Senior Director of CX Modernization
Company Overview
Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting edge Applied AI. The results are happier customers, enhanced insights, and lower costs.
Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency. Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction.
We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.
Position Summary
As the Senior Director of Customer Experience (CX) Modernization, you will play a pivotal role in driving the transformation of our organization's customer experience strategies, processes, and technologies to align with modern industry trends and customer expectations. You will lead a cross-functional team and collaborate with various departments to enhance customer satisfaction, loyalty, and engagement through the implementation of cutting-edge CX solutions.
Key Responsibilities
Strategic Leadership:
- Develop and execute a comprehensive CX modernization strategy that aligns with the company's overall business objectives.
- Drive the vision for delivering exceptional customer experiences, identifying opportunities for process improvements and technological advancements.
- Collaborate with senior leadership to secure buy-in, allocate resources, and communicate the value proposition of CX modernization initiatives.
Cross-Functional Collaboration:
- Work closely with departments such as Product Management, Marketing, Sales, and IT to ensure a cohesive and consistent customer journey across all touchpoints.
- Foster a culture of customer-centricity by advocating for CX best practices and influencing stakeholders at all levels.
Technology Implementation:
- Evaluate, select, and implement modern CX technologies, including CRM systems, AI-powered chatbots, data analytics platforms, and personalization tools.
- Lead the integration of disparate systems to create a unified view of customer interactions and behavior.
- Ensure seamless data flow and integrations to enable data-driven decision-making and personalized customer experiences.
Process Optimization:
- Identify bottlenecks and pain points in current customer interactions and develop strategies for streamlining processes and improving efficiency.
- Implement agile methodologies to iterate and refine CX initiatives, ensuring quick response to changing customer needs.
Data-Driven Insights:
- Leverage customer data and analytics to gain insights into customer behavior, preferences, and pain points.
- Collaborate with data and analytics teams to develop dashboards and reports that track key CX metrics, enabling data-driven decision-making.
Team Leadership:
- Build, lead, and mentor a high-performing team of CX professionals, including UX/UI designers, data analysts, project managers, and technology experts.
- Foster a culture of innovation, collaboration, and continuous learning within the team.
Change Management:
- Develop and execute change management strategies to facilitate the adoption of new technologies and processes across the organization.
- Communicate the benefits of CX modernization to internal stakeholders and provide training and support to ensure successful implementation.
Vendor and Partner Management:
- Manage relationships with external vendors and partners, ensuring the successful delivery of CX solutions and services.
- Evaluate new vendor offerings and technologies to stay at the forefront of CX trends and capabilities.
Qualifications
- Experience in Business, Marketing, Technology, or related field (advanced degree preferred).
- 8+ years of experience in customer experience, customer success, or related roles.
- Proven track record of leading CX modernization initiatives, including technology implementations and process improvements.
- Strong understanding of CX best practices, industry trends, and emerging technologies.
- Experience with data analytics and using insights to drive decision-making.
- Excellent leadership and team management skills.
- Exceptional communication, collaboration, and influencing abilities.
- Strong project management and change management expertise.
- Comfortable leading in a fast-paced, dynamic environment.
Additional Requirements
- Some travel required
- Availability to work flexible hours as needed.
Physical Requirements
- Sitting: Ability to be able to sit for long periods of time.
- Vision: Normal or corrected vision to work with small parts and/or read schematics or technical manuals.
- Hearing: Normal or corrected hearing to communicate with colleagues or customers.
Waterfield Tech is proud to be an equal opportunity employer.
Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.