Director, Customer Experience

Company Name:
Asurion
Title: Director, Customer Experience
Location: TN-Nashville - 648 Grassmere Park
Other Locations:
Overview
An exciting opportunity in a new function blending strategy and
execution to deliver end-to-end customer experiences in support of the
evolution in the company's vision and product strategy. Deliver
personalized, relevant, and differentiated service experience across the
customer lifecycle, prioritizing engagements delivering value in the most
critical interactions for consumers, clients, and Asurion.
The Director of CE will be accountable for designing and executing
the CE roadmap (from developing high-level business requirements through
launch), working collaboratively with a cross-functional team. Over time, the
Director of CE will manage a small team of product managers who will execute CE
improvements.
The scope of this position is responsible for customer experience
for Mobile Protection (MP) in North America.
This position will partner with other functions, including product
management, marketing, sales, customer care, supply chain and technology.
Essential
Duties and Responsibilities
Lead a
cross-functional team to deliver CE initiatives; serve as the primary
point of contact for the cross-functional team; effectively manage
initiatives from business requirements thru implementation
Develop
high-level business requirements, scope, business outcomes and success
measures for each improvement initiative
Prioritize
initiatives, make trade-off decisions and communicate these decisions
across the company
Understand
how each improvement initiative affects all touch points and ensure all
appropriate stakeholders are aligned with the project
Establish
strong cross-functional relationships with execution partners in order to
implement improvement initiatives
Establish
and measure the success of each initiative via appropriate metrics or dashboard
Over
time, manage a small team of product managers to execute CE improvements
Bachelor's
degree (MBA strongly preferred)
10 years
business related experience working in customer experience, product
management or project management
Advanced
product/project planning and delivery skills with the ability to
multi-task and manage multiple complex projects in a cross functional
environment concurrently
Strong
track record of cross-functional partnership and successful project
execution
Strong
track record of driving business outcomes
Ability
to lead projects end-to-end
Excellent
oral and written communication skills
Ability
to measure performance outcomesProduct Development
Organization: SVP_MKTG

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