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Global CX Lead

hace 2 meses

Madrid Centro, Madrid, España Align Technology, Inc. A tiempo completo
About the Role

We are seeking a highly skilled Global CX Lead to join our team at Align Technology, Inc. As a key member of our organization, you will play a critical role in enhancing customer experience across our global operations.

Key Responsibilities
  • Customer Experience Strategy Development: Assist in the development and implementation of customer experience strategies to drive business growth and customer satisfaction.
  • Customer Insights and Feedback: Gather and analyze customer feedback to identify areas for improvement and develop recommendations for enhancements.
  • Process Improvement: Collaborate with cross-functional teams to design and implement process improvements that enhance customer experience.
  • Stakeholder Management: Build and maintain strong relationships with internal stakeholders to ensure effective communication and collaboration.
  • Project Management: Lead and coordinate projects to design and implement customer experience enhancements, from initial discovery to proposal and implementation.
  • Best Practices and Knowledge Sharing: Establish and manage best practices and global sharing to clearly illustrate enhancements made to customer experience.
  • Culture of Innovation: Cultivate a culture of innovation focused on delivering added value to customers.
Requirements
  • 7-10 years experience in Customer Experience or service management role
  • CX Design & process journey mapping asset
  • Organisation and Leadership experience
  • Project Management
  • Service Design
  • Commercial and Marketing background is preferred
  • Strong business acumen and technical understanding
  • Excellent problem-solving and troubleshooting skills
  • Good communication skills
  • Ability to handle multiple tasks and prioritize work
  • Project management skills
  • Experience from change management