Associate Director Customer Experience Enablement

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Role Summary:
The Associate Director of Customer Experience (CX) Enablement will be responsible for creating a broad enterprise CX Enablement Strategy and Plan to move the organization to become more customer obsessed. This evolves: 1) Creating awareness and understanding of where **MEMBERS ONLY**SIGN UP NOW***. is today and educating employees on where/how we need to evolve 2) Driving adoption of the customer obsessed mindset and behaviors 3) Embedding customer obsession into processes, tools, and policies at corporate and the field 4) Activating and maintaining the CX Vision 5) Partnering across the organization to effectively measure progress 6) Providing education and developing human-centered design skill sets more broadly in the organization.
The Associate Director of CX Enablement will provide strategic guidance and support to senior leaders seeking assistance to help educate their teams on customer obsession and provide tools to help evolve mindsets. And/or support the teams with flipping mindsets and providing strategic thinking to put the customer first. The Associate Director of CX Enablement will provide team leadership and guidance to the CX Enablement team and ensure all of the elements of the strategic plan have well thought out execution plans and are being executed at the speed in which we need to see progress. The team will be responsible for continuing the Brand Champion Program and evolving it based on the needs.
Key Responsibilities:
1. Leadership 40%
Provide guidance and oversight to the CX integration team
Ensure strategic plan is holistic, broad, and bold
Create the right partnership in the organization to have effective and holistic change management tactics
Ensure execution plans are holistic, well thought out, and meet the needs of the audiences experiencing change
Communicate progress reports to senior leadership
Partners with Directors and VPs and above to educate teams and help along the customer obsessed change journey
2. Strategy Development 40%
Develop broad enterprise CX integration strategy and plan
Identify creative ways to approach the CX integration plan to effectively make an impact on the execution of the CX Vision
Continue to evolve the brand champions program based on needs
Assess survey results and progress against CX integration plan and adjust accordingly
Build governance and program structures to remove barriers in policies, processes, and tools to become more customer obsessed
Continually bring in innovative thinking and best practices to build CX practices and customer obsession
Build CX fluency where appropriate
3. Delivery 20%
Partner with team to create the detailed CX enablement plans based on strategy, when needed
Develop CX fluency education/tools/etc. as needed
Qualifications:
8 years of retail, business or related field/equivalent work experience
5 years of strategy development, strategic planning, or business planning
8 years of human-centered design, customer experience, employee experience, or brand building experience
8 years of leadership experience
5 years of organization/transformational change efforts

Company info

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