Senior Director CX Advisory Services

Company: Transcom
Location: Denver
Posted on: November 14, 2024

Job Description:

General Information











Location



Work at Home




Job ID



2729




Job Category



Business Development




Language Requirement



English


















Description & requirements











Description



Are you passionate about the Customer Experience?Do you have experience establishing global methodologies supporting CX management?What's in it for you?

• Health benefits for you and your family, including medical, dental, vision
• 401(k) investment options with employer match opportunities
• Paid Vacation Time
• Remote, work-from-home
• Great work/life balanceJoin our Transcom family as a Director of CX Advisory Services! The Advisory Services team offer data and analysis driven advice based on a clear understanding of the end-to-end customer experience. We identify improvement opportunities and recommend solutions targeting pre-defined outcomes related to customer satisfaction levels and business objectives. This organizational function is built to ensure that we maintain a platform for communicating our CX capabilities, and to continuously deliver value-add services to our current and prospective customer base. As a Senior Director for CX Advisory Services, you are responsible primarily for the implementation, productization of our strategy, and effectively taking the value proposition of our service offerings to the market. It is also your task to ensure that there is a clear and effective model for communicating our global CX capabilities, while keeping aligned and supporting our digital and innovation priorities. You will be collaborating with other Practice Leaders, Domain Experts, and Product Managers who, together with yourself, are tasked to manage and support projects for existing and prospective clients.
  What we are looking for: ResponsibilitiesCustomer Experience Advisory
  
  • CX Management
    • Build, standardize, and establish global methodologies supporting CX management
    • Oversee the delivery of projects focused on both CX management and business process improvements of our existing clients and/or prospective clients
    • Taking ownership of developing CX Solutions to fit client requirements
    • Customer Insights and Analytics
      • Deliver customer-centric analytics that are related to the evolution of the customer experience
      • Deliver business-centric insights and recommendations that are aimed towards the achievement of our clients' overall business objectives Commercial Excellence
        
        • Drive the development of our Business Value Proposition
          • Contribute to the conceptualization and development of Solution Sets and Value Proposition across teams (primarily with Product Management, Digital Teams, Sales, and Solutions) by sharing findings and results from insight-driven research
          • Be directly engaged and participate in the collection of information, generation of insights and recommendations to address various business opportunities
          • Innovation
            • Contribute to (or in most cases, take the lead in) organizational efforts and initiatives that develop the go-to-market strategies of innovation pipeline
            • Assist in establishing a solid process that supports the strategic implementation of innovation ideas, innovation pilot plans, and innovation priorities
              Profile RequirementsWho You Are:
              • You are focused on results and satisfying the needs, demands and expectations of clients in an excellent and efficient manner; involves striving to ascertain and resolve client problems.
              • You have the capacity to effectively determine targets and priorities of your task, area or project and specify the stages, actions, deadlines, and resources required to attain your objectives.
              • You have the ability to identify and analyse information, situations or problems with the aim of generating different solutions and undertaking actions that enhance opportunities or facilitate the resolution of problems in order to decide what is in the best interests of the organisation, with an appropriate risk analysis resulting in achieved objectives, improved results, maintained quality and responsibility taken for the decisions made
              • You are a leader, capable of driving the action of a group in a certain direction, inspiring values and anticipating development scenarios; this involves establishing and monitoring objectives and providing feedback, integrating the opinions of others and in this manner making team development possible
                Professional Qualifications/Specific Knowledge:
                • Minimum five years of experience in a similar post, demonstrating capabilities of establishing Customer Experience Management teams within large organizations.
                • Experience in implementing global CX strategies, i.e., experience and knowledge in deploying value add services, innovation ideas, and CX processes.
                • Experience and interest in managing and effectively communicating with cross-country team members
                • Knowledge and experience in working with various Customer Experience Management structure and models
                • High flexibility within different types of working environment
                  Languages:
                  • English: C1 - Effective Operational Proficiency or Advanced.
                    Competency Profile (Core Competencies):
                    • Focus on Results - Taking ownerships of the achievement of his/her objectives and demonstrating determination to succeed and showing final results.
                    • Effective Communication - Communicates in a clear, precise, and structured way, speaks with authority and conviction, presents effectively.
                    • Impact and Influence - Makes and impact; convinces and persuades others; promotes plans and idea successfully.
                    • Business Development - Identifies and seizes commercial opportunities; has strong positive impact on business growth and profitability.
                    • Initiative and Responsibilities - Acts on own initiatives, follows own direction, makes things happen and accepts responsibility for the results.
                    • Systematic Approach - Uses a methodical and systematic approach; plans ahead, defines clear priorities and allocates resources effectively.
                    • Innovation - Procedures fresh and imaginative ideas and solutions; breaks away from tradition; promotes change and novelty.
                    • Self Development - Openness and willingness to learn new concepts, strategies, and methodologies.
                      Location RequirementsMust live and work in the United States.
                      
                      What Life at Transcom is like!
                      Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals.
                      Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #10 on their list of the Top 100 companies to watch for remote work in 2024.
                      At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.
                      We are the voice of our clients. We are Transcom.
                      We are passionate about people and look forward to meeting you!
                      
                      
                      
                      
                      
                      

Keywords: Transcom, Littleton , Senior Director CX Advisory Services, Executive , Denver, Colorado