Global Director of Customer Experience

Global Director of Customer Experience (CX) Strategy

**Global Director of Customer Experience (CX) Strategy**

**You have a talent for recognizing trends and aiming for bigger goals**

You have a solid interest in keeping up with trends, market needs, and your organization’s competitive standing, and you share your broad awareness with those under your management to inform their decisions, as it does yours. Your overview will help inform our ability to innovate, adapt, and stay ahead of the curve. We will listen carefully to your observations and recognize and reward your managerial leadership.

You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. In your Global Commercial Capability COE Leader role, you’ll help us deliver better care for billions of people around the world.

**About Us**:
At Kimberly-Clark, you’ll be part of the best teams committed to driving innovation and growth. We’re founded on 150 years of market leadership, and we’re always looking for new and better ways to perform—so what can you do with that? There’s no time like the present to make an impact at Kimberly-Clark. It’s all here for you at Kimberly-Clark.

Kimberly-Clark and its well-known global brands are an indispensable part of life for people in more than 175 countries. Every day, 1.3 billion people - nearly a quarter of the world's population - trust K-C brands and the solutions they provide to enhance their health, hygiene, and well-being.

**Position Purpose**:
In this role you will join the KCP Global Customer Experience team and report to the VP, Customer Experience and Marketing. The Director of Customer Experience Strategy plays a critical role in Kimberly-Clark Professional’s (KCP) global leadership team responsible for partnering with his or her peers and counterparts around the world and across business units in developing, leading and operationalizing its customer experience transformation agenda. As leader of the Customer Experience (CX) Center of Excellence (COE), this function is responsible for leading a team to coach, guide and facilitate best practice customer understanding and continuous improvement in end-to-end customer experiences around the globe.

KCP is seeking a highly experienced senior leader to expand and oversee the strategy, planning and execution of the organization’s customer experience strategy department and initiatives as we prioritize improving end-to-end experiences our customers have with Kimberly-Clark Professional. Major areas of focus for this role are as follows:
Global Voice of Customer Program Leadership

Creative Insights Development

Service Design to Turn Insights into Action

Furthermore, the Global Director of Customer Experience Strategy must be continually focused on positive business outcomes, driving the Voice of Customer team to make increasingly detailed connections between customer sentiment and revenue. All activities guided by the Service Design team must be prioritized based on likely business outcome, proving the value of making operational changes in terms of impact on revenue or operating profit.

This is a truly unique opportunity to expand customer experience success stories within an organization that is dedicated to becoming increasingly customer-centric.

**Summary**:

- Develops and champions the organization’s long-term customer experience vision and interfacing with key stakeholders across the organization to drive positive change.
- Co-creates the specific functional teams’ vision, objectives, roles, responsibilities, and processes with other regional and central partners.
- Mobilizes regional leaders around a unified view of the customer experience that defines, coaching and guiding the implementation of a portfolio of initiatives designed to optimize customer experience throughout the KCP worldwide organization; Serves as a trusted strategic advisor to the company-wide business teams, leading the ever-evolving creation of the insights and analytics organization to solve and answer business hypotheses and deliver actionable recommendations.

**Responsibilities**:
**Customer Experience Strategy**:

- Drives the strategic development and influence on programs that have a direct and positive impact on our customers' experiences. This includes working across global functions and geographies to mobilize the company around a unified view of the customer experience.
- Guides a team of professional researchers to develop a world-class voice of customer program, revealing relational and transactional insights used to calculate, compare and action Customer Effort, Customer Satisfaction and Net Promoter Scores across all regions. Will des