Job Description

Senior Leader in Lean discipline focused on driving Customer Experience process through the organization. Leads the process to capture voice of customer process in the region, drive action with the regional and product line teams and identifies systemic issues to solve internally. Utilizes understanding of industry trends to inform decision making process and experience of direct customer engagements

Essential Responsibilities:

• Drive a process to identify key customers and personas within the customers to drive a Voice of Customer conversation at least 2x/year
• Drive the holistic customer experience process through out the different touch points with the customers and drive changes at the point of impact based on the feedback.
• Developing expertise within function. Growing reputation within the organization. Includes roles that are experts in their discipline, providing professional or thought leadership. Influences policy and ensures delivery within own function, linking with other functions of the organization.
• Work through the customer facing organization to drive the actions identified from the Voice of Customer process and drive daily management of the actions.
• Lead communications to the key systemic themes identified from the VoC exercise and represent the customer view in different internal organizations
• Leads others to find creative solutions to address complex problems that impact the Customer. Has the ability to evaluate quality of information received and questions conflicting data for analysis. Uses multiple internal and external resources outside of own function to help arrive at a decision.
• Ensuring that Lean principles are being applied with the right goal in mind: To sustainably maximize the delivery of value to the customer.
• Challenging and supporting the organization to drive a culture that fosters continuous improvement for Voice of Customer, by asking guiding questions, supporting teams as they test hypotheses, and celebrating improvements, in both performance and process

Qualifications/Requirements:

• 10+ years of experience in a customer facing role
• Experience in running a formal Voice of Customer process
• Proven record of driving customer outcomes, ability to connect with the customer facing roles within organization to drive the customer outcomes
• MBA preferred and Engineer

Desired Characteristics:

• Humble: respectful, receptive, agile, eager to learn
• Transparent: shares critical information, speaks with candor, contributes constructively
• Focused: quick learner, strategically prioritizes work, committed
• Leadership ability: strong communicator, decision-maker, collaborative
• Problem solver: analytical-minded, challenges existing processes, critical thinker

Additional Information

Relocation Assistance Provided: No

Skills Required

• Customer Service