Director Customer Experience

What you will do

The Global Headquarters for Volvo Financial Services is seeking a Director, Customer Experience to develop strategies and lead initiatives that drive customer loyalty and engagement.
 

As Director, Customer Experience you will leverage technologies to drive innovation in all areas of experience management, including voice of customer (VOC), customer experience, employee experience and digital experience to build customer loyalty, satisfaction and advocacy and ensure that VFS is easy to do business with. You will lead a team with responsibilities in the following areas: 

• Own end-to-end customer experience journeys for VFS touchpoints, insight gathering, and strategic measurement, and collaborate with colleagues in markets around the world to drive alignment on customer experience objectives.
• Embed a customer-centric mindset across the organization, fostering cross-functional collaboration and a unified approach to delivering superior service.
• Utilize deep insights and advanced analytics to identify pain points and opportunities in the customer journey and develop strategies and implement tactics to address them.
• Establish and roll-out the company’s customer experience roadmap including the technology, data and analytics needed to provide a 360-degree view of the customers’ experience and capabilities needed to meet the current and future needs of our customers across various stages of their lifecycle.
• Create and implement an analytics framework to measure customer experience KPIs, customer sentiment and success metrics of the proposed and implemented strategy.
• Establish feedback sessions and close loops between customers’ needs and markets to continuously refine CX strategies, ensuring the customers' voice is heard and acted upon.
• Collaborate closely with D&IT teams across the Volvo Group to integrate customer self-service capabilities with other CX initiatives, ensuring seamless and personalized customer experiences.
• Provide market insights and domain expertise to the VFS strategy for customer engagement.
• Manage existing customer experience and customer self-service business resources.
• Attract new talent to customer engagement as requirements change and grow.
• Define deliverables for outside resources to achieve milestones in the customer experience and customer portal roadmap.
• Align with colleagues across Volvo Group to ensure a collaborative approach to customer experience management and journey mapping across-business activities looking for integration opportunities with Group customer engagement initiatives to deliver a single view of end-to-end customer experience.
• Set and manage budgets for customer experience and customer portal initiatives.
 

Who are you?

We believe the successful candidate has an effective level of ambition and ability to understand team and corporate objectives, demonstrates superior verbal and interpersonal communication skills as well as ability handling confidential information and working with a high level of integrity and ethics. You have also proven experience including problem solving, research and analysis.

Qualifications likely required to be successful in this role include: 

• Bachelor’s degree (BS/BA) in Business, Marketing, or a related field preferred.
• 8+ years of relevant experience in either strategy, marketing or digital. Experience leading customer experience initiatives in the following areas is preferable: customer onboarding, retention initiatives, customer journey mapping, process improvement, or strategy where the primary function is to improve, track, measure, or influence customer engagement.
• Capacity to transform long-term strategies into effective tactical plans.
• Global experience planning and managing large-scale, customer journey strategies.
• Ability to operate at both a strategic level to align key business owners on CX priorities aligned to business results, as well as tactical level to lean in and drive the necessary cross-company collaboration for effective end-to-end execution.
• History of rapidly assessing situations, absorbing & applying new information to drive direction setting.
• Analytical thinker with experience in data-driven decision making and the ability to translate insights into action.
• Strong background in consumer and customer research and analytics techniques, customer strategy, process improvement, and customer journey design.
• Experience working in a fast-paced professional environment where sound business judgment and a flexible and adaptable approach are valued.
• Evidence of strong leadership and communication skills at all levels of the organization including C-suite/board level as well as peers and functional teams.
 

What’s in it for you?

We offer a solid and competitive package of compensation and benefits, plus you will enjoy a diverse working environment with a culture of care and inclusion. As an investment, we support your personal development and growth to achieve your career aspirations. Volvo Financial Services is an on-site business and we understand that you might need occasional or temporary flexibility, which your leader is equipped to manage and fits well to our culture, as being together enables us to build upon our innovative and collaborative culture, as well as develop you for continued success.

Ready for the next move?

If you want to make a real impact in your career, Volvo Financial Services is where you want to be. We look forward to meeting you.