Sr. Director Customer Strategy

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Role Summary:
The Sr. Director, Customer Strategy leads a team of Customer Strategists, who are embedded within business or channel teams representing the Customer Office, and ensures they have a seat at the table to advocate for humans – customers and employees. This leader plays a critical role in partnering and influencing senior leaders to integrate the customer and employee needs and expectations at the forefront of business and channel team strategies. The Sr. Director, Customer Strategy will build the customer strategy practice and establish ways of working with the Customer Strategists that lead to client success. The role requires a leader who is dynamic, highly collaborative, strategic, a relationship builder, obsessed with human experiences, and thinks digital first.
Key Responsibilities:
1. Leadership
Provide guidance and oversight of immediate team
Establish exceptional relationships with senior leaders across the organization
Engage with senior leaders to remove barriers for team, as needed
Collaborate and drive key decisions amongst senior leaders that prevent customer and employee needs and expectations from being met
Expect seamless end to end experiences starting with digital first, which requires new ways of working
Influence senior leaders to adopt customer, brand, and channel strategies
Breakdown barriers in operating model with Experience Design leaders to drive value to customers and employees quicker
2. Strategic Development
Engage with critical business and channel teams and direct reports to develop customer and employee led experience strategies
Deeply understand and anticipate customer’s needs, motivations and expectations
Connect multiple customer and employee experience strategies across the team, where applicable
Continually bring in innovative thinking, industry trends, etc.
3. Establish new Customer Strategist capabilities
Develop Customer Strategists best practices and ways of working (e.g. client relationship management, HCD principles, facilitation, Customer Office squad, etc.)
Establish service offering menu and ways of working with the Experience Design team leaders
Build CX fluency across the team
Breakdown barriers and mobilize teams to define and manage customer journeys that cut across vertical alignment to view and holistically manage the experience from the customer lens
Experience:
12 years experience with a background in Customer Experience, Product Management, Strategy, Account Management, Consulting, or Planning
10 years experience in building, leading, and developing teams
10 year experience in partnering with and influencing senior leaders and teams
Demonstrated skills and experience in customer insights, business strategy and performance, technology trends, leadership, business transformation, or innovation
Known for being human-first, empathetic, curious, inclusive, and collaborative
Preferred Skills:
Demonstrated experience in Human-Centered Design thinking
Demonstrated experience in defining and evolving operating models/ways of working
Proven experience in client success or customer relationship management

Company info

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