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Job: Director of Customer Excellence Strategy

Title Director of Customer Excellence Strategy
Salary£94,000 Comp + Bens
Job Information

Director of Customer Excellence Strategy

Tactical improvement of the ‘Consumer Experience’ is a critical part of the reinvention our clients business. As part of this reinvention, we are building an Experiences and Quality team that is obsessed with our customer, focused on quality and thinking about the end to end customer experience to our customers around the world. The Director of Experience and Quality Strategy team is a member of the SMT (Senior Management Team) within the Personal Systems organisation.

You will lead the Experiences, Quality and Curation teams. The Experiences Team is responsible for defining experiences strategy for our Products and will work closely with the core product teams in the Global Business Units. The Quality team is responsible for measuring customer satisfaction and identifying opportunities to address customer issues.

To be successful, you will set clear plans with the General Manager for our top products and drive the adoption of new products with a special focus on new categories.
Successful candidates will have extensive experience in software and experience in product management. You must have strong track record of customer empathy and a focus on quality.

Key Responsibilities:
Lead a team of employees who drive experience strategy and curate experiences throughout the development process.

Develops strategy that sets the priorities for and defines new products. Responsible for operational success, strategic alignment and integration of activities with other major organisational functions.

Fully accountable for the success of the designated function or department. Owns a significant number of measurable functional, operational and strategic goals or priorities such as customer satisfaction, new feature introduction, etc.. Contributes to the overall strategic definition of a function with strong business acumen. Acts as a key advisor to executive management in influencing the strategic direction of the business.


Education and Experience (minimum):
· College degree in Marketing/Business/Technical
· 15+ years of business experience in Software and Experience Product Management
· Strong track record of customer empathy and a focus on quality
· Amazing analytical skills, passion for products (hands on and strong technical skills (can work and coach on root cause)
· Minimum 5 years work experience leading product development

Knowledge and Skills:
· Demonstrated Management Skills
· Demonstrated strategic leadership in product design or current product management
· Demonstrated experience working with selling partners, R&D or customers
· Proven experience leading, driving and measuring virtual teams towards a common goal
· Ability to interact with all levels of the company, including senior management

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