you're enthusiastic about making a difference in a fast-paced environment and driving growth through exceptional customer experiences, we encourage you to apply for this transformative role at WM. Join us in our mission to set new standards in customer satisfaction, while enjoying perks like a competitive compensation package, comprehensive benefits, and a work environment that values your contributions.
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