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Senior Global Cx Specialist
hace 3 meses
At? Align Technology , we believe a great smile can transform a person's life, so we create technology that gives people the confidence to take on whatever's next.
We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation.
Our diverse and collaborative teams are constantly pushing the boundaries of what's possible.Ready to join us?
About this opportunity In the role of Global Customer Experience Manager, you will help us test prototypes and implement improvements to take the Align customer experience to the next level.
You will support regional and global customer experience improvement efforts and generate summaries of prototype testing efforts and best practice documentation that allows for efficiencies and scaling across regions.
As part of the Global CX Team, you will collaborate directly with customers, building strong relationships that inform and influence customer experience improvement efforts.
The ideal candidate will thrive in a highly collaborative environment across all continents; have an interest in customer success strategy management and work comfortably in a fast-paced, global corporate environment.
In this role, you will...Apply concepts of customer experience such as CARE, Customer Obsession, Closing the Loop, and metrics such as Net Promoter Score and Customer Satisfaction, and bring these to life respectively for Align employees and customers Collaborate with the global Customer Success team to determine which behaviors underlying the outcome and perception metrics (as per Align CX Measurement Framework) can be influenced to create better experiences for Align customers Work with business teams to deep dive into the root cause of customers' feedback, develop and test out improvement hypotheses, and drive root cause resolutions Maintain project management documentation to allow for accurate tracking and reporting out on customer experience improvement projects Combine and share findings in a structured way adapted to different types of audiences across the organization Drive internal understanding of the importance and impact of customer experience across all functions, using internal and external events (CX Week, CX Panels, CARE Academy, etc.)
SCOPE & COMPLEXITYOwn CX product from conception through all product lifecycle phases, including prototyping, agile improvements, storytelling for internal non-CX audiences, and documentation Build stable working relationship internally and externally Apply event marketing expertise to internal and external CX events, including panels and CX Week Share existing project management expertise with less experienced colleagues, and builds project management tools that can be used across the VOC team Apply company policies and procedures to resolve routines issues Scope CX projects based on customer feedback, stakeholder input and insights from the CX data science team Identify opportunities for strategic collaboration across regions and functions.
Uses influence to gather buy-in for customer experience improvements.Develops improvement proposals and leads or collaborates with lead on local or global projects Provide event marketing and project management leadership to peers In this role, you'll need ..
Bachelor Degree, or at least 6 years job experience, including event management and project management Experience in CX or customer success or customer training required.
Event management experience required Strong project management skills. Product mgmt. experience an advantage Fluent in English.Additional language is an advantage in this global role Microsoft Office skills Excellent communication and presentation skills Organized, productive self-starter Excellent eye for detail Strong customer focus skills Project management skills Event management skills Sound like a good fit??? Great Click the "Apply" link to let us know you are interested.
Not the right fit? Don't worry,?Align?is quickly growing so we are creating more opportunities to expand our Align family.Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.
