Customer Experience Director

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Requisition ID: 126527
Job Category: Operations
Location: United States-Florida-Plantation-WAH Backoffice
Posted Date: 11/1/2017 9:01:03 PM
Partner with external clients and Alorica’s Client Services and Operations teams to evangelize a culture focused on providing insanely great customer experiences via high quality engagements across all channels. Drive operational excellence by creating rigor around quality processes, inspecting, measuring and evaluating their effectiveness, and driving consistency and innovation.
Essential Job Functions
  • Deliver actionable recommendations for continuous improvement of customer satisfaction and quality
  • Leverage Verint speech to text and VOC analytics to identify drivers, trends and outliers
  • Conduct gap analysis on actual versus desired outcomes to inform on risks and opportunities
Key Job Responsibilities
  • Consult with external clients and Alorica’s Client Services and Operations teams on quality measurement and customer experience design, optimization, and transformation.
  • Complete end to end customer experience journey mapping evaluations.
  • Use insights garnered from customer interactions to drive transformation and change in customer experience strategy, design, and delivery.
  • Provide thought leadership and subject matter expertise on customer experience related topics including but not limited to customer experience measurement and analysis, survey design, contact engineering, emerging technologies, multichannel support strategies, contact reduction, customer effort reduction, transformation strategy and journey mapping.
  • Complete customer experience benchmarking across and within industry verticals.
  • Develop market facing content to educate clients and agents on customer experience topics.
  • Manage Customer Experience projects as assigned by leaders including discovery, planning, observation, analysis, recommendations, presentations, implementation, follow-up, and success measurement.
  • Present findings and recommendations to key client stakeholders.
  • Partner with Client and Business Solutions teams to leverage the company’s value to our clients by driving performance and client satisfaction, enhance business value propositions, and examine new growth opportunities by adding value and differentiation through Customer Experience Transformation activities.
  • Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
  • Perform other duties as assigned by management

Technical/Functional Competencies  


Technical – Use standard software, hardware & technology of work unit = Proficient

Proficient personal computer skills, including Microsoft Office including Excel, Access, Power Point and Visual Basic.


Education and Experience


- Bachelor's Degree in a related field and/or equivalent relevant work experience in data analysis in a business setting

- Master’s/Advance Degree in related field

- Licenses or certifications - COPC, ISO 9001


- At least 5 years of related experience required,
- Prior contact Center/Client Management experience within the Business Process Outsourcing industry preferred. 
- COPC Registered Coordinator, Six Sigma, or other Customer Experience industry certification preferred.

- Previous experience using Business Intelligence and Analytics software such as Tableau or Interaction Analytics software such as Verint an asset.


- Travel 10%-20%

- Supervisory responsibility over staff members (performance reviews, hiring, discipline, etc.)


Other Information


•Knowledge of quality or customer experience principles strongly preferred.
•Excellent interpersonal skills and the ability to interact and collaborate with across all organizational levels and with clients.
•Demonstrates exceptional continuous improvement/transformational skills.
•Ability to deliver professional and logical presentations in front of key decision-makers.
•Ability to research information online.
•Ability to analyze data and findings and formulate solutions.
•Ability to make logical and effective decisions in a fast-paced environment.
•Ability to manage in a matrix environment.
•Excellent judgment, reasoning, and problem solving skills.
•Ability to maintain the highest level of confidentiality.   

Physical Environment


Lift up to 25 pounds


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