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Job ID: JR0813766
Job Category: General
Primary Location: Dallas, TX US
Other Locations:
Job Type: Experienced Hire

Sr Director of Customer Advocacy

Job Description
This position will report directly into the Chief Customer Officer to execute strategy to continually transform the Company culture and deliver the ideal customer experience. We are seeking an experienced executive to engage the employee base in defining and managing customer relationships and ensure short and long term initiatives are customer centric in nature.Key Responsibilities:Grow the customer base, enhance profitability, increase the strength of the customer base as an asset, and help balance traditional focus on cost cutting and revenue growth.Serve as an advocate and voice of the customer by identifying current issues and trends and optimizing opportunities to understand and take action on customer needs.Intensifying customer focus by improving customer experiences enterprise-wide and ensuring consistency across all channels of customer interactions.Identify and focus on customer behavior movement as a result of implemented initiatives to establish connection and ROI to customer-driven growth.Own / update customer journey maps and continually identify pain points and moments of truth.Collaborate with Executive Team by providing guidance and recommendations on key decisions.Define what our customers' value and understand their evolving needs.Establish metrics and assemble customer feedback from multiple sources, including survey data, market research, community events and call center feedback to understand the customer experience and drive improvement.Influence a culture where the customer is consistently considered across the organization in all major decisions.Establish experiential learning for walking in the customers' shoes.Partner in the development of new offerings with a focus on customer centricity.Oversee improvement activities aimed at reducing costs, increasing accuracy and efficiency of both internal and external customer satisfaction.Provide oversight of cross functional groups for major on-going customer experience initiatives and quick wins.Assist functional leaders with delivering united communication and focus on experience outcomes.


Qualifications

Education and qualifications:The successful candidate will hold a Bachelor's degree from a university of recognized standing. A Master's in Business Administration (MBA) would be an asset.Experience and technical skills :A professional that has experience in developing and delivering customer experience strategies and programs in an organization recognized for its success in customer excellence.Is at the forefront of leading edge customer insights - big data, data integrity, forecasting, trend analysis, competitive positioning and profiling. Able to capture and analyze customer metrics to improve retention, loyalty and experience.Experience with Net Promoter methodology and system implementation and maturation cyclesStrong leader/collaborator - able to partner and influence the business globally to deploy cultural strategies and implement the plan. Will work across every segment of the organization to connect and align all touch points to ensure the service experience is consistent across every aspect of the organization.Ability to drive accountability throughout the organization by leveraging metrics - financial, operational and customer data.High intellect and business acumen - anticipates and assesses needs; manages business risks and organizational dynamics; problem-solver: able to analyze diverse options, identify and articulate likely consequences, and develop and propose superior fact-based solution.Experience and comfort working with Senior Executives to gain support for new initiatives and investments.Personal Characteristics:Collaborative leader - tears down silos to build active partnerships with business teams internally to drive a more compelling customer experience across the organizationManagerial courage - has the experience and judgment to not hold back things that need to be said or done; provides direct, positive and corrective feedback to others; will influence, challenge and persuade others to the right course of action.Influencer - possesses strong impact and influencing skills to gain support and commitment from others and mobilize people to take action. Ability to drive and achieve results through others.Visionary - communicates a compelling road map; looks to the future and inspires others to follow.Change agent - challenges the status quo.Strong execution skills - not afraid to roll up sleeves.An implementer of best practices - someone who will create the processes, practices and metrics to build and achieve continuous improvement.Confident decision-maker - demonstrates sound judgment; great analytical tool kit with the ability to instill trust and deliver the desired results.Flexible - patient, able to lead and manage change. 

Inside this Business Group

The Intel Security Group combines employees from McAfee and Intel – people with security expertise in hardware, software, and solutions into one business unit focused on building hardware, software, services and end-to-end security solutions. Intel Security Group sets the stage for new levels of collaboration and innovation and will drive leadership in the industry by providing ubiquitous security and identity protection for people and businesses worldwide.


Posting Statement. Intel prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

Position of Trust. This role is a Position of Trust. Should you accept this position, you must consent to and pass an extended Background Investigation, which includes (subject to country law), extended education, SEC sanctions, and additional criminal and civil checks. For internals, this investigation may or may not be completed prior to starting the position. For additional questions, please contact your Talent Consultant.

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