Senior Director, Global Customer Experience
Company: Disability Solutions
Location: Libertyville
Posted on: April 19, 2024
Job Description:
We Make Life More Rewarding and Dignified Location: Libertyville
Department: Marketing Summary At Hollister, our Mission is to make
life more rewarding and dignified for those who use our products
and services. The Sr. Director, Global Customer Experience will
have a significant impact on fulfilling our Mission by designing
and implementing superior customer experiences for those who use
our products and services. In this role, the candidate is
responsible for the strategy, defining and directing the
implementation of a global, streamlined and superior customer
experiences throughout the customer journey. The candidate will
have a dual focus: 1) a passion for the customer and the customer
journey and 2) a vision and plan for scalable, agile, standardized
processes and systems. Through these two avenues, the candidate
will lead the design and delivery of a best-in-class customer
experience and help to fulfill our Mission and Vision as a Company.
Hollister Incorporated is operating in a hybrid-working environment
Responsibilities Define Strategy for Customer Experience
- Define and lead the strategy and vision for Global Customer
experience, with a dual focus on the customer journey and designing
global process & systems
- Set forward a transformational vision for customer engagement,
including digital, product and service touch points
- Develop a best-in-class customer experience strategy that
addresses the entire customer journey; Strategy must be aligned
with and deliver for Hollister product line strategies
- Collaborate across organization, including products and
services, to establish and maintain customer journeys, and to
design and deliver a superior customer experience throughout the
journey
- Oversee and provide vision for digital projects and concepts
that impact customer experience, including ecosystem development,
content strategy, branded and unbranded communications, search, and
digital media
- Engage with key stakeholders across the organization to define
and implement strategies
- Define KPIs and SMART metrics to track progress Develop and
Leverage Customer Understanding
- Set vision for ideal streamlined, data-driven, consistent
Customer Experience at every stage of the customer journey,
leveraging data, customer understanding and moments that
matter
- Represent the voice of the customer and work cross-functionally
to deliver a superior customer experience for each touch point
across the journey
- Spend time in markets and with customers to better understand
customer experience and moments that matter throughout the customer
journey
- Leverage data-driven insights from the customer journey to
design customer experience Define Implementation Processes, Systems
and Technology
- Establish a vision for key business processes that are critical
to customer experience
- Guide and oversee implementation of globally consistent
processes, systems, and tools needed
- Enable and clarify process flow, requirements, functional
capabilities & systems roadmap; create roadmap to deliver Customer
Experience strategy
- Collaborate with Commercial IT and business partners to
implement processes and systems in-line with roadmap;
- Oversee implementation, focused on building implementable and
scalable processes; Drive accountability and cross-functional
execution with business partners to transform processes, systems
and technology
- Establish automated utilization of customer data, enabling
customer engagement to be sustainable Communication and Change
Leadership
- Communicate Customer Experience strategy and customer touch
points across the organization
- Engage organization in how Customer Experience enables us to
fulfill our Mission & Vision as a Company
- Champion a mindset-shift to standardized processes, systems and
tools to deliver a superior customer experience that also brings
value to the Company
- Be a champion for change for the organization, leading and
supporting transformation and implementation of processes, systems
and tools
- Enable effective customer communications strategy throughout
the customer journey, working closely with the product line and
country marketing teams
- Collaborate and communicate across the organization, including
leadership, country teams, global teams, Commercial IT People
Leadership
- Directly lead the global customer experience team, and
indirectly lead and influence the broader organization that touches
customer experience, including country marketing, global marketing,
Commercial IT, and other key stakeholders
- Assess structure and capabilities needed to best support the
strategy
- Create and assist in managing departmental budgets. Work
Experience Requirements
- Number of Overall Years Necessary: 12-15
- Designing for both product and service customer experience and
touchpoints
- Setting vision for and executing technology-enabled,
customer-centric experiences
- Human Centered Design, journey mapping, workshop facilitation
and artifact creation.
- Driving global development, roll-out, and adoption of
standardized and scalable processes and systems for developing and
maintaining customer touchpoints
- Designing a customer experience strategy with supporting
implementation plan
- Being role model in data-driven decision-making, using data to
dissect and determine root causes of problems and implement
solutions
- Implementing, or overseeing, technology transformation
initiatives globally and cross-functionally in a matrixed
environment;
- Roles in both the Corporate setting as well as
consulting/design firm preferred
- Five or more years in roles with direct responsibility for
customer experience strategies
- MedTech or other regulated industry strongly preferred
- 5+ years management and leadership experience required
Education Requirements
- Bachelor's degree required
- Master's degree preferred in business, marketing or design
Specialized Skills/Technical Knowledge
- Communication: Inspiring others with vision and strategy;
influencing and driving results in a matrixed organization
- Strategic Mindset: Seeing ahead to future possibilities and
translating them into breakthrough strategies
- Business Insight: Applying knowledge of business and the
marketplace to advance the Company's goals
- Collaborates: Building partnerships and working collaboratively
with others to meet shared objectives
- Plans & Aligns: Planning and prioritizing work to meet
commitments aligned with organizational goals.
- Customer Focus: Delivering customer-centric solutions; champion
customer-centric mindset in the organization
- MedTech / Healthcare understanding, or similar regulated
industry
- Understanding and awareness of Specific Systems and Tool that
touch customer experiences, including CRM, social media design,
mobile, web, SEO, and analytics tools
- Advanced computer knowledge; Microsoft Office
Suite/Outlook
- Large project management capabilities
- Experience in vendor/agency management Desirable but not
required
- Work related experience in an end-user market
- SAP Experience
- CRM Experience About Hollister Incorporated Hollister
Incorporated is an independent, employee-owned company that
develops, manufactures and markets healthcare products worldwide.
The company spearheads the advancement of innovative products for
ostomy care, continence care and critical care, and also creates
educational support materials for patients and healthcare
professionals. Headquartered in Libertyville, Illinois, Hollister
has manufacturing and distribution centers on three continents and
sells in nearly 80 countries. Hollister is a wholly owned
subsidiary of The Firm of John Dickinson Schneider, Inc., and is
guided both by its Mission to make life more rewarding and
dignified for people who use our products and services, as well as
its Vision to grow and prosper as an independent, employee-owned
company, and in the process, to become better human beings. Our
Total Rewards package in aggregate is above market and includes
competitive pay, generous paid time off programs, peer-to-peer
recognition, health and life insurance, wellness programs and
incentives, generous retirement savings, and a unique Benefit of
Employee Share Ownership Program (BESOP). Hollister is an EO
employer - M/F/Veteran/DisabilityJob Req ID: 32768 #LI-Hybrid
Keywords: Disability Solutions, Milwaukee , Senior Director, Global Customer Experience, Executive , Libertyville, Wisconsin
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