**VP, Customer Experience**

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**Description**

****THIS POSITION CAN SIT REMOTELY**

Summary**

The Vice President of Customer Experience will be instrumental in building a world class customer center of excellence group and be a leading force in implementing cutting-edge customer experiences. This person will serve as a business competitive landscape expert, have a relentless focus on innovative strategic thought leadership in the development of customer experience strategy across various customer touchpoints (Contact Center, Website, IVR, and Written Correspondence, etc.) as well as translation of the vision into tangible business goals and capabilities. The Vice President sets the vision, strategy, goals, fosters collaboration, and motivates a team to achieve outstanding results and exceed customer expectations. S/He will use excellence business acumen to drive continuous improvement opportunities, facilitate stronger partnerships with other leaders and thought partners and stakeholders across Freedom Mortgage to drive our Customers for Life strategy across the organization.

**Essential Job Functions:**

* Develops and coach team to build their capability and to create best in class methodologies for conducting advanced customer analytics and applying customer insights to drive business growth, retention and ongoing process transformation.

* Leads the implementation of processes, technology/tools, education and best practices to increase adoption of customer insights.

* Evaluates how future technology solutions and methodologies affect current and future business strategies and practices always with a customer/end-user focus

* Lead all design activities from end user research through conceptual designs, through to wireframes and visual designs that specify a high usable transactional experience across business

* Keeps current with emerging technology applications and business trends; identify best practices from these trends to implement

* Establishes customer experience benchmarks across key areas of customer interaction, implement any additional metrics required to understand performance and provide ongoing reporting.

* Identify and prioritize opportunities to improve and enhance the customer experience through voice of customer feedback, defect identification and elimination, customer monitoring and direct customer outreach

* Serves as the leading voice of the customer and act as a customer experience advocate in considering decisions that will impact the customer; leads the Customer Experience transformation

* Leads Customer Experience planning across the end-to-end customer journey including journey mapping, primary research, personas and omni-channel segment behavior

* Leverages information learned from analyses to develop ways to improve operations and manage expenses. Collaborate with others to implement changes related to the analysis and monitoring of new or improved policies, procedures, practices, and standards

* Continuously drives improvements in process and practices, and makes game-changing recommendations

* Develops tools to measure effectiveness of customer engagement. Defines operational metrics, establishes system for tracking metrics and creates cadence for review

* Customer Experience budget management includes resource expense management and consulting/contact center technology budget management

**Other Related Duties:**

Performs other related duties as assigned.

**Supervisory Responsibilities:**

* Responsible for one or more departments or programs

* Typically reports to Chief Officer

* Directs more complex and varied work

* Has full budget responsibilities for respective department(s) or program(s)

* Recommends and authorized policy implementation for the department or program

* Has full HR responsibility for staff direct reports

**Education and/or Experience:**

Bachelors Degree from a Four (4) year College or University; or six (6) to eight (8) years related experience and/or training; or equivalent combination of education and experience.

* Hands on experience building out a customer success function: processes, systems, roles and teams

* Setting priorities, meeting deadlines and consistently producing high quality work

* Building a successful track record of team building and performance management

* Utilizing contact center technology to achieve the highest level of results

* Managing, processing and applying large quantities of information quickly and accurately

* Making decisions in a fast-paced organization

* Planning, executing and displaying detailed qualitative and quantitative analysis and problem-solving skills

* Managing multiple large projects

* Analyzing and improving processes

* Communicating with management, customers, product lines and other employees in an effective manner and style using oral, written or presentation skills to convey results, resolutions, or new information to drive business results.

* Formal training, certification and/or expertise in the Customer Experience (CX) discipline

* Strong empathy for customers AND passion for revenue and growth

* Experience leading a Customer Success team of 15+ employees

* Ability to travel 30 to 40% of the time to all contact center locations and the corporate campus

**Work Experience:**

* Minimum of 7+ years of experience in a customer centric or customer advocacy role in a high performance service environment that has consistently demonstrated Service Excellence with demonstrated significant measurable results

* Strong customer focus, leading and designing customer centric quality and experience internal and external measuring tools

* Proven people leadership effectiveness, balancing the needs of the customer, employees and the shareholders interest

* Proven ability to influence across organizational boundaries, obtaining shared mindset and execution for results

* Experience managing cross functional initiatives

* Highly developed interpersonal skills; a leader who can be as effective through influence with or without positional authority

* Experience leading transformational initiatives

* Proven ability to innovate and improve processes and outcomes

* Experience Net Promoter or Customer Satisfaction Survey processes

* Six Sigma Black Belt certification is a plus

* Strong quantitative, analytical, benchmarking and statistical skills required

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**Benefits**

**Career development and advancement**

Working at Freedom, you have the chance to invest in yourself. From on-the-job training to advancement opportunities, and from tuition assistance to our annual internal leadership conference, were focused on upskilling, achieving, and celebrating.

**Philanthropy**

We run huge company-sponsored donation events and contests, as well as offer paid volunteer time so you can commit your support to the causes which you care about most.

**Holidays and paid time off**

We offer ample paid time off including multiple paid holidays because your downtime and well-being are just as important to us as your time in work mode.

**Your Wallet**

Our salaries are competitive rewarding your experiences, contributions, and hard work. We also have a 401K plan which provides a matching contribution.

**Medical**

We offer several medical benefits plans and options to choose from including dental, vision, disability and life insurance, dependent care and flexible spending.

**Pet insurance**

Pets are part of the family too! We offer comprehensive vet insurance to make sure your cats are cared for, your pups are prioritized, and your lizards looked-after.

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* Jacksonville, FL

* Servicing

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