VP, Customer Experience

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Do you have a passion for transforming customer interactions into meaningful business results? At Spectrum, the VP, Customer Experience is responsible for driving projects and programs to improve the customer experience across every aspect of the customer journey. This includes creating research plans, drawing insights, and developing and leading action plans to enhance the customer experience. Success will be measured by improvements in customer metrics - higher business growth, lower subscriber churn and market recognition for superior service (as measured by NPS). This role must work collaboratively across all functions as the primary advocate for the customer, and to help innovate in all areas by providing data and insights into new products and features.

How You'll Make an Impact

• Identify priority areas of opportunity and translate into actionable strategies
• Drive initiatives across the organization to improve the customer experience
• Design and develop key research insights to drive initiatives to improve the customer experience
• Research, collect, analyze, data and insights to measure customer satisfaction and experience metrics
• Serve as the Customer Experience subject matter expert
• Build and maintain strong relationships to collaborate across different groups to execute on the delivery of data insights strategies
• Provide the customer perspective through appropriate research and insights in support of new business initiatives

• Education
  • Bachelor's degree or equivalent experience
• Experience
  • 10+ years of team management and development
  • 7+ years of experience in designing or developing customer experience
    7+ years of experience in marketing, product development, customer experience and program management
• Skills
  • Demonstrated communication, leadership and presentation skills. This is a very high visibility role with repeated presence in front of the CEO and Executive leadership requiring maturity, experience and skill
  • Outstanding facilitation, brainstorming and collaboration skills
  • Exceptional ability to assess and understand the data to "tell the story"
  • Ability to manage multiple projects while coordinating efforts across a variety of functional areas
  • Understanding of customer experience measurement systems such as the Net Promoter Score
  • Ability to think strategically and translate strategies into implementation plans that drive results
  • Ability to influence internal and external key stakeholders and build consensus
  • Ability to drive results within a matrixed organization

• Education
  • Master's degree preferred
  • Consulting or project experience in matrixed organizations
  • B2C industry focus

• Office environment
• Travel as required