Jobs
>
New York City

    Vice President, Customer Experience - New York, United States - Alethea

    Alethea
    Alethea New York, United States

    6 days ago

    Default job background
    Description
    About Alethea

    Founded in 2019, Alethea is a tech company that detects and mitigates instances of disinformation and social media manipulation to help clients navigate the new digital reality. We protect clients from the threat of disinformation that targets brands, reputations, employee safety, or financial bottom lines through our industry-leading investigation and remediation service.

    Position Summary:

    As the Vice President of Customer Experience, you will be responsible for overseeing all aspects of our managed analytical services and customer journey, ensuring exceptional service delivery. Your primary focus will be on strategizing and implementing initiatives to enhance customer satisfaction and retention. You will lead a team dedicated to understanding customer needs, resolving issues, and optimizing every touchpoint across our products and services.

    Key Responsibilities:

    Strategy Development
    • Develop and execute a comprehensive customer experience strategy aligned with the company's goals and objectives.
    • Build direct relationships with customers, and directly manage high profile accounts.
    • Identify key performance indicators (KPIs) and metrics to measure the effectiveness of customer experience initiatives.
    • Continuously assess market trends, competitor activities, and customer feedback to refine strategies.
    Team Leadership
    • Lead and mentor a cross-functional team responsible for analysis and customer success teams.
    • Foster a customer-centric culture within the organization, emphasizing empathy, responsiveness, and accountability.
    • Provide guidance and support to team members, enabling them to deliver exceptional customer experiences.
    Customer Insights
    • Utilize data analytics, surveys, and feedback mechanisms to gain insights into customer preferences, pain points, and behaviors.
    • Translate customer insights into actionable recommendations for product development, process improvements, and service enhancements.
    • Advocate for the voice of the customer across the organization, ensuring that customer feedback informs decision-making at all levels.
    Process Optimization
    • Streamline customer-facing processes and workflows to eliminate friction points and improve efficiency.
    • Collaborate with cross-functional teams, including product management, marketing, and sales, to ensure alignment and consistency in customer interactions.
    • Implement tools and technologies to enhance the customer experience, such as CRM systems, self-service portals, and omnichannel communication platforms.
    Continuous Improvement
    • Establish a culture of continuous improvement, encouraging experimentation and innovation in customer experience initiatives.
    • Conduct regular audits and assessments to identify areas for improvement and implement corrective actions as needed.
    • Monitor customer satisfaction metrics and drive initiatives to address areas of dissatisfaction or underperformance.
    Qualifications:
    • Bachelor's degree in Business Administration, or related field (Master's degree preferred).
    • Proven track record of success in a senior leadership role focused on customer experience or customer success.
    • Strong analytical skills with the ability to interpret data and derive actionable insights.
    • Excellent communication and interpersonal skills, with the ability to influence and collaborate across departments.
    • Demonstrated ability to develop and execute strategic plans to drive business results.
    • Experience leading and developing high-performing teams in a fast-paced environment.
    • Deep understanding of customer-centric principles and best practices in customer experience management.
    • Familiarity with relevant technologies and tools, such as CRM systems, customer feedback platforms, and data analytics software.
    Compensation and Benefits:
    • Salary and stock options are negotiated based on experience.
    • Healthcare at the gold-tier level, dental, and vision is fully funded by the employer. 50% of dependent coverage is provided by the employer.
    • Unlimited vacation, sick leave, including office closure between Christmas and New Year's, and extended holidays at Thanksgiving and the 4th of July.
    • Employer sponsored 401k with a 3% match.
    • Hybrid work environment, with 3 days per week required in office in Washington, D.C or New York.
    Alethea is an equal opportunity employer that encourages people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply. We are committed to being an inclusive place to work, while maintaining a workforce that represents the communities we serve.
  • INIZIO EVOKE

    Customer Experience

    1 day ago

    INIZIO EVOKE New York, United States

    In the journey of life, your career should make a difference. · At Inizio Evoke, we come together—to do the best work, in the best possible place. We're all in. Because it's everyone's role to make health more human. · **What is CX?** · CX is a customers' holistic perception of t ...

  • Conde Nast

    Manager, Customer Experience

    2 days ago

    Conde Nast New York, United States

    Condé Nast is a global media company producing the highest quality content with a footprint of more than 1 billion consumers in 32 territories through print, digital, video and social platforms. The company's portfolio includes many of the world's most respected and influential m ...

  • The Exchange

    Customer Experience Associate

    2 days ago

    The Exchange New York, United States

    Responsible for driving the customer experience through proactive and customer focused behaviors and actions. Actively evaluates customers' needs by listening, providing solutions, and making recommendations to maximize customer satisfaction and Exchange brand loyalty. · **Grade* ...

  • Michaels Stores, Inc.

    Customer Experience Manager

    2 days ago

    Michaels Stores, Inc. Holland, United States

    Store - HOLLAND, MI · Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service. · A ...

  • Amerex Group, LLC

    Customer Experience Associate

    1 day ago

    Amerex Group, LLC New York, United States

    **Responsibilities** · - Conduct proactive outreach to customers to ensure a successful overall experience. · - Take a service and solution-oriented approach to all interactions, using strong judgment to balance company goals with ensuring an overall positive outcome and resoluti ...

  • TJ Maxx

    Customer Experience Coor

    1 week ago

    TJ Maxx Newark, United States

    Style is never in short supply at our more than 1,000 TJ Maxx stores. They all have different products, but the same commitment to the thrill of the find. From designers straight off the runway to statement jewelry, we offer exciting surprises that make the everyday a little more ...

  • GeneDx

    Head of Customer Experience

    6 days ago

    GeneDx New York, United States

    GeneDx is a patient-centric health information company that delivers personalized and actionable health insights that inform diagnosis, guide treatment and improve drug discovery. The company is transforming healthcare through its industry-leading exome and genome testing and int ...

  • CREAM | Cannabis Retail, Delivery, and Lifestyle

    Customer Experience Associate

    1 week ago

    CREAM | Cannabis Retail, Delivery, and Lifestyle Jersey City, United States

    **Company Description** · Welcome to CREAM Dispensary, Downtown Jersey City's premier destination for premium cannabis products and education. CREAM is dedicated to educating customers, advocating for responsible consumption, and contributing positively to the local community. Ou ...

  • Marshalls

    Customer Experience Coordinator- Nights And

    1 week ago

    Marshalls Newark, United States

    All 1,000 of our Marshalls stores embrace discovery, from designer luggage to statement shoes. Our assortment of brands is always changing, but our mission to provide the surprises that make the everyday a little more fun is unwavering. Just like working here. Everyone encourages ...

  • HealthFirst

    Customer Experience Data Analyst

    1 week ago

    HealthFirst New York, United States

    As part of the Customer Experience & Insights (CX&I) team, you will have the opportunity to shape how the business reports, understands and acts on our customer feedback. This position will identify and satisfy data needs, ensure data quality and integrity, and assist the creatio ...

  • The Exchange

    Main Store Customer Experience Host

    1 week ago

    The Exchange New York, United States

    Responsible for multiple self-checkout registers while driving outstanding customer experience through proactive and customer focused actions and exceptional service. May assist with regular checkout stations as needed. · **Grade** · - 1 · **Job Tier** · - 0 · **Career Area** · - ...

  • L'Occitane En Provence

    Customer Experience Manager, North America

    2 days ago

    L'Occitane En Provence New York, United States

    **JOB SUMMARY**: · The Customer Experience Manager is a new role in the organization to drive and sustain the innovation necessary to deliver a memorable 360 customer experience in our L'OCCITANE boutiques in the US and CANADA. Working directly with our North America Field Team a ...

  • Michaels Stores, Inc.

    Customer Experience Manager

    6 days ago

    Michaels Stores, Inc. Woodside, United States

    Store - QUEENS-WOODSIDE, NY · Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer serv ...

  • KINGS BAY YM - YWHA

    Customer Experience Center Representative

    2 days ago

    KINGS BAY YM - YWHA Brooklyn, United States

    Customer Service Representative · The opportunity · Kings Bay Y/ JCC Brooklyn is a community space that connects, uplifts and inspires. It is a Jewish Community Center with and without walls. We welcome everyone from all religious, racial, and ethnic backgrounds as we provide a w ...

  • The Fountain Group

    Customer Experience

    1 week ago

    The Fountain Group New York, United States

    Pay Rate: $34.04/Hour · Full-time hybrid schedule at NYC office (3 days at office, 2 days remotely) · Duration: 2 years · Qualifications: · Required: · 5 years of experience in-store and/or online customer experience · 3 years of experience learning content creation (digital ...

  • Etain LLC

    Customer Experience

    1 week ago

    Etain LLC New York, United States

    **Customer Experience (CX) Coordinator** · Brewster, NY · Full-Time · Customer Experience (CX) Coordinator · **Position Description** · We are a rapidly expanding team looking for motivated individuals to help us grow and improve our customer experience workflow. The right c ...

  • Cogent Infotech Corp

    Customer Experience

    1 week ago

    Cogent Infotech Corp New York, United States

    Kiehl's DMI CX & Education Consultant · Full-time hybrid schedule (3 days at office, 2 days remotely) · Profile RequiredExternal · 5 years of experience in-store and/or online customer experience · 3 years of experience learning content creation (digital and physical) · Projec ...

  • Tchibo

    Lead (m/w/d) Customer Experience Applications

    3 days ago

    Tchibo New York, United States

    **Lead (m/w/d) Customer Experience Applications** · **Lead (m/w/d) Customer Experience Applications** · 22297 Hamburg · Vollzeit, Unbefristet ****Dein Profil: Du erfindest uns immer wieder neu.**** · Erfolgreich abgeschlossenes Hochschulstudium **mit informationstechnischem S ...

  • TJ Maxx

    Customer Experience Coor

    4 days ago

    TJ Maxx Bronx, United States

    Style is never in short supply at our more than 1,000 TJ Maxx stores. They all have different products, but the same commitment to the thrill of the find. From designers straight off the runway to statement jewelry, we offer exciting surprises that make the everyday a little more ...

  • Michaels

    Customer Experience Manager

    1 week ago

    Michaels Queens, United States Temps plein

    Store - QUEENS-WOODSIDE, NYQue ferez-vous? · Offrir une expérience de magasinage centrée sur la clientèle en gérant et en · obtenant une exploitation de l'aire des caisses efficace et en respectant les attentes. · Diriger les processus omnicanaux. Maintenir les normes de rangem ...