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Director, Customer Experience

Company: Caliber Collision Centers
Location: Lewisville
Posted on: May 20, 2023

Job Description:

Service Center

Job Summary:

Responsible for developing, managing and continuously optimizing exceptional user experience journeys across Caliber internal teams and external consumer/client audiences. This position requires the ability to lead and collaborate cross-functionally with internal teams, merge business and user needs into cohesive experiences, manage multiple external agencies, and architect seamless experiences across audience touchpoints. Utilizing customer insights, UX innovation trends, best practices and business data/goals, this person will continually optimize branded experiences across Caliber business lines (Collision, Auto Care and Auto Glass) - online and offline.

Focus on digital customer experience is growing and expanding at Caliber. This person in this role will have the ability to lead direction and build a new competency. We need a willing individual contributor to pave the way to leadership through data-driven ideas and stellar delivery.

This applicant will be asked to submit their work examples during the interview process.

Essential Job Duties:

  • Lead and participate in collaborative cross-functional teams to consistently deliver intentional end-to-end customer experience across brands, channels and audience touchpoints in user journeys (externally, internally and with key vendor partners)
  • Assess current UX across brands, internally and externally; identify opportunities and quantify financial impact to Caliber; build action plans and budgets accordingly
  • Establish, test, validate and optimize user journeys within current marketing/business technical stack, while simultaneously scaling and adapting to tech evolution; create roadmaps, detailed project plans and phasing of projects to support UX advancements in accordance with enterprise business goals
  • Gather, Interpret and leverage available data to determine improvement opportunities
  • Develop measurement and KPI tracking based on proposed experience changes; ensure performance is being measured and optimized to business goals
  • Build consistent UX and clarity across/between portfolio of brands for each target audience (value proposition)
  • Partner with insights team, as well as regularly leverage sentiment listening tools to keep a pulse on user experience opportunities
  • Act as user experience expert in digital and physical spaces when collaborating with internal teams, technology partners, client partners and other key stakeholders
  • Create, articulate and present strategies, implementation plans, tactical progress, results and data analyses/learnings to stakeholders and the wider business
  • Using data and expertise to challenge current processes with a "test and learn" mindset; Maintain up-to-date knowledge on UX/UI best practices in order to seek, implement and measure better solutions Skill/Requirements:
    • Bachelors in Marketing, Technology, Business, User Experience, Information Architecture, or related degree
    • 5+ years experience developing and implementing customer journeys; solid track record of successfully creating and optimizing online and offline experiences
    • Proven quantitative and analytical skills; should be extremely comfortable with Excel, Google Analytics and other analytical tools
    • Experience with leveraging and optimizing multiple disparate technology solutions internally and externally, across vendor partners
    • Experience with UX planning and architecture software (Lucidchart, Visio, etc.)
    • Experience with planning and executing CX and UX assessments and improvements
    • Curiosity around ever-changing user behavior and consumer insights; ability to hypothesize, partner in research/testing, analyze results and apply key learnings
    • Proven ability to partner across internal and external (agency) teams; Especially with IT teams to prioritize, evaluate, integrate and optimize consumer-oriented technologies
    • Excellent communication and project management capabilities; this role will work across multiple brands and interact with many stakeholders at all levels of the company
    • Self-accountable, proactive, optimistic, strategic and able to execute - someone who wants to create positive change for our customers

Keywords: Caliber Collision Centers, Lewisville , Director, Customer Experience, Executive , Lewisville, Texas

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