Customer Experience Director Resume Samples

The Customer Experience Director is responsible for creating and implementing customer experience strategies, and initiatives to ensure customer satisfaction and loyalty. The most common work activities depicted on the Customer Experience Director Resume are – developing customer experience strategies and initiatives that support organizational objectives, analyzing customer feedback and data to identify areas for improvement, designing and implementing customer experience programs, processes, and initiatives; monitoring customer service performance, customer feedback, and identifying customer service training and development needs.

Apart from possessing a strong understanding of customer service and customer journey, the following skills are also required to shine in this occupation – customer service and customer experience management, knowledge of customer feedback analysis tools, knowledge of customer service standards, the ability to use customer feedback to drive change, and knowledge of customer journey mapping. A bachelor’s degree in business, marketing, or a related field is the needed education. Some employers may want additional certifications in customer experience management or customer service.

 

Customer Experience Director Resume example

Customer Journey Director Resume

Summary : As a Customer Journey Director, passionated about developing, meeting, and exceeding training, branding, and customer service goals within a variety of environments and situations including start-ups, turnaround, and high growth. I consistently established a sense of organizational purpose and quickly identify training needs, branding themes, and customer service improvement opportunities.

Skills : Lean Six Sigma professional certificate, Change Management Specialist certificate, Project Management.

Customer Journey Director Resume Model
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Description :

  1. Directed and oversaw all aspects of the Adult Ministry team to create and curate transformational and sanctifying resources.
  2. Championed and empowered teams to cast strategic vision to inform the changing landscape of churches and discipleship ministries.
  3. Sought to grow kingdom impact of discipleship content by creating solutions with excellence that are informed by education and ministry best practices.
  4. Cross functionally led new ongoing curriculum projects involving theological reviews, content editing, product design, marketing initiatives, coordination of digital products, author procurement, and other supporting activities.
  5. Identified and develops new products for future ministry pipelines and opportunities for product enhancements, relying on insights from both internal (including other business, ministry, and supporting areas) and external relationships (churches, ministries, seminaries).
  6. Provided input and oversight regarding in-person and digital consumer experiences for ongoing curriculum products.
  7. Assigned budgets for projects, measures other key performance indicators for analysis and communicates ROI (both monetary and non-monetary) for future planning.
                Years of Experience
                Experience
                7-10 Years
                Experience Level
                Level
                Senior
                Education
                Education
                BA In Communication


                Director Of Customer Experience Resume

                Summary : A catalyst for Director Of Customer Experience, innovation, and retail design driving change in big box stores through shop local retail both domestic and internationally. Diverse experienced ranges from multi-level flagship environments to mall pop-up shops. Leveraged background to streamline processes and anticipating next steps to drive change. Led multi-faceted design teams directly and remotely worldwide.

                Skills : Design, Retail, Development, CAD, Customer Experience, Design Thinking, Innovation.

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                Description :

                1. Recommended order prioritization strategy and collaborate with internal partners to design the order prioritization logic to be used in order to optimize the order fulfillment process to ensure Amplify delivers on its commitments to customers.
                2. Collaborated with internal Supply Chain partners including Inventory Management and Warehousing in the creation of guidelines and logic for allocation of inventory across warehouses and assembly decisions (KOTF, number of loose picks, etc.).
                3. Collaborated with internal Supply Chain partners including Inventory Management, Fulfillment and Shipping to develop guidelines and logic for batching orders to increase efficiency and reduce shipping costs.
                4. Identified Order Fulfillment process pain-points and make recommendations on potential solutions or improvements from a process, system or staff capabilities perspective to the Vice President of Operations.
                5. Facilitated the solution implementation process across key collaborators (e.g., Biz systems) with the support from the Supply Chain Operational Excellence team
                6. Identified system and data requirements to automate key processes and optimize order fulfillment activities and communicate them to System Support team within Operational Excellence; collaborate with Excellence and Biz Systems as needed to build system capabilities (e.g., NetSuite & Salesforce) or to design and implement solutions out of the system to successfully deliver on the Supply Chain teams goals.
                7. Supervised and monitored the teams daily workflow and delivery of high quality service to customers by ensuring all kit cases are processed accurately to facilitate timely delivery during peak and non-peak seasons.
                        Years of Experience
                        Experience
                        10+ Years
                        Experience Level
                        Level
                        Management
                        Education
                        Education
                        Bachelor's Degree In Marketing


                        Senior Director Of Customer Experience Resume

                        Summary : To obtain a challenging Senior Director Of Customer Experience position where I can bring my vast experience of management, sales and customer service in order to exceed my monthly performance quotas.  Streamlined operational logistics and procedures creating seamless and integrated processes focused on an elevated customer experience consistent to brand standards.

                        Skills : Customer Focus, Leadership, Strategic Thinking, Data Analysis.

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                        Description :

                        1. Developed and articulated YETI's retail strategy across all levels of the organization and all regions.
                        2. Led a talented team of U.S. Store Experience Leaders, Team Leads, and Guides.
                        3. Monitored sales performance, customer feedback, non-selling activities, and team structures, and identify solutions to drive consistent business performance.
                        4. Ensured high customer service standards and product knowledge are maintained across all store operations.
                        5. Ensured stores achieve monthly revenue and profitability goals.
                        6. Reviewed and analyzed monthly operational and overhead expenses and risks, and strategize areas to improve efficiency and reduce costs; Identified innovative action plans with store leadership.
                        7. Provided guardianship of the customer by critically analyzing their needs to accurately inform company strategies.
                        Years of Experience
                        Experience
                        7-10 Years
                        Experience Level
                        Level
                        Senior
                        Education
                        Education
                        BA In Communication

                        Assistant Director Of Customer Experience Resume

                        Objective : As an Assistant Director Of Customer Experience developed, led, and implemented customer-centric integrated communication strategies that drive brand loyalty and a superior customer experience in addition to supporting brand awareness, program growth, and revenue growth. Managed internal and network communications, as well as a content strategy for PLTW Team Members and the PLTW network of administrators, educators, and students. 

                        Skills : Communication, Problem-Solving, Change Management, and Project Management.

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                        Description :

                        1. Developed a deep understanding of the products within the portfolio to best support strategy and messaging.
                        2. Informed marketing collateral, presentation components and other needs within campaign development.
                        3. Developed professional development plans for school districts, and work in tandem with the sales team to effectively describe the benefits of the plans as part of negotiation of contract awards, and ultimately, implementations.
                        4. Coached, developed, and mentored team members, in order to maximize results and build capacity within skill set.
                        5. Supported the development of a TX-based per diem cadre when scale is necessary inside of a campaign.
                        6. Worked closely with the Director of Campaign Strategy, District Managers and Sales Representatives to align desired outcomes, debrief customer interactions, drive strategy, assess competition, and generally collaborate within the sales process.
                        7. Supported pre-campaign product development, marketing and process function, as requested by VP of Sales.
                                  Years of Experience
                                  Experience
                                  2-5 Years
                                  Experience Level
                                  Level
                                  Junior
                                  Education
                                  Education
                                  Bachelor's Degree In Psychology

                                  Associate Director Of Customer Experience Resume

                                  Objective : As an Associate Director Of Customer Experience, Developed and implemented effective communication strategies to provide support to PLTW Team Members to keep them informed of organizational updates and news; including key message creation, communication plan development, subject matter expert coordination, and ability to provide oversight of execution.

                                  Skills : Planning, Coordinating.

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                                  Description :

                                  1. Ensured compliance with ACS policies, including employment, risk management, event, and cash handling, data management, and financial controls.
                                  2. Modeled and fostered behavior that establishes a culture that values the staff/volunteer partnership, and is consistent with the cultural beliefs and values of the Society.
                                  3. Worked collaboratively with the National PLD and Regional PLDs to support overall organizational goals.
                                  4. Fostered a culture of positivity, commitment, and hard work to align with the organizational goals.
                                  5. Demonstrated strong communication, leadership, collaborative spirit, and adaptability.
                                  6. Partnered with research, data science leads and business unit stakeholders to build a new segmentation approach to help expand knowledge of their customer market by providing a holistic view spanning internal, external, and behavioral economics that also size and prioritize the market.
                                  7. Guided business unit stakeholders on how to use segmentation to create value and enable strategic goals. 
                                            Years of Experience
                                            Experience
                                            2-5 Years
                                            Experience Level
                                            Level
                                            Junior
                                            Education
                                            Education
                                            Master's Degree In Marketing

                                            Customer Experience Director Resume

                                            Summary : As a Customer Experience Director, Led a team of curriculum specialists for the state, as part of the sales organization, in support of annual revenue targets, sales campaigns, and successful customer implementations. Developed sales presentation strategy, outlines / slide decks, and messaging as part of go-to-market preparation.

                                            Skills : Developmental Skills, Directing.

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                                            Description :

                                            1. Developed engaging, high-quality educational content for understanding client flow, best practices (by persona or vertical), and onboarding to the product, using remarkable creative assets.
                                            2. Drove effective product enablement in product releases working closely with PMM.
                                            3. Scaled internal education systems to ensure all employees have access to accurate product information and messaging.
                                            4. Scaled our ability to create multimedia educational content by working with both internal and external creative teams.
                                            5. Developed a strategy for effectively partnering with, supporting, and leveraging our partner ecosystem to position Honey Book as the leading client flow platform for independent businesses.
                                            6. Developed innovative programs that educate independents.
                                            7. Actively collaborated with all development team members, Marketing, Cancer Control, and ACS CAN staff to maximize success; leveraged opportunities to expand engagement of constituents through collaborative account planning.
                                                    Years of Experience
                                                    Experience
                                                    7-10 Years
                                                    Experience Level
                                                    Level
                                                    Senior
                                                    Education
                                                    Education
                                                    Bachelor's Degree In Marketing

                                                    Customer Experience Director Resume

                                                    Summary : As a Customer Experience Director, I Led and executed a complex, large-scale premier event with accountability for a million-dollar-plus income target as well as mission and advocacy integration. Ensured goal achievement through the effective leadership, engagement, empowerment, and mobilization of diverse partners, constituents, and volunteers.

                                                    Skills : Volunteer, Customer Service, Leadership.

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                                                    Description :

                                                    1. Managed, coached, developed, and trained a small team of development staff, each responsible for substantial contributions to an account and revenue achievement.
                                                    2. Engaged, recruited, stewarded, trained, and managed relationships with volunteers and customers to successfully execute fundraising plans and achieve revenue goals.
                                                    3. Managed volunteer and customer retention, recognition, and pipeline development, with a focus on high-impact relationships and key volunteer leadership roles.
                                                    4. Led the development of relationships and engagement of target partners, organizations, corporations, and individuals.
                                                    5. Implemented best practices for revenue growth, adjusting to customer experience survey results and feedback; drove and encouraged creativity and innovation resulting in new revenue opportunities.
                                                    6. Monitored financial expenditures and progress to budget and takes appropriate measures to meet top and bottom-line goals ensuring a high return on investment.
                                                    7. Engaged the community to create relevantly, best-in-class experiences for priority constituents including participants, teams, sponsors, cancer survivors, and caregivers; ensured event and activity details are expertly executed.
                                                                      Years of Experience
                                                                      Experience
                                                                      10+ Years
                                                                      Experience Level
                                                                      Level
                                                                      Management
                                                                      Education
                                                                      Education
                                                                      Bachelor's Degree In Psychology

                                                                      Customer Experience Director Resume

                                                                      Objective : As a Customer Experience Director, Supported and implemented lifecycle management plans and goals. Directed and led technical support units across multiple service areas. Designed developed, implemented & maintained technical projects, systems, and assets. Created functional strategies and technology solutions for functional areas and manages budgets/policies/procedures to support the functional areas.

                                                                      Skills : Designing, Developmental.

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                                                                      Description :

                                                                      1. Managed performance goals for the Division.
                                                                      2. Set and conducted training for all employees.
                                                                      3. Organized and led team meetings for 26+ communities and offer support through Customer Experience.
                                                                      4. Set and managed Divisional meetings.
                                                                      5. Oversaw a large volume of calls daily.
                                                                      6. In charged of updating and sophisticating outdated programs and streamlining operations to promote efficiency.
                                                                      7. Improved and differentiated the customer experience while considering the impact on operations.
                                                                      Years of Experience
                                                                      Experience
                                                                      2-5 Years
                                                                      Experience Level
                                                                      Level
                                                                      Junior
                                                                      Education
                                                                      Education
                                                                      Bachelor's Degree In Marketing

                                                                      Customer Experience Director Resume

                                                                      Headline : As a Customer Experience Director developed and articulated a retail strategy while having a strong understanding of the details of the business at the store level. Experienced creating and driving best-in-class retail experience within a premium brand, Experienced setting and meeting retail KPIs and driving operational excellence and sales performance.

                                                                      Skills : Strategic Thinking, Sales.

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                                                                      Description :

                                                                      1. Led the aggregation of the customer experience across multiple marketing vehicles and 1,110 stores for $12.5 billion Best Buy & Magnolia brands Home Theater businesses.
                                                                      2. Identified and greatly reduced consumer confusion and disappoints within Best Buy's 3D and IPTV business resulting in better engagement and purchase conversion increase of $135 million.
                                                                      3. Researched the $100 million project budget in detail and was able to eliminate overages, and suggested changes to reduce cost but maintain customer experience resulting in a $65 million budget reduction.
                                                                      4. Negotiated development of in-store merchandising and multichannel content creation in-house to achieve launch date and exceed budget expectations.
                                                                      5. Realized overall savings of $1.5 million on a budget of $10 million.
                                                                      6. Instituted a digital signage program increasing promotional nimbleness and reducing lead times from 4 weeks to 4 days.
                                                                      7. Program increased awareness of weekly deals and delivered annual cost savings of $140,000.
                                                                                Years of Experience
                                                                                Experience
                                                                                5-7 Years
                                                                                Experience Level
                                                                                Level
                                                                                Senior
                                                                                Education
                                                                                Education
                                                                                Bachelor's Degree In Psychology

                                                                                Customer Experience Director Resume

                                                                                Summary : As a Customer Experience Director, Experienced with designing or building Learning Management System (LMS) solutions, including working with product teams to design custom features and track user success metrics in various ways, including course actions, surveys, and evaluation metrics such as Kirkpatrick.

                                                                                Skills : Directing, Instrumentation.

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                                                                                Description :

                                                                                1. Selected to guide branding start-up with emphasis on all aspects of business operations that are customer-facing including communications, customer service, training and development, brand standards, marketing, website, and external messaging development.
                                                                                2. Selected to vision and build internal and external customer service, branding, marketing, and Associate performance standards.
                                                                                3. Instrumental in building foundational operations standards, policies, and metrics.
                                                                                4. Designed training materials and an online curriculum to support an industry-leading iPad marketing and sales initiative designed to differentiate the company from the competition and enhance reputation management.
                                                                                5. Designed customer experience metrics and implemented standards for every community and the company, including e-push materials, websites, monument development, sign development, and management office branding visuals.
                                                                                6. Authored and executed all public relations and media communication materials.
                                                                                7. Served as the company's spokesperson to protect brand reputation and build brand awareness and respect.
                                                                                Years of Experience
                                                                                Experience
                                                                                10+ Years
                                                                                Experience Level
                                                                                Level
                                                                                Consultant
                                                                                Education
                                                                                Education
                                                                                Bachelor's Degree In Marketing