Senior Director Customer Experience

Senior Director Customer Experience

Description

  The National Fire Protection Association’s mission is to help save lives and reduce loss with information, knowledge and passion. Established in 1896, we are dedicated to the elimination of death, injury, property and economic loss due to fire, electrical and related hazards. The Association delivers information and knowledge through more than 300 consensus codes and standards, research, training, education, outreach and advocacy; and by partnering with others who share an interest in furthering the NFPA mission.

To better meet the needs of those who rely on our information and knowledge to keep people and property safe, we are amidst a transformation to expand our influence and further our safety mission. We are becoming increasingly digital and global to grow, thrive and save more lives from fire, electrical and other hazards. To accomplish this, we need effective leaders at all levels of the Association who understand what we are striving for, why it is important, how to execute on our vision and who passionately want to see NFPA through this important stage. It is an exciting and empowering time to work at NFPA.

The NFPA is looking to add a Sr. Director of Customer Experience. This person will lead the strategy and execution of our customer experience initiatives, ensuring that every customer interaction aligns with our brand values and goals. This role involves overseeing the entire customer journey, overseeing the customer call center, identifying areas for process improvement, and implementing strategies to enhance customer satisfaction, loyalty, and retention. The ideal candidate will have a strong background in customer experience management, excellent leadership skills, and a passion for continuous improvement and driving a customer-centric culture. This role requires a data-driven leader who can develop and execute strategies to enhance customer satisfaction while collaborating cross-functionally to implement best practices that support business growth.

Key Responsibilities:

Customer Experience Strategy:

· Create and execute a comprehensive customer experience strategy that aligns with the company’s vision, goals, and brand values.

· Define and map the end-to-end customer journey to identify key touchpoints and areas for improvement.

· Collect, analyze, and interpret customer feedback, surveys, and data to identify trends and actionable insights.

· Use data-driven insights to make informed decisions on enhancing customer interactions and service delivery.

· Collaborate with cross-functional teams (e.g., Marketing, Sales, Product Management, IT) to optimize customer touchpoints and streamline processes.

· Implement innovative solutions to address pain points in the customer journey.

· Champion initiatives that enhance customer engagement, loyalty, and personalized experiences.

Lead the Customer Experience Team:

· Build, mentor, and lead a high-performing customer experience team.

· Oversee the operations of the customer call center, ensuring efficient handling of customer inquiries, complaints, and requests.

· Foster a customer-first culture across the organization, ensuring all departments prioritize customer satisfaction.

Process Improvement and Efficiency:

· Identify and analyze areas for operational and process improvement across customer touchpoints.

· Implement process improvements to streamline workflows, reduce inefficiencies, and enhance overall customer experience.

· Work closely with other departments to ensure seamless integration of new processes, technologies, and customer service best practices.

Monitor and Report on Performance Metrics:

· Establish KPIs and metrics to measure customer satisfaction, loyalty, call center performance, process improvements, and overall experience.

· Regularly report on performance to senior leadership and make recommendations for improvement.

Requirements

Qualifications:

· Bachelor’s degree in Business, Marketing, or a related field.

· Proven experience (10+ years) in a customer experience or related leadership role.

· Strong analytical skills with the ability to interpret complex data and translate insights into actionable strategies.

· Experience with Lean, Six Sigma, or other process improvement methodologies is a plus.

· Excellent communication, leadership, and interpersonal skills.

· Experience with CRM systems, customer feedback tools, and data analytics platforms.

· A strategic thinker with a passion for delivering exceptional customer experiences.

- Ability to travel to the MA office locations as needed.