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Associate Director

Company: HCL Technologies
Location: Cary
Posted on: January 15, 2022

Job Description:

Job Description (Posting).--- Work with team members and clients to understand and document existing Customer Experience behavior and outline direction to improve same. --- Define the overall CX strategy and vision for the client experiences across all channels, aligning with HCL's broader business strategies.--- Ensure delivery of high quality CX across multiple projects at any given time, providing oversight and guidance while empowering senior team members. --- Plan, facilitate and/or participate in ideation or collaborative CX workshops. --- Build and maintain productive relationships with diverse teams spanning all organizational levels.--- Work collaboratively with other teams, disciplines and third-party vendors.--- Deliver client experiences that are measurable and drive higher conversion and satisfaction across all digital products.--- Interpret analytics, to make recommendations for ongoing improvements.--- Manage BCM and user adoption across multiple clients. --- Cleary communicate customer insights to large, global, cross-functional teams and senior stakeholders.--- Participate to continuously improve the CX work, processes and culture within the organization as well as client properties.--- Provide CX scoping and project definition in alignment with the needs of the business.--- Recruit, hire, manage and CX & BCM staff. --- Create/Drive/Recommend strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; and anticipating requirements.--- Design, conduct, and evaluate studies to understand and improve CX experience, documenting requirements.--- Work directly with clients to identify requirements and ensure a positive experience.--- Create mock-ups and track metrics related to identifiable factors that change user experience.--- Create and implement strategies that improve user experience.--- Work with team members and clients to understand and document project business goals and desired user behaviors to create business specifications.--- Define the overall CX strategy and vision for the client experiences across all channels, aligning with our broader business strategies.--- Plan, facilitate and/or participate in client collaborative journey mapping sessions. --- Build and maintain productive relationships with diverse teams spanning all organizational levels.--- Work collaboratively with other teams, disciplines and third-party vendors.--- Deliver client experiences that are measurable and drive higher conversion and satisfaction across all aspects.--- Participate to continuously improve the CX work, processes and culture within the organization as well as client properties.--- Provide CX scoping and project definition in alignment with the needs of the business.--- Developing, designing, maintaining, and optimizing a user experience across customer facing and ordering platforms that is consistent with our brand. (1.) To anchor process improvementorcompliance and other organizational initiatives (2.) To liaise with HR for recruitment or resourcing and guide and develop the team for better performance and retention (3.) To ensure business results including assistance in Project acquisition from Bid defense and ContractorProposal review perspective (4.) To ensure customer engagement or satisfaction and referenceability (5.) To plan for Program and Delivery Management and ensure that the agreed deliverables in terms of time, cost and quality are metQualificationGraduation (Others) No. of Positions1Skill (Primary)Domain Competencies-Customer Relationship Management-Marketing Employee GroupBusiness Supp FT CityCaryEntityINFRAAuto req ID872443BRLocation: North Carolina Experience: 11-15 Years Country: USA

Keywords: HCL Technologies, Cary , Associate Director, Executive , Cary, North Carolina

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