Sr. Customer Experience Manager- North America

Align Technology•Morrisville, PA

51d•Onsite

About The Position

We are looking for a Sr. Customer Experience Manager (NA) to lead the CX strategy and execution of customer experience initiatives across NA. In partnership with regional leadership teams, this role will be responsible to drive a customer-centric culture, optimize end-to-end customer experiences, and translate insights into actionable improvements. This role is based in Raleigh, NC and reports into the Senior Director Customer Experience & Continuous Improvement.

Responsibilities

In partnership with regional leadership team, development of an NA Customer Experience strategy and plan.
Setting annual regional CX targets and KPIs (eg. NPS, EOB)
Defining critical initiatives, tasks, and required OPEX to deliver against agreed CX goals
Continual performance monitoring and course correction
Inspire change across the organization
Ensure customer feedback and priorities are accessible, understood and represented in decision making across the business
In partnership with CX Analytics, define and implement customer feedback mechanisms
Analyze, evaluate and prioritize customer feedback to identify key customer trends and friction areas
Develop and manage mechanisms to share and socialize feedback internally, ensuring customers are represented in decision making and drive action and improvement
Improve the end-to-end customer experience and demonstrate Align's commitment to resolving friction areas
Define regional customer improvement priorities, ensuring that every region has an agreed top 3 list the customer areas to fix
Support and run CX improvement projects to address known friction areas
Partner with regional Marketing and Commercial Excellence teams to commercialize CX and Service improvements
Implement effective mechanism to close the loop on ALL customer feedback and establish an effective resolution escalation process
Build an internal culture that puts the customer at the center of our thinking and decision making
In partnership with HR, develop initiatives to drive employee awareness of our customer values and develop relevant skills and capabilities
Develop and implement customer recognition programs
Lead regional internal events, including Align's annual CX Week