Customer Experience Director - Call Center

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

The Center of Excellence Customer Experience Director, establishes and drives a continuous feedback loop for complex processes, capabilities, and / or tools utilized by the customer experience [CX] operational teams and clients. Leveraging an expert understanding of assigned portfolio and associated business rules, performance requirements, risks, and controls and interactions between dependencies, minimizes risk of operational failures, eliminates redundancies, and drives performance necessary to achieve efficient, effective execution. Supporting alignment of process, capability and / or tools to overall experience strategy and vision, proactively collaborates with enterprise partners combining thought leadership and influence to drive the development, delivery, and optimization of frictionless experiences for internal and external customers.

Your role in our mission

• Serve as subject matter expert overseeing the operational health and value of assigned portfolio of functional processes, capabilities, and tools by monitoring key performance indicators, and informing stakeholders of deficiencies, recommending improvements, identifying, and mitigating operational performance risks / issues, etc. – driving collaborative efforts to ensure seamless experiences and realization of ROI against CX requirements.
• Apply expert knowledge of functions within portfolio and serve as subject matter expert on efforts to ideate, develop, implement, and optimize business deliverables specific to processes, capabilities, and tools to materially change and improve business performance.
• Demonstrated ability to learn and adjust based on feedback and make decisions based on client needs. Seek out and use different ideas and viewpoints. Design from the customer point of view. Think beyond a single interaction - design, deliver and support great end-to-end experiences.
• Provide diverse perspective to leverage multiple ways of thinking while continuously evolving end-user [client and / or employee] solutions specific to functional processes, capabilities, and tools.
• Proactively monitor, measure, and manage business operational risk associated with processes, capabilities, and tools utilization using established methodologies and exercising front line control plans to ensure alignment with business unit specific requirements, process requirements, and business needs.
• Establish continuous feedback loops to improve the flow of transactions and propel frictionless experiences.
• Develop and deliver …