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 Director of CX Modernization, you will be responsible for leading and driving the transformation of the customer experience (CX) across the organization. You will play a pivotal role in enhancing customer interactions, leveraging modern technologies, processes, and strategies to ensure a seamless and exceptional customer journey. This role requires a strong blend of strategic thinking, leadership, innovation, and operational execution to achieve the company's CX modernization goals.
Key Responsibilities
Strategic Leadership:
- Participate in the development and communication of the strategy for CX modernization, aligned with the organization’s overall goals and objectives.
- Collaborate with senior leadership to secure buy-in, support, and resources for CX modernization initiatives.
- Monitor industry trends, customer feedback, and technological advancements to identify opportunities for enhancing the customer experience.
Cross-functional Collaboration:
- Partner with various departments including Marketing, Sales, Product, IT, and Operations to ensure a holistic approach to CX modernization.
- Foster strong working relationships across departments to drive alignment and execution of CX initiatives.
- Act as a bridge between technical and non-technical teams to ensure effective communication and understanding.
Technology and Process Improvement:
- Evaluate current CX technologies, tools, and systems, and identify areas for improvement or replacement.
- Lead the selection and implementation of modern CX technologies, such as AI- driven chatbots, omnichannel communication platforms, and data analytics tools.
- Streamline customer- facing processes and internal workflows to improve efficiency and enhance the customer journey.
Customer Insights and Data Analysis:
- Utilize customer data, feedback, and insights to identify pain points, opportunities, and trends in the customer experience.
- Leverage data- driven insights to develop personalized and targeted strategies for engaging customers throughout their journey.
- Implement data-driven decision- making processes to continually refine and optimize the CX strategy.
Change Management:
- Drive organizational change by leading and managing cross-functional teams through CX modernization initiatives.
- Develop and execute change management plans to ensure smooth transitions for employees and customers alike.
- Foster a culture of continuous improvement and innovation, encouraging teams to embrace new methodologies and technologies.
Performance Measurement and Reporting:
- Monitor key performance indicators (KPIs) and metrics to measure the effectiveness of CX modernization efforts.
- Establish regular reporting mechanisms to communicate progress, successes, and areas for improvement to senior leadership.
- Use performance data to make informed decisions and adjustments to the CX strategy as needed.
Qualifications
- Experience in Business, Marketing, Technology, or related field (degree preferred).
- Proven track record of successfully leading CX modernization initiatives, preferably at a leadership level.
- Strong understanding of customer experience principles, methodologies, and best practices.
- Excellent leadership and team management skills, with the ability to lead cross- functional teams.
- Experience in evaluating, implementing, and managing modern CX technologies.
- Data-driven mindset with the ability to analyze customer data and extract actionable insights.
- Exceptional communication and presentation skills, with the ability to influence and collaborate at all levels of the organization.
- Strong project management and change management expertise.
- Innovative thinker with the ability to envision and implement future oriented CX strategies.
- Familiarity with relevant regulations and compliance related to customer data and privacy.
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.
