AVP Customer Experience Delivery

US-TX-Fort Worth
Requisition ID
2017-30024
Employee Type
Full Time-Regular
Category
Customer Experience / Customer Service

Overview

BASIC FUNCTION:

The AVP Customer Experience Delivery is responsible for developing implementation plans relative to Customer Experience functions, including digital, marketing, customer retention and remarketing projects and initiatives that support the strategic vision.  This officer collaborates with cross-functional project teams and management with a focus on delivering on-time projects that meet the established business objective. The AVP Customer Experience Delivery collaborates with resources from other functional areas including Information Technology, Consumer Servicing, Risk Management, Legal, Compliance, and Internal Audit.

Responsibilities

JOB DUTIES:

  • Work with cross-functional teams to ensure on-time delivery of Customer Experience projects in the product stream.
  • Serve as the Workfront administrator to monitor and report project requests, status updates, and task completion as it relates to Customer Experience projects. Track project progress, prepare summaries, and communicate status to the organization, including executive management.
  • Assist in prioritization of projects to optimize throughput and manage awareness of conflicting initiatives.
  • Coordinate efforts with internal segments including business leadership, creative teams, Business Systems Analysts, the Project Management Office, Quality Assurance, and development, as well as GM and external vendor development teams to ensure successful production releases.
  • Work with project teams to resolve any issues and solve problems throughout the project life cycle.
  • Promote a cooperative and productive work environment and build effective working relationships with internal and external partners to promote strategic priorities.
  • Establish and manage a process for tracking ROIs on project efforts, project hours, and completion percentages across the Customer Experience team.
  • Establish and produce a standardized reporting package to provide visibility into the progress of Customer Experience projects.
  • Serve as the point of contact for ITS in prioritizing and implementing Customer Experience projects.
  • Analyze initiatives and develop plans that assess internal and external resource requirements, technology needs, interdependencies, and timelines.
  • Assist in integrating corporate objectives with the Customer Experience business operations to ensure consistency between departments.
  • Recommend new services, procedures, or vendors as warranted, to ensure processes are efficient and effective.
  • Plan, direct, coordinate, and review the work of assigned staff.   
  • Maintain superior working relationships with internal and external partners.
  • Be an effective business partner, manager, and mentor.                                                                                                       

OTHER IMPORTANT DUTIES:

Perform other related duties as needed.

 

 

REPORTING RELATIONSHIP:

Reports to:  VP Customer Experience

Subordinates:  Up to 5 Customer Experience analysts or Delivery Managers

Qualifications

QUALIFICATIONS:

Knowledge                                                    

  • Ability to diagnose and solve key business issues drawing upon functional expertise and a clear understanding of market conditions, industry changes, and customer needs.
  • Working knowledge of the project management and quality assurance processes used to implement new initiatives.
  • Advanced knowledge of effective management and leadership practices.
  • Knowledge and experience with Agile project methodology.

 

Skills                                                               

  • Ability to effectively translate the above knowledge into feasible strategies, policies and processes and to implement them with positive impact on corporate goals and objectives.   
  • Ability to independently make effective decisions and to respond quickly and accurately as issues arise.
  • Excellent verbal and written communication skills with the ability to effectively prepare and present information and respond to questions.
  • Excellent prioritization, time management, organization, and follow-up skills.
  • Analytical thinking with the ability to evaluate and innovate.
  • Excellent interpersonal skills with the ability to establish and maintain relationships at all organization levels.
  • Ability to establish plans and develop systems and processes.
  • Ability to coordinate, develop and manage relationships with internal and external partners.
  • Ability to demonstrate management skills in a creative and diverse environment.
  • Display commitment to continuous improvement of business, customer, and team member environments.
  • Well-organized, flexible, and able to work under pressure.
  • Task-oriented with the ability to work with minimal supervision.

 

Experience

  • Four-year degree in business or a related field preferred.
  • 5+ years experience in operations or project implementation.
  • Prior experience with system changes/project implementation required.

 

 

WORK CONDITIONS:

Normal office environment subject to stressful situations

Occasional travel required

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