Vice President Customer Experience

Company: Veolia
Location: Paramus
Posted on: March 18, 2023

Job Description:

Job Description

POSITION PURPOSE

VP of Customer Experience is a key member of the organization's leadership team, working closely with other leaders to drive success and achieve the organization's goals. Executive leader in customer service operations across the utility, serving over 2.2 million people and 650,000 customer connections across 6 states. This position plays a critical role in shaping the customer experience and ensuring that it is consistent and aligned with the organization's overall objectives. VP Customer Experience provides thought leadership and strategic consulting and market perspective to key business stakeholders on strategies and risks, including significant trends, competitive positioning and customer satisfaction based on thorough trend, segment and marketing analysis.

PRIMARY DUTIES / RESPONSIBILITIES

* Develop and implement a customer experience strategy and roadmap that aligns with the organization's overall goals and objectives
* Develop and implement strategy for gathering customer feedback
* Identify and implement process improvements to enhance the customer experience, including changes to processes, systems, and technologies.
* Oversee specific aspects of internal capability development and delivery, including definition of the capability roadmap and customer experience, development of the business case, capability specifications and prototyping, documentation of business requirements alongside business partners
* Support the broad portfolio of initiatives by highlighting enhancements to existing capabilities developing new capabilities or standalone pilots
* Partner with Customer Service, Technology and Operations to build a cohesive, compelling, class-leading customer experience
* Create business cases to support the customer experience program roadmap
* Serve as voice of the customer throughout the program development process
* Continually monitor performance data and derive insights from that data to shape the roadmap
* Oversee CIS software support strategy (CC&B)
* Lead cross-functional operations and business transformation projects that deliver best in class service through system consolidation, talent optimization and process excellence, accelerate business results and improve our overall customer experience
* Represent the utility in professional and national organizations (eg. NAWC)
* Develop standard KPI's and audit methodology to assure best-in-class operations, infrastructure, technology, and customer support functions
* Optimize and manage third party vendor relations across business
* Implement and manage cross-functional business integrations including M&A operational due diligence & operations (field service & call center coordination)
* Performs other duties as assigned to fulfill business operational needs and objectives.

WORK ENVIRONMENT

The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal and reading. Sedentary work and the worker sits most of the time, the job is rated for light work. Ability to travel within service territories as needed

Keywords: Veolia, Paterson , Vice President Customer Experience, Executive , Paramus, New Jersey