Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Director Of Customer Experience

Expired Job

Rally Health Chicago , IL 60602

Posted 4 months ago

Join Rally Health. A company that's actively working to transform health care. A place where employees collaborate daily, set big goals, and share creative ideas.

Rally Health (rallyhealth.com) is a leading provider of data-driven tools for consumer health engagement that's revolutionizing health and the face of healthcare. We're looking for an experienced Director of Customer Experience to join our growing team.

In this role, you will lead the Customer Experience function where the main focus is to advocate for the voice of the customer. Do you want to be part of a team that drives to differentiate and make measurable improvement to the customer experience and overall business results? We need you to leverage your strong leadership, consultative, critical thinking, and analytic skills to operate strategically and build effective partnerships across Rally and other internal partners/stakeholders.

The Director of Customer Experience will own output of the entire system made up of all related processes. In this role you will drive programs that impact markets of customers and clients. In addition, you will develop, translate and execute strategies that are directly impactful to the customer experience.

Primary Responsibilities:

  • Enhance Rally's customer-centric program capabilities

  • Develop vision, roadmaps, metrics and business plans to align with the new customer strategy and as well as the current needs of Rally

  • Develop a business linked, cohesive understanding of customer data assets and their relationships in terms of data integration from application to repository

  • Establish metrics for defining the relationship with customers and ensure the accuracy and integrity of data and reporting

  • Work closely with the Data team to develop the tools and methods to fully leverage data as part of the solutions/strategies/products

  • Provide leadership in the development and delivery of advanced and digital analytics to leverage insight to make informed decisions such as predictive modeling, segmentation, web/digital analytics, campaign analytics and KPIs to show impact of marketing programs, key experiences or product effectiveness

  • Deliver market research initiatives including VOC surveying and other identified research projects such as NPS

  • Monitor industry benchmarks and emerging trends to inform the customer and marketing strategy, analytic roadmap, data strategy and marketing technology

  • Identify the talent necessary to achieve the corporate goals and oversee the recruitment, development, performance management and succession planning

  • Select vendors, negotiate contracts and manage vendor relationships as applicable

  • Partner with the internal teams to define the processes of collecting data, ensuring that it is formatted correctly for enterprise systems

  • Champion/guide keeping data current, relevant and secure

  • Represent customer data as a strategic business asset at the leadership table

  • Define strategic priorities for delivery of data throughout the enterprise

  • Establish data standards, procedures, and accountability for customer data

Required Qualifications:

  • 10+ years of demonstrated experience developing and implementing customer experience programs and practices within a complex business environment

  • Experience developing integrated customer data ecosystems (i.e. Voice of Customer program management, operational, journey mapping, data analytics, KPI metric reporting, human-centered research)

  • 5+ years of people management experience

  • Advanced analytical skills with knack for interpreting trends and data, and making informed recommendations

  • Proven success in translating analytics into business opportunities

  • A thought leader capable of encouraging innovative solutions, including program and delivery improvements

  • A strong leader capable of developing, coaching, managing and motivating a team in a fast-paced, dynamic environment

  • A strong influencer to work cross-functionally with stakeholders across multiple business areas

  • Strong presentation skills and experience presenting at an Executive-level with the ability to defend data/what's being presented

  • Strong finance acumen/vision (i.e. ROI)

Preferred Qualifications:

  • Bachelor's degree or equivalent experience

  • Experience in a hyper-growth environment (and building to scale)

  • Oversight of large complex multi-location teams

  • Internal and external client facing experience

  • B2B and B2C experience

Why join Rally? On top of an innovative work atmosphere and a chance to help people change their lives, we offer competitive pay, daily catered lunches, and an extensive benefits package for all full-time employees (including medical, dental, vision and 401(k)). In addition, offer the ability to grow, while truly making an impact in the healthcare system.

Rally Health is committed to ensuring that its workforce reflects America's diverse population. Rally Health knows that such diversity will enrich us with the talent, energy, perspective and inspiration it needs to achieve its mission. Rally Health believes in a policy of equal employment and opportunity for all people based on merit and commitment to the principles of diversity. It is our policy to recruit, hire, train, and promote individuals in all job titles, and administer all programs, without regard to race, color, religion, national origin or ancestry, citizenship, sex, age, marital status, pregnancy, childbirth or related medical conditions, personal appearance, sexual orientation, gender identity or expression, family responsibilities, genetic information, disability, matriculation, political affiliation, veteran status, union affiliation, or any other category protected by applicable federal, state or local laws.

Individuals with disabilities and veterans are encouraged to apply. Applicants who require an accommodation related to the application and/or review process should notify Talent Acquisition (recruiting@rallyhealth.com).

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.


upload resume icon
See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Experience Assistant Retail Chicago

Brilliant Earth

Posted 7 days ago

VIEW JOBS 1/10/2019 12:00:00 AM 2019-04-10T00:00 Customer Experience Assistant, Retail – Brilliant Earth, Chicago Brilliant Earth is one of the fastest growing e-commerce jewelers in the world, and the global leader in ethically sourced fine jewelry. Founded in 2005, we have been featured in Newsweek, Glamour, the Today Show, and Martha Stewart, among many other media outlets. We are a team of dedicated individuals with a common goal of creating a more sustainable, transparent, and compassionate jewelry industry. We are searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time. We are collaborative, hard-working team players that welcome challenges and rise to any occasion. Our open workspace in the heart of the Gold Coast encourages conversation and collaboration. From cross-departmental meetings to frequent team building events, Brilliant Earth team members bring a top-notch attitude and a willingness to help each other grow. For more insight into our work environment and culture, and to hear from our employees, check out our profile on the Muse! Everyone at Brilliant Earth has a voice – we want to hear yours! If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond. About the role: Our Retail Customer Experience Assistants are dedicated to providing an exceptional experience for every Brilliant Earth customer. The retail sales assistant will be responsible for guiding the customer through the life of the sale during personalized, one-on-one appointments. You will take a consultative approach towards customer inquiries regarding our luxury product line to assist in finding the best jewelry match for each customer. The goal of the Sales and Customer Experience team is to create personalized experiences and build lasting relationships while sharing in the happiest moments of our customer's lives. The team operates in a fast-paced environment and is the engine which drives our company. As a team member, you will have the opportunity to have a clear impact on the company's growth while developing your sales and customer experience skills. What you'll do: * Conduct in-person customer appointments to present jewelry in our private showroom, creating a truly meaningful experience in a luxury environment. * Manage and maintain appointments while closing inbound sales leads in a high-volume capacity, while focusing on a luxury customer experience. * Create memorable and personalized experiences for Brilliant Earth customers by providing support and responding to customer inquiries through one-on-one interactions, over the phone, and via email. * Consistently seek ways to improve the customer experience while adding value to the Brilliant Earth sales team by critically thinking and implementing customer feedback. * Utilize sales strategies and forward-thinking problem-solving techniques to assist and guide customers through multiple purchasing decisions such as ring settings selections and diamond options. * Maintain demonstrated responsibility and accountability for meeting individual and team goals in a sales focused environment. You're a great fit if you have: * A Bachelor's degree or equivalent, preferred * Robust sales skills and exceptional experience in a retail-oriented environment * A dedicated desire to connect with customers, solve problems, and create lasting positive experiences with each customer interaction * Excellent, professional verbal and written communication * Strong attention to detail * Strong computer and systems skills – experience with a CRM system or customer focused channel software system, preferred * An ability to adhere to and implement security policies and procedures regarding high value products * Ability to think critically and adapt quickly in a flexible work environment * Exceptional time management skills and accountability * A team-oriented mindset with an ability to work collaboratively * An eager to learn attitude and desire to grow in a dynamic work environment * An interest in socially and environmentally responsible organizations and products Brilliant Earth Chicago IL

Director Of Customer Experience

Expired Job

Rally Health