The Integrated Experience Director leads the company customer experience capability aimed at identifying opportunities to grow market share and maintain relevancy by continuously enhancing the end-to-end omnichannel customer experience. The Director is responsible for orchestrating results-oriented, customer-led, continuous improvement and CX-focused innovation by building the capabilities to enable CX goals. This position leads a team of leaders focused on experience strategy, design, and research and collaborates cross-functionally with key global stakeholders in Marketing, Operations, Product, and IT. The Integrated Experience Director also champions the company's CX strategy in partnership with teams to ensure continual progress against it. The director also leads the company's UX design and research functions and partners closely with product teams to ensure the customer and employee experience are connected.
Responsibilities
Develop the company's strategy of creating a customer experience rooted in personalization, empathy, and control in a frictionless environment
Ensure customer insights are developed through a combination of internal and external channels (e.g., market research, employee feedback, customer surveys, social media listening) to inform the customer strategy. Also ensure information is "democratized" throughout the organization (e.g., information access and channeling)
Understand the end-to-end customer journey and identify strategies to address customer pain points and enhance moments of joy at the moments that matter, incorporating customer feedback as much as possible.
Collaborate cross-functionally to drive a CX strategy that also supports marketing, product/digital, service, sales, and technology strategy, etc., and provide guidance/ensure that these leaders have the data they need to adapt and execute as relevant in their areas
Drive the development of key technical and design capabilities necessary for enabling future CX initiatives
Track and manage the development of the company's portfolio of CX initiatives- spanning from incremental changes to existing products/services to entirely new businesses/offerings to serve new consumer needs
Develop approach to build, pilot, fund, scale, transition to the business, and measure success for CX initiatives
Develop system to capture and implement continuous, real-time customer feedback (includes both voice of customer and voice of employee surveying)
Report on the impact of programs on our goals, objectives, and planned strategic roadmap to support executive-level decision-making
Ability to drive change and prior experience leading strategic initiatives cross functionally, including defining, tracking, and reporting KPIs to measure ROI
Qualifications
Minimum:
Bachelor's Degree
Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future
12 or more years Customer Experience Strategy
12 or more years UX Research and Design
10 or more years Managing a team
Experience with strategic planning and project management
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or
