**Director, Customer Experience – Global Strategy & Operations**

Join the esteemed team at blithequark, a global leader in smart, healthy, and sustainable buildings, as we reimagine the performance of buildings to serve people, places, and the planet. As a Director of Customer Experience, you will play a pivotal role in developing and implementing a comprehensive global customer experience strategy that enhances customer satisfaction and drives growth. If you are a seasoned professional with a passion for delivering exceptional customer experiences, we invite you to build your best future with blithequark. **About blithequark** At blithequark, we are committed to creating a better world through innovative solutions that make buildings smarter, healthier, and more sustainable. Our mission is to reimagine the performance of buildings to serve people, places, and the planet. We strive to provide our employees with meaningful work projects, learning opportunities, and a culture that prioritizes their physical, financial, and emotional wellbeing. As a member of our team, you will have the opportunity to develop yourself through challenging work projects and learning opportunities, while being part of a winning team that enables you to build your best future. **What We Offer** At blithequark, we are committed to providing our employees with a comprehensive benefits package that includes: * Competitive salary * Paid vacation/holidays/sick time - 15 days of vacation first year * Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one * Extensive product and on-the-job/cross-training opportunities with outstanding resources * Encouraging and collaborative team environment * Dedication to safety through our Zero Harm policy **What You Will Do** As a Director of Customer Experience, you will be responsible for developing and implementing a comprehensive global customer experience strategy that enhances customer satisfaction and drives growth. This role will involve: * Defining the target customer journey, prioritizing customer satisfaction initiatives across the enterprise, and designing cross-business unit experiences that deliver exceptional customer value * Leveraging customer insights to create global customer profiles that inform the customer journey, ensuring alignment across commercial, service, operations, and billing processes * Collaborating with cross-functional teams to prioritize and implement customer experience initiatives across the enterprise * Developing metrics and KPIs to measure the effectiveness of customer experience efforts and drive continuous improvement * Creating and overseeing the design of integrated customer experiences that span multiple business units, ensuring a cohesive and seamless experience for customers * Analyzing customer data and research to develop detailed global customer profiles based on needs, preferences, and behaviors * Utilizing these profiles to inform the customer journey and drive strategic decision-making * Facilitating alignment among commercial, service, operations, and billing teams to ensure a unified approach to customer experience * Championing customer-centric practices within the organization, fostering a culture that prioritizes customer outcomes * Building strong relationships with key stakeholders to advocate for customer experience initiatives and secure necessary resources * Presenting insights and recommendations to executive leadership to influence strategic direction **Key Responsibilities** * Develop Global Customer Experience Strategy: + Define and implement a global customer experience strategy that aligns with blithequark's business objectives and customer needs + Establish a clear target customer journey that enhances customer interactions at every touchpoint based upon market-back customer insight and research * Prioritize Customer Experience Initiatives: + Collaborate with cross-functional teams to prioritize and implement customer experience initiatives across the enterprise + Develop metrics and KPIs to measure the effectiveness of customer experience efforts and drive continuous improvement * Design Cross-Business Unit Experiences: + Create and oversee the design of integrated customer experiences that span multiple business units, ensuring a cohesive and seamless experience for customers + Identify opportunities to enhance customer value through innovative offerings and streamlined processes * Create Global Customer Profiles: + Analyze customer data and research to develop detailed global customer profiles based on needs, preferences, and behaviors + Utilize these profiles to inform the customer journey and drive strategic decision-making * Align Internal Functions: + Facilitate alignment among commercial, service, operations, and billing teams to ensure a unified approach to customer experience + Champion customer-centric practices within the organization, fostering a culture that prioritizes customer outcomes * Stakeholder Engagement: + Build strong relationships with key stakeholders to advocate for customer experience initiatives and secure necessary resources + Present insights and recommendations to executive leadership to influence strategic direction * Voice of the Customer: + Establish statistical linkages between Voice of Customer insights and financial impacts as well as operational KPIs **What We Look For** We are seeking a seasoned professional with a strong track record of developing and executing customer experience strategies that drive business growth and customer satisfaction. The ideal candidate will possess: * Master's degree in business administration, communications, or other relevant field * Project Management certifications and other relevant certifications (e.g., Six Sigma) * Strong analytical skills with experience in customer insights and data-driven decision-making * Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels * Experience in designing cross-functional processes that enhance customer interactions and simplify operations * A minimum of 7 years of experience in Voice of Customer and Customer Experience Measurement **Performance Criteria** * Develop Global customer profiles/segments and customer journeys * Define key metrics and KPIs to measure effectiveness of customer experience efforts across the enterprise * Provide customer design support for Solution Navigator/Customer Portal **Preferred Qualifications** * Proven experience in Process or Continuous Improvement * Certification in Lean Six Sigma, PMP, or other relevant methodologies **Equal Employment Opportunity** blithequark International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability, or any other characteristic protected by law. **Accommodations** If you are an individual with a disability and you require an accommodation during the application process, please visit here. **Apply Now** Join the esteemed team at blithequark and build your best future. Apply now to become a Director of Customer Experience and drive growth through exceptional customer experiences.