Vice President, Customer Experience
 Weichert | |
 United States, Illinois, Downers Grove | |
 Feb 11, 2025 | |
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Weichert Workforce Mobility is hiring a Vice President, Customer Experience in Downers Grove, IL. This is a hybrid role requiring a minimum of two days in the office. The VP, Customer Experience is responsible for providing leadership and direction to service functions that directly impact customer and client outcomes. This position leads the execution of the client service vision that aligns with the company's goals of service, process and continuous improvement. The VP, Customer Experience collaborates with multiple functional department heads and their delivery team to ensure that operational efficiency, quality, and data governance are delivered in a balanced manner across all service offerings within a client portfolio.
Job responsibilities include, but are not limited to, the following: * Implements the strategic vision and mission for client and customer service delivery to achieve the company's objectives. * Partners closely with Client Relations leadership to balance operational and relationship requirements to retain and grow client engagements. * Leads, mentors, and inspires a team of customer experience professionals to deliver exceptional service to our clients and customers, leveraging customer data and other inputs. * Enables a culture of customer service excellence balanced by accountability, collaboration, learning, and continuous improvement across the organization. * Designs, monitors and evaluates the performance of operations for the client portfolio, identifying areas for improvement in collaboration with the operational excellence team. * Collaborates with operational excellence leadership in the creation of effective business processes, SOPs, and training modules and oversees the implementation and ongoing adherence to them. * Implements best practices, data integrity compliance efforts, and process improvements; measures to optimize workflows and enhance service delivery. * Partners with marketing, product development and technology to design and implement technology solutions that enhance client services delivery model and operational effectiveness. * Responsible for the overall operational and financial performance, including client profitability, of a client portfolio approximately valued at least $20 million. * Performs other duties as assigned. The ideal candidate will meet the following requirements: * Bachelor's degree in business administration, management, or a related field required * Master's degree preferred * A minimum of ten (10) years of management experience required * Proven experience in leading client service operations teams at a senior level to deliver exceptional results * Demonstrated experience in driving change management and process implementation * Deep understanding of customer service principles and practices, with a passion for delivering exceptional customer experiences * Strong operations management and customer service orientation * Demonstrated knowledge of business process, data lifecycle, root cause analysis, and performance analysis * Excellent communication, interpersonal, and negotiation skills, with the ability to build relationships and influence stakeholders at all levels of the organization * Excellent relationship management skills with internal and external stakeholders * Ability to inspire followers and drive measurable engagement and advocacy * Strong analytical skills for performance monitoring and data-driven decision-making * Demonstrated project management skills, with a track record of successful project execution * Superior technical skills using required applications (Salesforce, PBI, Excel, PowerPoint) * Ability to multi-task and focus on competing priorities * Ability to adapt to a dynamic business environment and lead in times of change and growth * Familiarity with compliance and legal aspects related to business operations Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled | |