Director, Customer Experience (IT)
DAVITA•Marion, NC
•$98,000 - $155,000•Onsite
About The Position
The Director, Customer Experience (IT) is responsible for ensuring the delivery of seamless customer experience across all stages and touchpoints in the ITIL Service Lifecycle. This position will lead the team of Customer Insights Managers and Analysts responsible for developing customer relationships/partnerships, helping leadership understand the experience of different customer types with IT services, and driving IT to improve customer experience and reduce customer incidents. This position will also lead the strategy initiatives to meet VP and CIO expectations.
Requirements
- Experience in ITIL Service Lifecycle
- Experience leading teams of Customer Insights Managers and Analysts
- Experience developing customer relationships/partnerships
- Experience helping leadership understand customer experience with IT services
- Experience driving IT to improve customer experience and reduce customer incidents
- Experience leading strategy initiatives to meet VP and CIO expectations
Responsibilities
- Create company-wide goals to improve customer experience.
- Lead carrying out VP and CIO expectations
- Build a streamlined customer experience across all departments while figuring out ways to increase customer satisfaction and brand loyalty.
- Collect and analyze data to make well-informed business decisions.
- Other duties as assigned.
Benefits
- Medical
- Dental
- Vision
- 401(k) match
- Paid time off
- PTO cash out
- Family resources
- EAP counseling sessions
- Headspace®
- Backup child and elder care
- Maternity/paternity leave
- Professional development programs
- On-demand virtual leadership and development courses through DaVita’s online training platform StarLearning
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
