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Company Name CAS
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CAS uses intuitive technology, unparalleled scientific content and unmatched human expertise to help companies create groundbreaking innovations that benefit the world. As the scientific information solutions division of the American Chemical Society, CAS manages the largest curated reservoir of scientific knowledge, and for 112 years, has helped innovators mine, assess and apply that information to keep businesses thriving. The CAS team is global, diverse, endlessly curious and strives to make scientific insights accessible to innovators worldwide.

CAS is currently seeking a Senior Director, Customer Experience. This position will be located in our headquarters in Columbus, Ohio.

Customer Experience works across functions to improve the overall customer journey, on a touchpoint basis, by improving, optimizing and automating processes to improve our overall value to the customer.

The Senior Director of Customer Experience will report to the President and be responsible for executing the strategy to transform CAS to a Customer-Focused company.

Responsibilities include:

  • Driving accountability for customer experience throughout all functions of the CAS organization
  • Building a culture that begins with the lives and responsibilities of our customers
  • Measuring, assessing and tracking results of implemented CX initiatives to ensure on target
  • Partnering closely with other functional areas within CAS to influence and drive functional alignment in the customer experience transformation
  • Embedding skills to improve and innovate experiences and interactions
  • Leading strategic customer experience projects that improve outcomes and experiences
  • Enabling employees to deliver exceptional value in every interaction

Duties:

  • Increases customer retention and growth by honoring and managing customers as the assets of the business.
  • Communicates customer experience via a platform that incorporates multiple listening paths that showcase strengths and opportunities for improvement across the entire touchpoint map.
  • Updates the Customer Touchpoint map as new data and feedback are received, and identifies priority experiences and touchpoints.
  • Maintains and updates metrics in the customer experience dashboard.
  • Leads one-company and strategic Customer Experience projects that transcend multiple departments.
  • Creates a common language set and definitions for the customer experience.
  • Comprehend and disseminate the evolution in the voice of the customers’ lives and define what customers’ value and their changing needs.
  • Builds skills and conducts trainings to provide the necessary skills to CAS staff with an impact on customer experience.
  • Unites leaders in focusing the organization on improving customers’ lives
  • Identifies and helps eliminate barriers that impede the overall customer experience.

Qualifications

  • Bachelor’s Degree in Science related fields, business, communications or other related disciplines, advanced degree preferred
  • 7 plus years’ experience in customer experience, client services, marketing, and insights and/or product development experience including 3 or more years of management experience.
  • 5 plus years’ of driving successful large corporate Customer Experience transformation
  • Proven ability to lead large projects and work in intra-department environments
  • Demonstrated experience, minimum 2 years, deploying surveys, conducting interviews, and building touchpoint maps with various software
  • Outstanding analytical skills, strong experience interpreting survey results & drawing conclusions
  • Experience with science related solutions and/or information/intellectual property
  • Strong communication, networking and interpersonal skills with executives to drive alignment on common objectives

CAS offers a competitive salary and comprehensive benefits package, including a generous vacation plan, medical, dental, vision insurance plans, and employee savings and retirement plans. Candidates for this position must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future. EEO/Minority/Female/Disabled/Veteran

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Location Name United States
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