Pitney Bowes Director of Client Experience in Stamford, Connecticut
About the Opportunity
Pitney Bowes is looking for a Client Experience Director who will be instrumental in helping define and build a world-class customer experience center of excellence. The successful candidate will have the opportunity to drive cultural change, be a key influencer, help build the cross-functional team structure and increase client satisfaction and loyalty. The Client Experience Director role blends strategy and execution to deliver end-to-end customer engagements through customer-centric strategies and by driving multi-channel tactics. The Client Experience Director will inform the design and delivery of personalized and relevant engagements across the customer life cycle, prioritizing engagements that deliver the highest value for customers and Pitney Bowes. This role focuses heavily on generating the initiatives through customer insight, ongoing measurement and a relentless drive to continuously elevate and improve our clients’ experience.
Build. Deploy. Bridge. Grow.
In this role, you’ll join our Client Experience team in Stamford, Connecticut and report to the Vice President of Employee and Client Communications. You will be responsible for: •Develop and own the client experience roadmap by articulating a strategy for integrating client feedback from multiple sources and disseminating that data to the appropriate internal stakeholders in an actionable, effective manner. •Work across the functions to build and optimize critical client processes to ensure ease of doing business with Pitney Bowes, effective use/value from our products and loyalty-driving experiences across channels. •Provide input on key messages and processes to our client-facing employee teams that help to create best-in-class methodologies for an exceptional client experience, including training and onboarding, career development and rewards. •Create and develop updated content for knowledge base as new applications are developed and enhanced •Act as an enabler for client experience activities, delivering best practices, tools and guidance across the organization and work in close collaboration with other internal teams to identify and prioritize client experience projects. •Build strong relationships and work collaboratively with the broader marketing organization as well as product, client operations, sales, field service and IT. •Maintain relationship with a small set of influential clients •Champion the client through all our client journeys, identifying their needs and expectations. •Help define how Client Experience is governed across the organization and ensure there is a standard approach to oversight of initiatives that impact customer experience. •Establish and measure client experience and the impact of client experience improvement initiatives via appropriate metrics or dashboard. •Lead internal communication efforts on client experience strategy and initiatives across the organization •Manage a team of client experience professionals.
•Strong track record of transforming a company’s business objectives to ones that are led by best in class client experience metrics; including the ability to prioritize and align across functions to the critical few outcomes that will increase client loyalty and satisfaction •Ten years of marketing or sales operations experience, with five years of direct leadership of a client experience activity or function •Ability to use interviews, analyze data and manipulate journey mapping tools to deliver an end-to-end view of client processes •Strong knowledge and familiarity with using or implementing tools such as Salesforce, marketing automation or other related platforms •Exceptional strategic and analytical expertise with ability to take ideas and assemble concepts and solutions for communication to various levels of the organization is required •Effective communication skills, both oral and written •Client facing experience •Self-starter with attention to detail •Ability to multi-task and manage multiple complex projects in a cross functional environment •Ability to measure performance outcomes
At Pitney Bowes, our passionate and ambitious team delivers innovations that help clients navigate the complex and always evolving world of commerce: from helping them use data to market to the best customers, to enabling the sending of parcels and packages efficiently, to securing payments through statements and invoices. In everything we do, we deliver accuracy and precision to drive meaningful impact.
Pitney Bowes is an Equal Employment Opportunity/Affirmative Action Employer that values diversity and inclusiveness in the workplace.
W/M/Veterans/Individuals with Disabilities/LGBT are encouraged to apply.
All interested individuals must apply online. Individuals with disabilities who cannot apply via our online application should refer to the alternate application options via our Individuals with Disabilities link.
Title: Director of Client Experience
Requisition ID: 165938