Job Description

Position Summary

We are seeking a transformational Customer Experience leader to join our team and bring exceptional new experiences to our customers. The ideal candidate will have a strong background in Customer Experience (CX) and Design Thinking, with a proven track record of both delivering changes to customer perceptions, as well as managing customer service teams. This role requires a deep understanding of technology solutions (including Customer Relationship Management (CRM)) systems and the ability to establish a dynamic CX measurement system.

Major Duties and Responsibilities

• Manages and oversees the customer service team, ensuring high performance and customer satisfaction.
• Uses CX and Design Thinking to identify actions that drive positive customer perception and deliver demonstrable improvements in customer loyalty and growth.
• Works across Departments including sales, technology, and finance to implement both near-term and long-term solutions to customer challenges.
• Recognizes the drivers of compelling CX by tracking a portfolio of data points.
• Establishes and maintains a dynamic CX measurement system that enables both strategic and tactical decision-making.
• Updates and maintains a customer journey map, identifying pivotal moments to design and amplify both CX and brand results.
• Serves as CX lead within the Innovation & Experience Team, a task force reporting to the Chief Executive.
• Performs other duties as assigned.

Qualifications/Requirements

Required

• Bachelor's or AB degree in a relevant field.
• Minimum of 4 years of experience in Design Thinking and/or Customer Experience (CX) projects, with at least one year in a project leadership role.
• Preferred experience in a call center or customer service department.
• Proven ability to manage customer service teams.
• Deep knowledge of Customer Relationship Management (CRM) systems.
• Strong communication skills, both written and verbal.
• Ability to work in the office in Falls Church, VA, with hybrid opportunities available.

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