Emory

Director, Customer Experience

Job Number
78993
Job Type
Regular Full-Time
Division
Campus Services
Department
CS Customer Experience
This position may involve the following Health and Safety issues:
Not Applicable
Job Category
Business Operations
Location : Name
Emory Campus-Clifton Corridor
Campus Location (For Posting) : Location
US-GA-Atlanta

Discover Your Career at Emory University

Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the diversity and excellence of our academic community.

Description

The Director of Customer Experience (CX) supports the Campus Services (CS) customer experience as well as the organization's mission, vision, and values (MVV).  This position reports to the Vice President for CS.

 

JOB DESCRIPTION:

  • Assesses and evaluates CS culture through needs and gap analyses, addresses areas of opportunity to ensure seamless processes for alignment across all areas.
  • Engages the campus community to ensure and improve alignment and visibility of MVV.
  • Identifies opportunities to increase employee and customer engagement with CS culture.
  • Builds and maintains close working relationships with key partners to understand priorities and challenges, to support the delivery of seamless and consistent customer experiences.
  • Collaborates and influences teams across businesses and channels to drive forward the CX vision and strategy.
  • Working closely with the CS leadership team, responsible for driving service excellence and for the customer experience across CS.
  • Serves as the voice of the VP's office with the customer, with the authority to drive solutions and operational enhancements.
  • Lead CS-wide CX communication strategies to reinforce our CX vision framework and guiding principles.
  • In collaboration with various internal and external operational entities CX coordinates emergency and contingency communications to ensure clients are informed of service interruptions related to power, water, etc.
  • Responsible for the CS brand, marketing, and creation of a unified platform for understanding the needs of the customers as well as for taking action.
  • Creates and tracks key customer experience metrics and related management dashboards.
  • Ensures that the customer's needs are recognized and addressed, and that the customer is represented in all key decisions, processes, and operational changes.
  • Establishes and supports consistent and effective processes for service recovery across the organization.
  • Leads customer experience mapping efforts and assists in redesigning targeted processes.
  • Maintains a strong and constant focus on continuous improvement and process improvement.
  • Develops, implements and manages building inspection program to proactively service clients thus driving client satisfaction.
  • Influences cross-organizational agreement and approach on how to deliver the greatest value to customers, supporting cross-functional teams and processes crucial to the customer experience.
  • Aligns various business units and departments around centralized goals and efforts.
  • This includes defining what customers value and how to determine the differentiating experience to be delivered.
  • Leverages change management processes, tools, and methodologies to influence and support organizational adoption of CX deliverables.
  • Develops and executes change management communication strategies to support the customer experience measurement and customer experience feedback platform.
  • May lead a small staff focused on customer experience, events, and operations.

MINIMUM QUALIFICATIONS:

  • A bachelor's degree in marketing, business, communications, process engineering, or a related field, and five years of professional experience focused on customer experience, strategy, process design, brand management, business analysis, and at least three years of experience leading a team, or an equivalent combination of education, training and experience.
  • A master's degree and specific experience preferred.

NOTE: This role will be granted the opportunity to work from home regularly but must be able to commute to Emory University on a flexible weekly schedule based upon business needs.  Schedule is based on agreed upon guidelines of department of work.  Emory reserves the right to change remote work status with notice to employee.

Emory Supports a Diverse and Inclusive Culture

To ensure the safety of our campus community, the COVID-19 vaccine is required. For more information on the University and Hospital policies and potential exemptions, please see our website.

Emory University is dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Emory University does not discriminate in admissions, educational programs, or employment on the basis of any factor stated above or prohibited under applicable law. Students, faculty, and staff are assured of participation in University programs and in the use of facilities without such discrimination. Emory University complies with Executive Order 11246, as amended, Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity and affirmative action. Emory University is committed to achieving a diverse workforce through application of its affirmative action, equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Inquiries regarding this policy should be directed to the Emory University Department of Equity and Inclusion, 201 Dowman Drive, Administration Building, Atlanta, GA 30322.

Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week advance notice is preferred.

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