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Director, Customer Experience

Date: Nov 26, 2021

Location: Charlotte, NC, US, 28273 NC, US

Company: Jeld-Wen Inc.

Job Title:                     Director, Customer Experience – Service Optimization & Engagement

Reports To:                 VP of Customer Experience

FLSA Status:               Exempt

Revision Date:             06/2021

 

OUR COMPANY

 

JELD-WEN (NYSE:JELD), founded in 1960, is one of the world’s largest door and window manufacturers, with more than 21,000 employees operating in 24 countries globally. Headquartered in Charlotte, North Carolina, JELD-WEN designs, produces and distributes an extensive range of interior and exterior doors, wood, vinyl and aluminum windows and related products for use in the new construction and repair and remodeling of residential homes and non-residential buildings.

Our products and services afford us the opportunity to enter peoples’ workplaces, homes and daily lives. With this privilege comes great responsibility to ensure that the products we deliver are reliable and enrich the places and lives that they touch. We bring beauty and security to the spaces that touch our lives.

 

We act with integrity, invest in people, inspire through innovation, deliver on our promises and improve every day. We are seeking talented individuals who share this purpose and values and want to excel in their field of expertise. We offer excellent benefits, a collaborative environment in which to apply your talent and a dynamic and growing company, with exceptional career progression opportunities.

 

THE ROLE

The purpose of this position is to drive the development of strategic program strategies – and implement customer/partner centric initiatives across the enterprise. This means that you will play multiple roles within our largest and most impactful projects, programs and portfolios that deliver business outcomes. This opportunity will put you in the driver’s seat with first-hand insights into the business and partnering closely with the senior leadership teams to develop and deliver service enablers that drive differentiation and organizational excellence. This position will work with business leaders, and CX peers, to articulate capability gaps and identify solutions to fill those gaps, enabling long term relationships that drive acquisition, retention, and growth. Capability gaps could be and are not limited to organizational design, operating processes, technology and data infrastructure, etc.

Thus, we are looking for an experienced CX professional with a mix of business acumen, cross-functional execution, high emotional IQ and engagement values deeply rooted in DEI to join our team. You will be expected to make a significant impact on the way we look at data, hear our customers, and share those insights with stakeholders. Thus, you must have a robust data visualization/communication mindset to connect JELD-WEN vision, strategy to our new innovative ways of working in support of our Customer & Partner Experience organization

 

 

Principle Duties and Responsibilities

This role requires you to work in a fast-paced environment and be comfortable with change.

  • Directs and oversees the delivery, strategy, and maintenance of CX programs
  • Design, develop, and manage a CX program roadmap that delivers on business goals
  • Understand and keep up with industry trends around feedback collection and closed loop methodologies, specifically related to VOC
  • Present findings and recommendations to all levels of the organization including senior leaders and members of our C-suite, accommodating the needs of stakeholders to make results consumable and actionable
  •  Use a data-driven approach to solving problems like launching A/B experiments to test your hypotheses and conduct user research –
  • Work cross-functionally with JELD-WEN functions like product line management, customer service, care, JEM, engineering, marketing, and sales
  • Anticipate risks, resolve issues, and initiate corrective action as appropriate as it relates to the customers' experience
  • Take an outside-in approach to understand diverse customer personas, their needs and how JELD-WEN can deliver on those needs and drive market share/margin optimization

Knowledge, Skills, Abilities

  • Proven record of managing business objectives tied to quantitative and qualitative measurements
  • Solid analytical skills and demonstrated ability to use data to drive decision making
  • Excellent interpersonal skills, capable of motivating and influencing teams and individuals; ability to work effectively and collaboratively with diverse global teams
  • Excellent written and verbal communication skills and solid attention to detail
  • Curious and innovative approach to work; flexible and adaptable to change
  • Comfortable with data visualization tools like Qualtrics, Medallia, or Tableau
  • Drive leadership awareness, commitment, and accountability for the Customer Journey & VOC experience programs
  • Act as interface between the BU, Sales and CX teams to coordinate BU-specific activities, ensure all resources are appropriately leveraged, measured, and tracked
  • Be the program goal setting & program metric champion for the business driving and tracking high organizational performance

Education and Experience

 

  • Bachelor’s Degree or equivalent experience / education
  • A minimum of 10 (ten) years professional related experience and/or training
  • 5 or more years' experience managing transformational VOC/CRM/ERP programs end-to-end
  • Experience efficiently orchestrating customer/partner forums, analyze and summarize findings, and present findings and recommendations.
  • Experience leading all phases of Strategy, Operations, & Planning management lifecycle Capable of running multiple priorities.
  • Experience motivating change through innovation & process improvement.
  • Experiencing assessing and demonstrating internal and external team strengths, constraints, and corporate culture to enable effective change management.
  • 3+ direct leadership experience with diverse customer facing teams
  • 2+years demonstrated experience incorporating DEI initiatives into CX optimization strategies   

 

JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

Unless explicitly requested or approached by JELD-WEN, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.


Nearest Major Market: Charlotte