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VP, Customer Experience Enablement

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Date: Aug 13, 2019

Location: Cincinnati, OH, US, 45212

Company: CDK

Job Description

Accelerate Your Career

Drive global technology

 

With more than $2 billion in revenues, CDK Global is a leading global provider of integrated information technology and digital marketing solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK provides solutions to dealers in more than 100 countries around the world, serving approximately 28,000 retail locations and most automotive manufacturers.   CDK Global solutions automate and integrate critical processes from pre-sale targeted advertising to the sale, financing, insurance, parts supply, repair and maintenance of vehicles, with an increasing focus on utilizing data analytics and predictive intelligence.   

 

We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organization where every person matters. You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.

 

From data scientists to sales and client service experts, we’re hiring to support your growth and ours - Green light your career.  

OFFICE LOCATIONS: Hoffman Estates, IL - Norwood, OH -  San Jose, CA -  Austin, TX

 

Reporting to the EVP, North America Customer Experience, the VP, Customer Experience Enablement will work with peer leaders (VP, Customer Support; VP, Customer Success; VP, Customer Delivery; Sr. Director, Learning and Performance, VP, Finance, and VP, HR) to develop innovative and proactive approaches and practices to drive best-in-class customer experience across the team. This position sits on the North America Customer Experience Leadership team.

 

KEY RESPONSIBILITIES:

  • Establish, refine and publish definitive KPIs to track, monitor customer experience
  • Create service measurements of success for internal and external teams (e.g., Deploy comprehensive service level agreements to external vendors; build visible scorecards to drive internal teams in the USA and India to these agreements)
  • Leverage data, programs and technology to improve KPI’s through performance management, governance and automation; set goals/priorities and using metrics to ensure resources are focused on the right initiatives/ work with other functions across the organization to ensure timely completion.
  • Partner with R&D & IT to deploy improvements in products and infrastructure facilitating improved ease to install and support (including Product improvements, Robotic Process Automation, Workflow automation, process standardization and program prioritization)
  • Work with multiple internal groups within and outside the Customer Experience team (e.g., Sales) to build an end-to-end single customer view
  • Explore, recommend, and influence executive leadership to adopt new technologies and/or explore vendors to improve productivity and customer engagement (e.g., machine learning, chat bots, artificial intelligence, education videos, self-serve web portals etc.)
  • Build and continuously improve customer propensity models.  Incorporate learnings into improvements in support, implementation and customer lifecycle management by running strategic campaigns in partnership with the rest of the Customer Experience Leadership Team
  • Lead a small team of strong leaders to deliver 10-15% improvement in productivity in the first year as well as positive improvement in Customer Experience.
  • Participate in and co-facilitate monthly customer experience senior leadership meetings to update on infrastructure, program and NPS improvement initiatives
  • Drive governance and problem resolution with strong feedback loops to product, IT, Sales and business leadership

 

REQUIRED EXPERIENCES AND COMPETENCIES:  

  • Bachelor's degree required; particularly in Information Technology, Computer Science, Statistics, or Business Administration; Master's Degree preferred.
  • 15+ years experience, including customer experience improvement roles (NPS and other productivity improvements), business transformation, etc.
  • Leverages outside-in perspective, stays abreast of trends in the marketplace
  • Global experience leading offshore groups
  • Agility to work cross functionally and across a large, complex matrixed business to accomplish results
  • Strong communication skills (written and verbal) with a number of constituencies, including executives, customers, all levels of employees (e.g. interfacing with floor support, installers, etc. to get a strong understanding of the customer viewpoint, etc.).
  • Proven record of business results and in measuring success via KPIs
  • Experience with data science, data modelling and business case preparation; including proven expertise in decision-making
  • Superior leadership skills; fosters a culture to attract and retain top talent and to inspire innovation/ drive results; excellent employee engagement track record
  • Strong listening, collaboration and presentation skills
  • Relentless negotiator – cost conscious
  • Strong budgeting/ financial acumen- proven track record of managing a cost P&L
  • Track record of driving rapid change, transformation and growth
  • Ability to work effectively in dynamic, rapidly changing, team-based environment
  • Understanding of call center technology, workforce management
  • Lean Six Sigma certification a plus
  • Previous experience in customer support consulting, vendor management/third party engagements a plus

 

CDK Global knows you have passions outside of work.  You have family, friends, sporting events, and lots of things going on.   That’s why we offer a comprehensive benefits package to not only take care of you but your family as well.   All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.  


Nearest Major Market: Cincinnati

Job Segment: Outside Sales, Consulting, Computer Science, Advertising, Supply, Sales, Technology, Marketing, Operations

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