Job Description:
The Director – Voice of the Customer is a passionate customer advocate who will challenge key business functions and enable TLS to provide the best possible experiences to our customers globally. He/she will lead the critical Voice of Customer function at TLS and will drive transformational enhancements in customer experiences with the different TLS touch points. This position will have a team of twelve individuals. The position will report into the VP - Global RM & Premium Service Strategy.
· The Director—Voice of the Customer will lead TLS’s voice of customer (VOC) function globally, including measurement, governance, administration, reporting, analysis, insights and actions. This position will have a team of twelve with two Sr. Mgrs directly reporting in
· Lead VOC analytics team to uncover insights from VOC data, identify drivers of customer satisfaction and drive actions to enhance customer experience across TLS touch points
· Lead Innovation and Capabilities team to enhance front line and leaders capabilities to improve quality of interactions with customers, drive service consistency, improve customer results and reduce compliance risks
· Work closely with market heads across Americas, EMEA and JAPA regions to drive service consistency and customer results
· Partner with Operations, Marketing, Partnership, Technologies and external vendors to ensure customer experience measurement processes work smoothly, to improve or revamp current tools and processes and to prioritize projects
· Strategy, maintenance, enhancement and roll out of all aspects of call quality monitoring programs, including customer treatment behaviors, compliance behaviors and customer experience measurement
· Manage relationships with external vendors. Revamp vendor delivery, tools and insights
· Conduct internal and external benchmarking to identify and apply best practices. Provide insights on opportunity areas
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
The Ideal Candidate Will Have The Following Qualifications
· Outstanding strategic thought leadership capabilities; ability to lead and inspire people with and without direct authority
· Must have experience in the customer feedback space and understand the latest technologies and capabilities in the marketplace to drive satisfaction
· Passionate customer advocate - everything we do should be customer focused
· Strong drive for results and will to win
· Exceptional relationship building experience in defining goals, roles and responsibilities with senior executives. Strong collaboration and influencing skills
· Strong problem solving and analysis skills; ability to derive insight from analysis
· Strong project and process management skills; Proven ability to handle multiple priorities simultaneously as well as frequent ad-hoc requests
· Self-starter, comfortable with ambiguity
· Strong presentation and communication skills, development of compelling, actionable and insightful materials
· Familiarity with Contact Center operations, Online operations and Customer experience measurement
· Prior experience in driving customer experience and implementing innovative voice of customer tools a plus
· Vendor management a plus
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