Vice President, Customer Experience

Position Summary

The VP of Customer Experience is responsible for facilitating ownership of customer experience excellence throughout each phase of the customer journey. Our vision for customer experience excellence is to be organizationally aligned with the expectations and goals of our strategic customer segments; consistently creating a seamless, transparent, and frictionless environment that fosters mutual growth. This position reports to the COO, is part of the leadership team, and influences the management team in providing seamless interactions and mutual value to customers. As strategic customers expectations evolve, this role will drive ongoing alignment to maximize customer lifetime value growth.

This position will lead the Program Management Office (PMO) and facilitate creating and evolving our company-wide, customer experience programs. These customer experience programs include customer research and analytics, customer relationship management and customer success, customer service and business process improvement for projects and operations. This position will work closely with business development, PMO, the divisions, marketing, human resources, strategy, contracts, finance, IT, quality and sales leaders to jointly embed and facilitate customer experience excellence ownership and alignment through the seven phases of the Customer Experience according to ITIL 4:

• Explore
• Engage
• Offer
• Agree
• Onboard
• Co-Create
• Realize Value

Core Responsibilities:

• 50% Designing and Implementing Customer Experience Systems (people, process, technology) to achieve value.
• 20% Collaborating and evangelizing the Skyline Customer Experience with departments that will deliver the value in a consistent manner.
• 20% Listening to our customers via attending Quarterly Business Reviews, monthly meetings, to understand how value is being delivered and perceived.
• 10% Managing client escalations and ensuring the customer perception is favorable and co-creation of value is achieved for both Skyline and the customer.

Education and/or Experience Requirements

• Bachelors degree required
• Masters degree preferred

Ideal Technical Skill Requirements

• ITIL expertise v3, 4 (Drive Stakeholder Value); value streams
• Lean/Six-Sigma training
• Scaled Agile training
• ServiceNow experience

Position Specific Competency Requirements

Required:

• Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.
• Proven ability to produce holistic solutions while taking advantage of diverse perspectives.
• Experienced in navigating ambiguity and change with an entrepreneurial mindset.
• Track record of customer-centric decision-making.

Preferred:

• Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management.
• Track record of frequent personal interactions with customers.
• Tech-savvy in evolving technologies.
• Comfortable with public speaking and facilitating large group sessions.
• Work experience in multiple P&L units or multiple functional areas, such as marketing, quality, service, etc.
• Certified Customer Experience Professional (CCXP).