The University Services' Customer Service Center is a new innovation and the centerpiece of an overall strategy to create a valuable customer service experience for University students, faculty, and staff. The Director of Customer Experience is a new position in University Services that will lead the implementation and growth of this integrated Service Center and be responsible for developing customer service strategies for all departments within the division. With the goal of ensuring a consistent, accurate, and timely delivery of information and services, the Service Center team works across campus departments to complement the customer-facing systems, services, and resources available.
The Director, Customer Experience will report directly to the Vice President for University Services and will ensure that a focus on customer and value is central to University Services and specifically the Service Center's portfolio of work. They will regularly interface with all members of the Vice President's direct reports and leadership teams and act as senior advisor of Customer Experience/Customer Service matters, in addition to serving as project lead on select strategic initiatives. The position requires the Director to have an entrepreneurial spirit, be highly organized, assertive, creative, motivated, analytical, and data-driven, and have a diversity of professional skills. They may work with various task forces, committees, individuals, and organizations, as well as departments throughout the University. Within the Service Center, the Director will build a culture of customer service, data-driven decision making, continuous improvement, and positivity in facing customer support challenges. The Director will recommend and implement enhancements to the Service Center's customer experience strategy and vision, as well as define metrics that support University Services programs; analyze data sets, identify trends, and summarize insights to drive key decision making. Essential to this role is a project management mindset with the ability to prioritize and simultaneously manage multiple responsibilities.
A full job description will be furnished prior to interview.
Technology:
Customer Experience Strategy:
Communications:
Strategic Relationships/Projects and Initiatives:
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Preferred:
Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. EEO IS THE LAW
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