\u 25 CF Identify opportunities for innovation and differentiation in the customer journey.\u 25 CF Develop and execute comprehensive plans for Customer Service (CX) transformation, ensuring successful implementation and adoption of new initiatives.\u 25 CF Collaborate with key stakeholders to prioritize and sequence transformation projects.\u 25 CF Foster strong partnerships with diverse teams, including marketing, sales, and customer support, to ensure a unified and seamless customer experienc... more details
HYBRID ROLE
Job Purpose:
Our Customer Service Transformational Lead will drive the evolution of our Customer Service transformation initiatives. The successful candidate will play a pivotal role in leading cross-functional teams, implementing transformative changes, and ensuring a seamless and customer-centric experience across all touchpoints.
Job Responsibilities:
\u25CF Identify opportunities for innovation and differentiation in the customer journey.
\u25CF Develop and execute comprehensive plans for Customer Service (CX) transformation, ensuring successful implementation and adoption of new initiatives.
\u25CF Collaborate with key stakeholders to prioritize and sequence transformation projects.
\u25CF Foster strong partnerships with diverse teams, including marketing, sales, and customer support, to ensure a unified and seamless customer experience.
\u25CF Drive cross-functional collaboration to integrate CX improvements into various business functions.
\u25CF Utilize customer feedback, surveys, and analytics to gain deep insights into customer behavior and preferences.
\u25CF Evaluate, recommend, and oversee the integration of technology solutions that support CX transformation goals, including CRM systems and innovative customer engagement tools.
\u25CF Collaborate with IT teams to ensure the successful implementation and integration of new technologies.
\u25CF Champion a customer-centric culture within the organization through effective change management.
\u25CF Provide leadership and guidance to teams undergoing changes to ensure a smooth transition and sustained commitment to CX excellence.
\u25CF Regularly report on the progress of CX transformation projects to leadership, highlighting achievements and areas for improvement.
Additional Responsibilities & Qualifications:
\u25CF Proven experience 3+ years in leading CX transformation initiatives.
\u25CF Deep understanding of CX principles, customer journey mapping, and personal development.
\u25CF Excellent project management skills with a successful track record of driving transformational projects.
\u25CF Strong analytical and problem-solving abilities, with a focus on data-driven decision-making.
\u25CF Exceptional communication and interpersonal skills to engage and influence stakeholders at all levels.
\u25CF Familiarity with CX-related technologies and tools.
\u25CF Relevant certifications in CX or change management are advantageous.
Salary: $109,300 - $121,400 base
Work Experience:
\u25CF 3-5 years of related job experience.
\u25CF Ability to manage multiple projects, work under pressure, and adapt to sudden changes in the work environment.
\u25CF Ability to work quickly and efficiently.
\u25CF Excellent verbal, written, people, and diplomacy skills are required.
\u25CF Experience of interpreting strategy and policy in order to set and deliver objectives.
\u25CF Experience with Salesforce.com or other CRM is preferred.
\u25CF Experience working with ERP systems, contract management, CRM systems and project management tools preferred.
\u25CF Proficient with Microsoft Office Suite.
\u25CF Strong customer service skills (friendly, courteous and helpful).
\u25CF Strong planning and organization skills are required.
Education:
\u25CF Bachelor"s Degree Preferred
What We Offer
\u25CF Engaging and inclusive culture with employee lead Employee Resource Groups, Veritiv Cultural Alliance, recognition platform, etc.
\u25CF Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.
\u25CF Collaborative atmosphere with our customers and suppliers to create healthier, safer and more sustainable communities through our responsible operations and innovative solutions.
\u25CF Healthcare benefits and 401k with match start date of hire, paid time off and parental bonding time, tuition reimbursement, annual Profit-Sharing Program and much more! Learn more here.
Veritiv Corporation, headquartered in Atlanta, Veritiv is a leading provider of design-to-delivery packaging, print, and facility solutions. With a diverse team and global reach, we\u2019re helping businesses cut costs, reduce waste, and improve efficiencies that make doing business easier. For more information, visit www.veritiv.com and connect with the Company on LinkedIn.
Veritiv is an Equal Opportunity/Affirmative Action employer.
EEO Policy US | EEO Policy Mexico
This description does not attempt to define the job"s essential functions as defined by applicable disabilities law.
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