Head of Global Customer Experience Practice (01GFX)

Englewood, Colorado, United States US

Our Focus
Customer Experience is all we do. The world has changed. Disruptive technologies, social media, demanding customers, and an interconnected global economy have altered the face of business forever. To compete, companies need to be smarter, faster, and more agile. They need the ability to deliver seamless, effortless experiences for their customers while providing strong returns to their shareholders. To navigate this complicated and uncharted new world, brands need a partner with experience. TeleTech helps the best companies on the planet reinvent their businesses to drive competitive differentiation through customer engagement.
 
With technology now infused into every aspect of commerce, customer experiences have become more instrumented, interconnected and intelligent. This leads to profound changes in how the experience is understood, led and practiced. By radically rethinking the experience, our Customer Experience Strategy Consultants understand customers as individuals and use predictive tools to get ahead of demand while designing truly social businesses to ensure that the brand and culture are one. They are the subject matter experts with extensive experience in the Customer Journey, the Voice of the Customer, NPS, segmentation and business transformation!
 
The Senior Partner, Digital Customer Experience will tap into the breadth of TeleTech’s collective portfolio, partner with the regional leads throughout our strategy services organization and develop TeleTech’s consultative solutions in the area of customer experience strategy and design. The Senior Partner will lead and drive TeleTech’s Digital Customer Agenda (DCA).  The perfect candidate will have the experience and expertise to create solutions that drive strong connections between consumers and businesses through the use of multiple digital channels.  These solutions will create a unique and individualized experience that will drive customer delight and translate in to profitable results for the client.
 
What the role really does…
  • General Responsibilities
    • Help companies in elaborating their digital agenda and priorities by developing internal capabilities including Digital Analytics, Digital Sales, Social Media operations, Mobile App, and overall Digital Customer Experience and support.
    • Exercises wide latitude in operating the Digital Customer Experience Practice.
    • Provides executive leadership for multidisciplinary projects or initiatives including client facing engagements, key strategic initiatives and collaborative initiatives with TeleTech business partners.
 
  • Business Development
    • The role will consist of approximately 70% business development activities.  The Senior Partner will seek out clients that desire to have a customer centric approach powered by digital channels (Identifying and realizing customer opportunities, strengthening relationships and optimizing the Customer Strategy Solutions (CSS) segment response and follow through).
    • Proactively identify and cultivate business opportunities, respond to customer requirements and help craft insightful, high-quality responses as part of the account planning team.
    • Pull through new and existing client relationships across the organization.
       
  • Ideas , Insight Generation and IP Development
    • Provide thought leadership to further enhance and define the Digital Customer Agenda roadmap
    • Grow deeper customer and partner relationships by providing a trusted and easy to use set of Digital CX consulting deliverables.
    • Lead and drive the intellectual property and/or new consulting approaches by utilizing own expertise and deep know-how on functional and/or industry areas.
    • Build, develop and execute CX strategy and IP including e-commerce, content optimization,     digital project management, and UI/UX understanding.
       
  • Industry Relationships
    • Represent the company in various business platforms, conferences, media and other public arenas through speech and/or white papers and publications.
    • Recognized externally as a strategic thought leader within the Digital CX industry and discipline.
 
  • Delivery and Client Service Capability
    • Has ultimate accountability for delivery within the existing accounts belonging to related region including quality of delivery, project profitability and people management.
    • Influences client leadership to establish overall business relationship and engagement strategy.
    • Represent CSS at a senior level in relationships with assigned accounts and make a real impact as a business expert to the client.
    • Ensure communication is delivered to the critical stakeholders for approval of final deliverables and the firm issues invoices in line with the approvals and agreed payment schedule.
       
  • People Management and Leadership
    • Lead and inspire organizational culture, company values and brand promise.
    • Mentor/coach principals and partners.
    • Ensure formal feedback is provided to consulting teams for any engagement that is in their area of responsibility.
 
  • Financial Discipline
    • Responsible for meeting designated practice annual targets and KPIs.
    • Responsible for profit/loss and operational profitability of the practice.
 
What we’re looking for…
 
An  individual that will lead every day, live life passionately, seek first to understand and always do the right thing….while not being afraid to reach for the amazing!
 
  • 15+ years’ experience working in a global consulting firm or as an executive in a service industry leading customer experience or engagement practice.

  • Experience with use and development of self-service channels, website navigation, and design.

  • Proven P&L management experience as well as demonstrated experience working in and leading in a highly matrixed organizational structure.

  • Engagement management including development of online self-service and e-Commerce product roadmap including development, implementation, and post launch support.

  • Proven business development and new client sales experience focused on creating customer strategy solutions directly with the C-suite.

  • Experience as a practitioner and/or consultant in applying customer experience concepts, principles and executing customer experience initiatives. Journey maps, Voice of the customer, NPS, customer life cycle, segmentation etc.

  • Strong experience providing strategic recommendations and leading large scale transformation initiatives.

  • Maintains established relationships within the customer experience industry.

  • Demonstrable experience developing innovative digital property strategies and compelling user experiences using best industry practices and approaches.

  • Excellent oral and written communication skills in English, with the ability to interact effectively with all levels of management.

  • Degree from a globally reputable university in business, economics, engineering or a related field with outstanding academic record. MBA or advanced degree in a quantitative discipline is a plus.

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