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Director, Customer Experience and Innovation

Job Description

Ref ID: 03720-0011044247

Classification: User Experience (UX) Director

Compensation: DOE

TCG is working with a finance and technologies company that is looking for a senior CUSTOMER INSIGHTS AND EXPERIENCE leader to build and lead the insights and experience team for their consumer lending business. Will work cross functionally with senior leaders and teams across the business to provide consumer insights that help them achieve their goals and deliver the brand.

The perfect candidate will have a proven track record of building out customer experience functions and creating a vision and roadmap to build the capabilities and processes. This leader will manage a small team who collectively are responsible for: administering the voice of customer (VOC) program and action plan in addition to capturing and sharing consumer, competitive and market research to drive innovation and business results.
Responsibilities include:

1) Partner with team leaders to provide insights and experience recommendations that enable them to reach company goals; working with marketing and operations to shape experiments and identify solutions to resolve negative feedback/customer friction and drive growth.
2) Drive growth and innovation by developing and leading market intelligence practice (includes consumer, competitive and market data and research).
3) Oversee the voice of the customer program, surveys and research and any other customer feedback data collection.
4) Establish and track the metrics for defining the relationship with customers (customer scorecard) and sharing that with the company and key stakeholders
5.) Using NPS tools to use consumer feedback to drive business decisions and guide future experience

Job Requirements

The ideal candidate:
10-15 years business experience with 5+ years focused on leading and managing Customer Insight and Experience and driving innovation practices. Experience should include: CX research, market intelligence and research, design thinking methodologies and tools, innovation process, managing a Voice of the Customer program, journey mapping, stakeholder feedback and measurement program and analysis

•Bachelor’s degree in related field, MBA or Master's Degree preferred
•Successful track record building team and leading best-in-class insights, experience and innovation processes
•Ability to understand and use data and analytics to present findings and recommendations
•NPS experience

experience in candidates, please send your resume/portfolio to [Click Here to Email Your Resumé]. Only candidates who meet these requirements will be contacted.

Not a fit for this job? Connect with me on LinkedIn for more listings and opportunities!
www.linkedin.com/in/sydneygoldstein/

At TCG, we’re committed to you from the moment you sign up. We won’t make you work a certain number of hours or fill out piles of paperwork before we commit to you and your professional future. We believe it’s important to spend time with you from the beginning in order to assess your skills, determine your strengths and figure out the type of work you want to do. Our trained staffing professionals understand that you have a real passion for your work and do their best to find opportunities that are the best fit for you. And we don’t stop there. We’re also available to help with your career questions, provide tips on improving your portfolio and acing interviews, and more. Plus, as one of our registered candidates, you’ll have access to thousands of online training courses and books – and of course, everything is free and available when you need it.

Apply for this job now or contact our branch office at 888.490.5565 to learn more about this position.

All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.

© 2019 The Creative Group. A Robert Half Company. An Equal Opportunity Employer M/F/Disability/Veterans.

By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.

Job Snapshot

Location US-DE-Talleyville
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type Consultant, Design, Marketing
Other Compensation: DOE
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Company Overview

The Creative Group

The Creative Group, a division of staffing leader Robert Half specializes in matching creative, interactive and marketing talent with the best companies on a freelance and full-time basis. Why should you work with The Creative Group? First and foremost, we understand not only the desire to produce award-winning work and successful brand initiatives but also the challenges that freelance consultants face day to day and week to week. Learn More

Contact Information

US-DE-Talleyville
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Snapshot
The Creative Group
Company:
US-DE-Talleyville
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Consultant, Design, Marketing
Store Type:

Job Description

Ref ID: 03720-0011044247

Classification: User Experience (UX) Director

Compensation: DOE

TCG is working with a finance and technologies company that is looking for a senior CUSTOMER INSIGHTS AND EXPERIENCE leader to build and lead the insights and experience team for their consumer lending business. Will work cross functionally with senior leaders and teams across the business to provide consumer insights that help them achieve their goals and deliver the brand.

The perfect candidate will have a proven track record of building out customer experience functions and creating a vision and roadmap to build the capabilities and processes. This leader will manage a small team who collectively are responsible for: administering the voice of customer (VOC) program and action plan in addition to capturing and sharing consumer, competitive and market research to drive innovation and business results.
Responsibilities include:

1) Partner with team leaders to provide insights and experience recommendations that enable them to reach company goals; working with marketing and operations to shape experiments and identify solutions to resolve negative feedback/customer friction and drive growth.
2) Drive growth and innovation by developing and leading market intelligence practice (includes consumer, competitive and market data and research).
3) Oversee the voice of the customer program, surveys and research and any other customer feedback data collection.
4) Establish and track the metrics for defining the relationship with customers (customer scorecard) and sharing that with the company and key stakeholders
5.) Using NPS tools to use consumer feedback to drive business decisions and guide future experience

Job Requirements

The ideal candidate:
10-15 years business experience with 5+ years focused on leading and managing Customer Insight and Experience and driving innovation practices. Experience should include: CX research, market intelligence and research, design thinking methodologies and tools, innovation process, managing a Voice of the Customer program, journey mapping, stakeholder feedback and measurement program and analysis

•Bachelor’s degree in related field, MBA or Master's Degree preferred
•Successful track record building team and leading best-in-class insights, experience and innovation processes
•Ability to understand and use data and analytics to present findings and recommendations
•NPS experience

experience in candidates, please send your resume/portfolio to [Click Here to Email Your Resumé]. Only candidates who meet these requirements will be contacted.

Not a fit for this job? Connect with me on LinkedIn for more listings and opportunities!
www.linkedin.com/in/sydneygoldstein/

At TCG, we’re committed to you from the moment you sign up. We won’t make you work a certain number of hours or fill out piles of paperwork before we commit to you and your professional future. We believe it’s important to spend time with you from the beginning in order to assess your skills, determine your strengths and figure out the type of work you want to do. Our trained staffing professionals understand that you have a real passion for your work and do their best to find opportunities that are the best fit for you. And we don’t stop there. We’re also available to help with your career questions, provide tips on improving your portfolio and acing interviews, and more. Plus, as one of our registered candidates, you’ll have access to thousands of online training courses and books – and of course, everything is free and available when you need it.

Apply for this job now or contact our branch office at 888.490.5565 to learn more about this position.

All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.

© 2019 The Creative Group. A Robert Half Company. An Equal Opportunity Employer M/F/Disability/Veterans.

By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.

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Director, Customer Experience and Innovation Apply now