Director of Customer Experience

• Lead a customer first mission representing our customers using customer data and in-market insights to balance the needs of our customers with those of the business, emphasizing specific ways different roles can make a difference in customer lifetime value, to drive continuous improvement, driving customer outcomes, product adoption and customer experience.
• Define and optimize customer lifecycle by driving programs, effective communication, and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement, which will aide educating executives and employees about customer service realities, expectations, moments of truth, goals, improvement and innovation techniques and engagement opportunities.
• Champion and leverage data sources such as the choice of customer, insights and analytics, and customer journey mapping to fully understand our customer’s experience while focusing daily on delivering value to the company, solving customer experience problems, and realistically developing new opportunities.
• Develop and lead strategic initiatives and systematic actioning on customer experience insights by cross-functional representatives that drive customer satisfaction, retention, and long-term value, prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.
• Research and advise executive leadership on new technologies and/or vendors to improve productivity and customer engagement o ensure best in class support and tools
• Drive positive experiences that create customer surprise and delight while building on insights and the voice of the customer as derived from qualitative and quantitative customer health data. Lead customer care team. In additional, develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers.
• Build and maintain a company-wide process for chartering small, cross-functional teams solving for specific customer experiences, prioritizing them, allocating resources, and holding them accountable. Influence ease-of-work and ease-of-doing business as a key stakeholder for services development and realization, go-to-market, employment engagement and other endeavors across the company.
• Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
• Provide work direction and oversight to Experience Manager, Learning Project Specialist, Business Analyst, Experience Specialist and Experience Coordinator

• Bachelor’s degree or equivalent combination of education and experience. 7-10 years of leadership, implementing, sustaining customer experience improvement programs and strategy.
• Presentation skills- create, coordinate, and deliver strategic and detailed projects to all levels on a regular basis.
• Decisive leader with the ability to understand the needs, preferences, demographic data, trends, and issues affecting our various markets, market segments, and customers.
• Organization/Business Unit Knowledge- understanding of the strategy, structure, culture, systems, processes, information sources, and interdependencies of our company.
• Knowledge of Products/Services- understanding the technical aspects of our products and services including features, benefits, and uses or applications.
• Problem Solving/Opportunity Identification- using participative processes to define problems, identify causes, and select solutions that optimize performance and stakeholder ownership and acceptance.
• Ability to travel up to 30%

CULTURE AND BENEFITS

“Be Orange. Be You” is how we express our belief that by embracing our differences and empowering you, we’ll be a stronger team able to accomplish what otherwise wouldn’t be possible. This Orange spirit has helped us become the #1 innovative window and door brand* and the one homeowners love the most. ** It’s also why we’re committed to supporting you to approach each day with a bright outlook.

Benefits include, and are not limited to:

• Medical/Dental/Vision/Life Insurance
• Health Savings Account contributions
• Paid holidays plus PTO
• 401(k) plan & contributions
• Professional development and tuition reimbursement opportunities
• Charity contributions
• Nationwide career opportunities

We look forward to seeing how your unique skills, background and experiences will inspire our team and help us continue to be the leader we are today.

In 2024, Andersen has set a profit-sharing target of $4,000 per eligible employee, prorated as appropriate. Profit sharing will be paid out in quarterly installments to provide eligible employees with payments throughout the year, with payment amounts tied to quarterly operating profit performance.

Andersen is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law.