Director, Client Experience

VCA Antech   •  

Los Angeles, CA

Industry: Healthcare

  •  

8 - 10 years

Posted 37 days ago

  • What You’ll Do

    • Lead VCA’s client experience (CX) strategy, training and support teams to improve the overall CX and client loyalty within our animal hospitals
    • Ensure a companywide focus on improving all aspects of the CX via the agreed upon roadmap
    • Leverage quantitative methods and customer insights to identify and validate key CX opportunities
    • Partner with Marketing, Knowledge & Learning, HR, IT, Field Managers and other support functions to effectively design, execute and monitor on CX programs
    • Work with the field management teams to create a sustained employee awareness of VCA’s CX culture that transcends new hires and new acquisitions
    • Establish, monitor and report on key CX benchmarks including, but not limited to, Net Promoter Score (NPS)
    • Work with our Digital CX Department to identify and develop new digital capabilities that provide a seamless CX in-hospital and on the go.
    • Assist the field teams in identifying appropriate ways to hold hospital employees accountable for treating clients right and rewarding those who do
    • Manage and resolve key CX issues quickly and with empathy
    • Regularly present at large field operations teams throughout the year
    • Manage CX program budgets

    Qualifications

    • Proven leader that can inspire a small (but mighty!) CX team, to deliver maximum value at scale
    • Bachelor’s degree, with 7-10 years in a customer-facing leadership role
    • Demonstrated experience driving a high-profile program through a large organization utilizing cross functional teams
    • Experience with analytical approaches and quantitative methods as well as using customer insights and competitive research to identify and validate CX opportunities
    • Action oriented, independent, self-starter comfortable working in an unstructured, fast paced environment
    • Proven ability to manage multiple, time-sensitive projects and competing priorities simultaneously with minimum guidance and high attention to detail
    • Excellent organizational and written/verbal communication skills
    • Excellent public speaking and presentation skills
    • Proven ability to take complex data/information and communicate it in a clear and engaging format (via reports, presentations, etc.)
    • Strong client service, change management, communication, problem solving and project management skills
    • Deep understanding of hospital operations and pet parent challenges in a medical environment a big plus
    • Experience with business process reengineering a plus
    • Proficient in Microsoft Word, Excel, PowerPoint
    • Ability to travel up to 50% of time across the US and Canada
        R-11795