Director of CX Product Strategy

Love's Travel Stops & Country Stores•Oklahoma City, OK

5h•Onsite

About The Position

The Director of Customer Experience Product Strategy will define and deliver Customer Experience best practices and customer-facing tools across Love’s Family of Companies. This role involves leading a high-performing team providing top-tier Customer Experience, influencing Customer Experience touchpoints, integrating new features into products and services, and embedding Customer Experience principles into the broader business culture driving higher customer satisfaction and business profitability simultaneously. The leader will evolve digital strategy by measuring customer sentiment, optimizing processes, and ensuring quality experiences within customer products.

Requirements

Minimum of 8+ years of experience Customer Experience product design experience
Track record of success developing and executing strategies that provide cross-functional impact and clearly demonstrate the value and benefit of Customer Experience
Excellent communication, influencing and presentation skills with the ability to succinctly articulate concepts and ideas in simplistic terms.
Hard Skills: knowledge of Microsoft Office; familiarity with integrating various technologies to support marketing efforts; expertise with Agile Scrum development process
Soft Skills: Excellent verbal and written communication skills, strong time management and organization skills, sense of urgency, keen attention to detail, and the ability to work under tight deadlines. Ability to effectively manage commercial budgets for products and software

Responsibilities

Strategic Vision and Execution: Develop and communicate a clear vision for the Customer Product strategy and all customer facing products that aligns with the company's overall goals. Ensure the successful execution of this vision through effective planning, resource allocation, and performance management.
Cross-Functional Leadership: Foster collaboration and alignment across various departments, including marketing, IT, and customer service, to ensure a unified approach to Customer Experience initiatives. Act as a liaison between different teams to drive cohesive and integrated strategies. Leads development of Product Owners throughout the business, even if not a direct line of reporting.
Innovation and Continuous Improvement: Champion a culture of innovation by encouraging the team to explore new ideas, technologies, and methodologies. Implement continuous improvement processes to enhance Customer Experience product practices, improve our customer facing IP such as Love’s Connect mobile app, Love’s Rewards product experiences, CRM products, and in-store digital products, and deliver exceptional customer experiences through effective research and UI design. Champion continuous improvement of Agile activities by utilizing feedback and metrics (quality, delivery rate, customer satisfaction, etc.) to reduce waste and increase productivity.
Commercial Acumen: Ensures strategic budgeting occurs each year to effectively plan both human and martech product capital needed to enable growth strategies. Effectively track and manage budgets, contracts, and product investments both internally and externally. Ensure product development contributes to Love’s profit growth.
Stakeholder Management: Build and maintain strong relationships with key stakeholders, including senior executives, business line owners, customers, and partners. Effectively communicate the value and impact of Customer Experience product initiatives to gain support and drive organizational buy-in.
Change Management: Lead and manage change initiatives related to Customer Experience products, ensuring smooth transitions and minimal disruption to the business. Lead team efforts to implement change management strategies to support the adoption of new processes, tools, and technologies.
Data-Driven Decision Making: Utilize data and analytics, both behavioral and attitudinal, to inform strategic decisions and measure the effectiveness of Customer Experience products. Ensure the team leverages insights to drive continuous improvement, optimize customer satisfaction, and achieve business objectives profitably.
Leadership Development: Mentor and develop the leadership capabilities of team members, providing guidance, feedback, and opportunities for growth. Create a high-performing team by fostering a culture of accountability, collaboration, and professional development.