Job Information
Terex Corporation Director, Customer Experience in Mill Creek, Washington
Job Description: Title: Director, Customer Experience Reports to:Global VP Sales Transformation & Operations Location:Bothell, WA Travel: 20% About the Position: The Director, Customer Experience is responsible for managing and enhancing the entire customer journey, ensuring a seamless and positive experience across all touchpoints throughout the organization from machines, Parts & Machine Sales, Service, Products & Marketing. This role involves mapping customer interactions, addressing pain points, and supporting various customer groups, including Strategic Accounts, Key Accounts, Dealers, and Independent customers. The Director Customer Experience will develop CX metrics and reporting tools, design the Customer Experience (CX) and Continuous Improvement (CI) roadmap, and coordinate all Voice of the Customer (VOC) initiatives. The individual will act as the voice of the customer within the organization, driving cross-functional collaboration to meet customer needs and expectations by customer group. Key Responsibilities: Customer Journey Management: Oversee and manage the full customer journey, ensuring a seamless and positive experience across all touchpoints. Map customer touchpoints and identify pain points for different customer groups, including Strategic Accounts, Key Accounts, Dealers, and Independent customers. Develop strategies to address and improve pain points, create customer 'delight' points to ensuring customer satisfaction as well as a differentiated experience to drive customer loyalty. CX Metrics & Reporting: Develop and implement CX metrics and reporting tools to measure and monitor customer satisfaction and experience. Analyze CX data to identify trends, areas for continuous improvement, and ongoing opportunities for enhancing the customer experience. CX & CI Roadmap: Design and implement a comprehensive CX and Continuous Improvement (CI) roadmap aligned with organizational goals. Collaborate with cross-functional teams to ensure the successful execution of the CX & CI roadmap. Voice of the Customer (VOC): Own and coordinate all VOC initiatives for the organization, ensuring customer feedback is collected, analyzed, and acted upon. Work closely with different departments to integrate customer insights into product development, customer service, sales process & field service enhancements, and overall business strategy. Cross-functional Collaboration: Serve as the voice of the customer within the organization, advocating for customer needs and expectations in decision-making processes. Collaborate with marketing, sales, product development, and customer service teams to ensure a consistent and positive customer experience. Qualifications: Bachelor's Degree from an accredited institution in Business, Marketing, Communication, or equivalent experience Proven experience in customer experience management, customer success, or a related field. Experience in developing and implementing Customer Experience (CX) and Continuous Improvement (CI) roadmaps. Preferred Skills: Experience working with Strategic Accounts, Key Accounts, Dealers, and Independent customers. Familiarity with CX software tools and reporting platforms. Project management skills with the ability to manage multiple initiatives simultaneously. Continuous Improvement Tool deployment & Project management Strong understanding of customer journey mapping, CX metrics, and VOC methodologies. Excellent analytical skills with the ability to interpret complex data and translate it into actionable insights. Strong communication and interpersonal skills, with the ability to influence and collaborate with cross-functional teams. Desired Competencies: Customer-Centric Mindset: Demonstrates an empathic view of customer needs and concerns and develops s