Job Description: • 2-minute read •
As Director of Customer Experience Design at Samsung, you are responsible for leading a high performing team that designs the end to end experience across all customer touchpoints relating to Customer Care and Service. You will leverage your insights into consumer behaviors, UX, and industry trends to define a strategy that helps bring a vision for consistent, integrated and uniquely positive experiences to Samsung Customer Care.
You will work closely with the VP Customer Experience Management and SVP of Samsung Customer Care to create a comprehensive customer journey design with fully refined details and designs for each touch point. You and your team will partner closely with operations teams including contact center, mail-in service center, retail, online, and field service to implement, measure, and refine customer touch-points to ensure that the holistic experience vision is delivered by Samsung. Essential Duties & Responsibilities: • Responsibility for intended state designs of all customer touch-points across Samsung Customer Care including: Customer contact flows both online and in contact centers, Retail/Walk-in service, Mail-in service, Samsung+ • Team development, helping to build and operate a highly functioning team delivering the following functions: UX Design, Visual Design, Packaging and physical material design specific to mail in service, In store experience design, Copywriting of key text for all of the above • Managing agency partnerships: Managing relationships between agencies which may be engaged to assist in specific customer journey design efforts • Driving improvements to the following key KPIs for Samsung Customer Care: Customer Effort Score, Net Promoter Score, Customer Satisfaction.
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