Description

• Director of Customer Experience will supervise, and oversee the strategy, planning, and execution of the Dallas ISD Information Technology department's overall customer experience goals.

• Ensure that the customer experience team consistently delivers successful end-to-end customer experience across stages, channels, and touchpoints in the customer journey.

• Create processes the proactively address customers needs and wants, enabling a two-way stream with customer-facing teams by collecting feedback from customer-facing teams to derive meaningful insights for improvements and guiding teams to ensure a customer-centric attitude.

• Liaise with leadership to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.

• Advocate for changes in other departments' ways of working and cross-functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience.

• Interact at the executive leadership, proactively advocating for solutions and managing the customer escalation process.

• Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions/ channels.

• Develop and implement training programs for employees to improve customer service skills and knowledge of company policies.

• Monitor ticket volume and performance metrics while supporting the team in exceeding expectation

• Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s), producing information that can be used to inform service improvement, including making recommendations as to how services might be changed for the better.

• Contribute to service reviews and improve our understanding of "customer journeys" and how effective we are in dealing with customers.

• Establish and implement ITIL standards.

• Establish and roll out the Dallas ISDs customer experience maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve.

Qualifications

• Required Bachelor's degree from accredited university

• Required 5+ years of directly related experience

• The ability to work independently, balancing priorities and work with minimal supervision.

• Excellent written and verbal communication skills, with the ability to communicate and interact with all levels.

• Strong organizational, communication, leadership, interpersonal, and presentation skill

• Outstanding facilitation, brainstorming, and collaboration skills.

• Acute ability to assess and understand the data to "tell the story".

• Ability to influence internal and external key stakeholders and build consensus.

• Ability to develop strong working relationships with peers and project members.

• Ability to make decisions and solve problems while working under pressure.

• Ability to administer programs and ensure quality control.