Director Customer Experience EMEA (Location Flexible)

What you’ll do:

Reporting directly to the Senior Vice President of the Energy Transition, Digital and Services division (ETDS) in EMEA, you will lead the transformation to a customer centric business in collaboration with division functional and business peers, and be in-charge of delivering a seamless customer experience across all stages and touchpoints in a customer journey, in turn helping the division continually achieve greater customer satisfaction, increased efficiency and profitability. You will lead developing customer engagement strategies around defined offers and outline how customers perceive the company while driving higher customer satisfaction, NPS, customer retention, new business growth and profitable turnovers.

• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey
• Establish and monitor customer KPIs, including measures related to customer engagement, retention, and renewals.
• Implement and continuously improve strategies to maximize renewals, contract values while enhancing customer experience.
• Enabling a two-way stream with customer facing teams through – collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.
• Liaise with cross-divisional and cross-functional teams such as sales, marketing, customer support, branding, finance, IT and account management to ensure customer-centricity in their respective engagement and help them deliver in accordance with the overall customer experience strategy.
• Directly partner with account teams to engage with key customers. Lead customer escalation processes and response and drive methodical approach to ensure resolution to drive customer satisfaction
• Advocate for changes in ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience
• Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process
• Create and implement an analytics strategy for best in class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels
• Lead operational excellence, the division’s quality management and respective internal and external certifications and assessments, as well as EHS initiatives tied to strategic priorities for the division
  

Qualifications:

• Bachelors or equivalent
• 10+ years of work experience, including 5+ years in customer experience, and operational excellence assignments including direct engagement with end customers
• Proven ability to interact and communicate with end customers
• Proven ability to lead in matrixed organizations
• Understanding and experience with Agile work practices and Scrum
• Direct customer facing experience
• Strong communications and influencing skills
• Strong coaching skills
• Customer-centered mindset and ability drive continous improvement across organizations.
• Detail-oriented and organize, and ability to as the right questions to get clear and accurate answers
• Strong analytical skills, with the ability to translate complex data into actionable insights
• Proactive, strategic thinker