Customer Experience Transformation Director Position Available In Davidson, Tennessee

Location:

Nashville, US-TN

Rate:

Not Specified

Type:

Permanent Customer Experience Transformation Director The Customer Experience Transformation Director is responsible for elevating the customer-obsessed mindset in GSC NAM by implementing key initiatives aimed at educating associates on the customer-obsessed mindset, enabling the organizational muscle to proactively solve customer-facing issues, and rewarding behaviors that strengthen our customer experience competencies What will you do?

• Drive overall culture transformation in the plants to promote and instill a customer-centric mindset including raising awareness and knowledge on customer feedback, providing training and education to improve customer service, implementing recognition programs, and establishing proactive communication and governance to frequently and consistently keep customers top of mind in every plant
• Develop and implement the Customer Experience training program working closely with the global customer experience team to achieve all critical roles in NAM GSC being certified through the training
• Develop and implement additional strategic programs aimed at increasing the customer-obsessed culture in GSC NAM including customer interaction programs, education on customer analytics, and programs with clear objectives aimed at improving the customer experience with measurable outcomes
• Establish and streamline new processes, tools, and standard work for engaging with customers, documenting customer feedback, and communicating customer analytics broadly across the organization
• Define and implement governance model for Customer Experience organizational alignment with LOBs, NAM Ops, global Customer Experience team, and other key stakeholders
• Lead program management of critical customer-facing strategic initiatives
• Work in partnership with the Customer Experience Plant and DC directors to deploy customer-service trainings and recognition programs that drive the behaviors which define the customer-obsessed culture
• Define and establish critical competencies for the customer experience function in partnership with the HR talent development team, with clear career paths for Customer Experience roles What skills and capabilities will make you successful?
• Strong project management skills, project management certification desired
• Background in training, education programs, talent development or organizational capability development desired
• 5+ years of experience in Customer Experience/Service, and/or manufacturing or supply chain desired
• Strong people leadership skills, ability to achieve results and develop talent through coaching and mentorship
• Good interpersonal, negotiation and communication skills
• Understanding of customer service practices and tools desired
• Passion for finding new and creative approaches to improve current customer experiences
• Focus on process-development, lean six sigma training preferred
• Travel up to 30% What’s in it for you?
• Schneider Elec.

..

Rate:

Not Specified

Location:

Nashville, US-TN

Type:

Permanent

Industry:

Finance

Recruiter:

Schneider Electric

Contact:

Not Specified

Email:

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Reference:

88507-en-us

Posted:

2025-05-21 08:37:10 –