Vice President, Customer Experience

Description

Position Overview

The Vice President of Customer Experience will be a key member of the leadership team whose charter is to drive the digital transformation of Zones. We are looking for an individual who want to make an impact and grow professionally. Specifically, the VP will lead customer experience related initiatives of Zones' digital transformation.

We recognize and emphasize that digital transformation is more than a technology initiative. It is about successfully addressing business operating model, people, process and enabling digital/AI platforms. The successful candidate will have to approach the customer experience from a perspective broader then just digital experience. The VP will be a key partner in refining customer experience strategy that would impact organizational alignment, internal operating model and how customer digital/AI technologies are leveraged. In addition, the candidate will be responsible for driving multiple customer experience initiatives and be actively engaged with the multi-disciplined matrixed team.

Zones is a diverse technology company with $2 billion USD revenue with clients ranging from mid-market companies to Fortune 500 enterprises. Our business model is complex, and we are changing from being a product sales company to becoming an IT solutions and services company. That will require us to transform how we interact with our customers, what steps we take to empower our team members, and how we optimize our internal operations and our interactions with vendor/partners.

Key Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Vice President, Customer Experience is primarily responsible for:

• Leading the customer experience program, including the design or prototyping phase for new experiences
• Thought leadership and problem solving
• Partnering with marketing, sales and operations to understand customer expectation and requirements
• Maintaining weekly reporting and commentary regarding progress
• Assessing status and identifying risks that may impact progress
• Closely working with customer experience teams
• Actively engaging in problem solving
• Guiding the teams from overall perspectives and cross dependencies
• Ensure resources are available and engaged
• Closely collaborating with technology teams
• Monitoring the progress of deliverable
• Assessing the skills sets and performance of team members and SMEs
• Conducting regular reviews with teams to gauge performance against objectives
• Developing and managing the customer feedback mechanisms (council, surveys, online feedback, etc.)
• Driving the customer engagement improvements by using customer journeys and process optimizations/automation
• Maintain the roadmap for the customer portal
• Build metrics for tracking the impact of improvement to customer experience
• Formulating plans to communicate, train stakeholders, and implement approved changes for driving the transformation

We are seeking candidates with the following experience and skills:

Who You Are

You have a unique blend of business and technical savvy in the digital world, a big-picture vision for customer strategy and ability to effectively map a desired outcome. You possess the delivery know-how to translate vision into reality. Ideally the breadth of your experience will span customer facing technologies, business operations, and a consulting background.

You possess intellectual curiosity, out of box thinking, strong problem-solving skills, excellent communication skills, and an ability to work and influence across multiple stakeholder groups.

You Possess

• Strong executive presence, including the ability to partner with and effectively influence multiple stakeholders
• The ability to work with both business and technology stakeholders
• Experience building strong relationship across stakeholder groups with the ability to effectively influence and communicate across various business groups at senior levels.
• Creative problem-solving skills, strategic thinker, and high degree of intellectual curiosity
• The ability to understand the impact of technical changes and to articulate high-level technical solutions to address business problems and to absorb new concepts quickly
• Excellent communication skills and positive attitude.
• Extensive experience with defining and driving customer experience projects
• Knowledge of developing insights-driven customer centric business operating models, including leveraged analytics, market research, customer persona and journeys
• Management of customer portal as product owner and mechanism building (customer advisory boards, satisfaction surveys, etc.) to collect customer feedback
• Extensive knowledge of Digital and AI technologies

Education:

• Bachelor's degree
• MBA or relevant advanced degree preferred

Zones offers a comprehensive Benefits package

While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more.