WALGREENS Hiring for Director, Customer Experience (Remote) Job at Deerfield, IL Full Time

The Director, Customer Experience is responsible for supporting the senior leader and team and accountable for the development and implementation of a long-term, sustainable, customer experience strategy. Responsible for driving central creation and ongoing development of master customer principles and journeys and ensuring consistency across all customer-facing initiatives. Responsible for building and managing a team that will acts as customer advocates. Collaborates with partners across functional groups to execute customer experience strategies that will drive customer satisfaction and retention. Determine Customer Experience metrics (KEIs) and backlog sequencing and decision-making to support Customer Experience Champions. Drives the adoption of Customer Experience Principles, Foundational Customer Journey, and other customer experience tools. Provides direction for User Experience designers to follow Customer Experience Principles. Maps operational impacts and requirements at stores/clinics for implementing new experiences.

Job Responsibilities

• Develops, evaluates, and implement strategies to gather and respond to customer feedback.
• Ensures that client perspectives are understood and addressed by business leaders, resulting in improved delivery of products and services.
• Executes strategic plans to enhance the customer oriented experience including streamlining points of interaction between the customer and the company and simplifying processes.
• Establishes innovative concepts, promotes new ideas, and works with cross-functional teams to align customer interests with business and department objectives and strategies
• Proactively identifies strategies and opportunities to improve customer experience processes and service delivery.
• Removes barriers and helps resolve complex issues escalated by the customer experience team.
• Partners closely with cross-functional teams to develop and implement Customer Experience strategies.
• Develops and influences cross-functional policies and processes that impact the Customer Experience.
• Leads Customer Experience team to coordinate customer experience efforts across various initiatives and identify and address gaps and overlaps.
• Develops and mentors staff through on-boarding, open communication, training and development opportunities and performance management processes; builds and maintains employee morale and motivation; ensures the team is appropriately staffed with required competencies; fosters a diverse and inclusive workplace.

An Equal Opportunity Employer, including disability/veterans

About Walgreens Boots Alliance

Walgreens Boots Alliance (Nasdaq: WBA) is a global leader in retail pharmacy, impacting millions of lives every day through dispensing medicines, and providing accessible, high-quality care. With more than 170 years of trusted healthcare heritage and innovation in community pharmacy, the company is meeting customers’ and patients’ needs through its convenient retail locations, digital platforms and health and beauty products.

Including equity method investments, WBA has a presence in more than 25 countries, employs more than 450,000 people and has more than 21,000 stores.

WBA’s purpose is to help people across the world lead healthier and happier lives. The company is proud of its contributions to healthy communities, a healthy planet, an inclusive workplace and a sustainable marketplace. WBA is a participant of the United Nations Global Compact and adheres to its principles-based approach to responsible business.

WBA is included in FORTUNE’s 2021 list of the World’s Most Admired Companies*. This is the 28th consecutive year that WBA or its predecessor company, Walgreen Co., has been named to the list.

More company information is available at www.walgreensbootsalliance.com.

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Basic Qualifications

• Bachelor’s degree and at least 6 years of experience in customer insights, marketing, and/or customer experience OR High School/GED and at least 9 years of experience in customer insights, marketing, and/or customer experience.
• Experience establishing & maintaining relationships with individuals at all levels of the organization, including the executive level.
• Experience developing strategic initiatives which align with business goals and budget.
• At least 2 years of experience contributing to financial decisions in the workplace.
• At least 3 years of direct leadership, indirect leadership and/or cross-functional team leadership.
• Willing to travel up to 10% of the time for business purposes (within state and out of state).

Preferred Qualifications

• MBA/Master’s degree.
• Experience bridging across several related projects with the goal of establishing and governing common CX approach and processes across the functions.