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VP, Customer Experience - Tallahassee, United States - Freedom Mortgage
Description
VP, Customer Experience
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Description
THIS POSITION CAN SIT REMOTELY
Summary**The Vice President of Customer Experience will be instrumental in building a world class customer center of excellence group and be a leading force in implementing cutting-edge customer experiences.
This person will serve as a business competitive landscape expert, have a relentless focus on innovative strategic thought leadership in the development of customer experience strategy across various customer touchpoints (Contact Center, Website, IVR, and Written Correspondence, etc.) as well as translation of the vision into tangible business goals and capabilities.
The Vice President sets the vision, strategy, goals, fosters collaboration, and motivates a team to achieve outstanding results and exceed customer expectations.
S/He will use excellence business acumen to drive continuous improvement opportunities, facilitate stronger partnerships with other leaders and thought partners and stakeholders across Freedom Mortgage to drive our Customers for Life strategy across the organization.
Essential Job Functions:
Develops and coach team to build their capability and to create best in class methodologies for conducting advanced customer analytics and applying customer insights to drive business growth, retention and ongoing process transformation.
Evaluates how future technology solutions and methodologies affect current and future business strategies and practices always with a customer/end-user focus
Lead all design activities from end user research through conceptual designs, through to wireframes and visual designs that specify a high usable transactional experience across business
Keeps current with emerging technology applications and business trends; identify best practices from these trends to implement
Establishes customer experience benchmarks across key areas of customer interaction, implement any additional metrics required to understand performance and provide ongoing reporting.
Serves as the leading voice of the customer and act as a customer experience advocate in considering decisions that will impact the customer; leads the Customer Experience transformation
Leads Customer Experience planning across the end-to-end customer journey
including journey mapping, primary research, personas and omni-channel segment behavior
Leverages information learned from analyses to develop ways to improve operations and manage expenses. Collaborate with others to implement changes related to the analysis and monitoring of new or improved policies, procedures, practices, and standards
Continuously drives improvements in process and practices, and makes game-changing recommendations
Develops tools to measure effectiveness of customer engagement. Defines operational metrics, establishes system for tracking metrics and creates cadence for review
Customer Experience budget management includes resource expense management and consulting/contact center technology budget management
Other Related Duties:
Performs other related duties as assigned.
Supervisory Responsibilities:
Responsible for one or more departments or programs
Typically reports to Chief Officer
Directs more complex and varied work
Has full budget responsibilities for respective department(s) or program(s)
Recommends and authorized policy implementation for the department or program
Has full HR responsibility for staff direct reports
Education and/or Experience:
Bachelors Degree from a Four (4) year College or University; or six (6) to eight (8) years related experience and/or training; or equivalent combination of education and experience.
Setting priorities, meeting deadlines and consistently producing high quality work
Building a successful track record of team building and performance management
Utilizing contact center technology to achieve the highest level of results
Managing, processing and applying large quantities of information quickly and accurately
Making decisions in a fast-paced organization
Planning, executing and displaying detailed qualitative and quantitative analysis and problem-solving skills
Managing multiple large projects
Analyzing and improving processes
Communicating with management, customers, product lines and other employees in an effective manner and style using oral, written or presentation skills to convey results, resolutions, or new information to drive business results.
Strong empathy for customers AND passion for revenue and growth
Experience leading a Customer Success team of 15+ employees
Ability to travel 30 to 40% of the time to all contact center locations and the corporate campus
Work Experience:
Minimum of 7+ years of experience in a customer centric or customer advocacy role in a high performance service environment that has consistently demonstrated Service Excellence with demonstrated significant measurable results
Strong customer focus, leading and designing customer centric quality and experience internal and external measuring tools
Proven people leadership effectiveness, balancing the needs of the customer, employees and the shareholders interest
Proven ability to influence across organizational boundaries, obtaining shared mindset and execution for results
Experience managing cross functional initiatives
Highly developed interpersonal skills; a leader who can be as effective through influence with or without positional authority
Experience leading transformational initiatives
Proven ability to innovate and improve processes and outcomes
Experience Net Promoter or Customer Satisfaction Survey processes
Six Sigma Black Belt certification is a plus
Strong quantitative, analytical, benchmarking and statistical skills required
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Benefits
Career development and advancement
Working at Freedom, you have the chance to invest in yourself.
From on-the-job training to advancement opportunities, and from tuition assistance to our annual internal leadership conference, were focused on upskilling, achieving, and celebrating.
Philanthropy
We run huge company-sponsored donation events and contests, as well as offer paid volunteer time so you can commit your support to the causes which you care about most.
Holidays and paid time off
We offer ample paid time off including multiple paid holidays
because your downtime and well-being are just as important to us as your time in work mode.
Your Wallet
Our salaries are competitive
rewarding your experiences, contributions, and hard work. We also have a 401K plan which provides a matching contribution.
Medical
We offer several medical benefits plans and options to choose from including dental, vision, disability and life insurance, dependent care and flexible spending.
Pet insurance
Pets are part of the family too We offer comprehensive vet insurance to make sure your cats are cared for, your pups are prioritized, and your lizards looked-after.
Jacksonville, FL
Servicing
Sr. Business Analyst, Issue Management Summary The Senior Business Analyst is responsible for the creation of complex control and illogical reporting including validation of the data and management of tasks resulting from e
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