Digital Customer Experience Resume Sample
Chelsie Lowe
10735 Zack Mill,
Detroit,
MI
+1 (555) 972 9411
Work Experience
Director, Digital Customer Experience
03/2017
-
PRESENT
Chicago, IL
- Think strategically and to connect the dots to the bigger picture, while very comfortable diving into the details required to ensure successful execution
- Demonstrated experience with the adoption of technology and the impact to G2M models and organizational structures
- Expert process discipline and results orientation
- Expert facilitation and written communication skills with ability to flex between strategic and tactical topics with varying audiences
- Demonstrated ability to lead multiple projects in a fluid environment
- Expert consulting and influencing skills to challenge existing models and seamlessly incorporate digital into the overall customer experience
- Proficient in documenting user experience requirements considered an asset
- Background in writing ‘use cases’ considered an asset
- IT experience including CRM experience and the development of customer and dealer centric solutions
Gdm-sbs-digital & Customer Experience Team
03/2010
-
01/2017
Los Angeles, CA
- 5-8+years of leadership experience including 3+ years at senior level
- Broaden experience in Global Business Transformation Program Management
- Experience developing and implementing with CPQ (Configure, Price and Quote) software solutions, E-commerce and CRM (Salesforce) experience
- Strong data integration, master data, API and data analytics experience
- Global portfolio management expertise including the ability to manage the integration of multiple solutions and data, driving a connected strategy for our
- Very good knowledge of project management methods
- Influence regions to collaborate on the development, deployment and adoption of new systems and enhancements to existing ones
Digital Customer Experience
11/2004
-
09/2009
Boston, MA
- Work in a cross-functional global team environment, interacting with multiple cultures and coordinating cross functional improvement projects
- Strong leadership skills, with the ability to effectively function in a supportive/consultative/coaching role, influencing others
- Business level skills in English (company language); other European languages as e.g. German, French or Italian are an advantage
- Travel (approx. 50%)
- Use insight from a range of data sources, such as NPS, TrustPilot etc., to understand our customers, what’s working well and where the pain points are. Help create and run a Voice of the Customer (VOC) programme to gather further customer insights
- Design and develop initiatives to drive increased NPS: scoping, business casing, requirements gathering, UI/UX collaboration and testing. Think innovatively to understand where we can delight our customers and stay ahead of the curve
- Support the Digital Self Service Manager and Customer Experience Manager in driving usage of the iD app. Help make the app the first port of call for our customers by addressing customer feedback, usage insights and coming up with new ideas
Education
Herzing University - Minneapolis Campus
1999 - 2003
Bachelor's Degree in Design
Professional Skills
- Superior judgment, team building, budgeting, communication skills
- Well developed PC skills (Word, Outlook, Excel, PowerPoint)
- Experience in consulting and/or start- ups and/or digital agency environment
- Direct working experience with leaders within high performance digital product and development cultures
- Relevant experience in design and/or consumer facing technology product development
- Relevant project management experience at scale
- Working knowledge of the digital COE marketing technology stack, processes, workflow, and measurement tools
How to write Digital Customer Experience Resume
Digital Customer Experience role is responsible for business, digital, analytical, leadership, languages, customer, organization, planning, training, integration.
To write great resume for digital customer experience job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Digital Customer Experience Resume
The section contact information is important in your digital customer experience resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Digital Customer Experience Resume
The section work experience is an essential part of your digital customer experience resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous digital customer experience responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular digital customer experience position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Digital Customer Experience resume experience can include:
- Proven leadership skills with the ability to communicate effectively at all levels of the organization
- Data driven with analytical thinking and strong attention to detail, excellent written and verbal communications skills
- Analytical skills to effectively interpret and utilize quantitative and qualitative data to influence planning and optimization
- Strong, integrated thinking skills
- Experience in customer experience and/or digital experience roles
- Strong organizational skills with the ability to execute/implement on strategic designs
Education on a Digital Customer Experience Resume
Make sure to make education a priority on your digital customer experience resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your digital customer experience experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Digital Customer Experience Resume
When listing skills on your digital customer experience resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical digital customer experience skills:
- A strong track record of leading and delivering across multiple concurrent programs
- A strong track record of leading multiple concurrent programs; includes account management across multiple “clients.”
- A solid end-to-end understanding of UX/product development methodologies
- Ensures that DCX output meets the Digital Channels’s vision of legendary customer experiences
- Contributes to the development of the Digital Customer Experience group’s culture and quality standards
- Experience in the telecommunications or Web development industry
List of Typical Experience For a Digital Customer Experience Resume
1
Experience For Director, Digital Customer Experience Resume
- Support redesign and evolution of effective closed-loop processes for customer contact management and social media channels
- Contribute to the creation of the Digital team’s overall digital strategy and be accountable for achieving our goals
- Leadership: Creating a culture of trust and empowerment to ensure we collaborate to win
- Support the development of the customer adoption process for the business which includes how CX can be more integrated with a complete solutions development process, including responsibility for a new product, customer experience development team
- Support the evolution of CX quality programs, which include service level setting for customer facing support functions as well as project management work for reducing the numbers customer issues encountered per order
- Drive adoption of digital and self-service tools through management of a high-touch field support team
- Collaborate and drive improvements to the company’s lead management process
- Drive the concepts of design thinking and user-centered design in the broader organization and general efforts to improve the over company maturity with customer experience
- Support and drive improvements to customer care technology platforms used globally
2
Experience For Inbound Digital Customer Experience Offering Manager Resume
- Experiment with new digital approaches for customer contact management and develop a roadmap for relevant scalable technologies with the information technology and business groups
- Steward the CX and DCX metrics for the organization, including NPS, CES and FCR to drive priorities for CX improvements in the organization, facilitating management of customers as an asset and driving shared customer accountability, all tied to ROI
- Perform appropriate benchmarking within the industry to enhance digital experience strategy, programs and performance
- Lead team members in alignment with Allegion Values, ensure learning and growth opportunities and provide appropriate coaching to ensure deliverables are met, enhance performance and drive genuine employee engagement
- Proven commitment to achieve goals; Ability to design and drive performance measures that enable the right behavior
- Exceptional customer focus with ability to understand customer needs and balance with those of the business
- We are open to a remote employee who is within 30 miles of an international airport
- Lead the design, build and execution of OneEmerson global website initiative. Work with the business units and world areas across the platform on the adoption of the OneEmerson website tools and capabilities. Define, lead and execute the roadmap for enhancements, new capabilities and rollout globally and across business units
- Lead the digital strategy for the Commercial & Residential Solution’s platform. Identify relevant emerging trends and technologies in the digital landscape and the application to the businesses across the platform
3
Experience For Director IT Digital Customer Experience Resume
- Drive the adoption and usage of standard CX tools such as customer journey mapping, ecosystem mapping, customer sentiment analysis. Identify and execute projects to improve digital customer experiences
- Serve as thought leader and advisor to teams across the organization on activation of digital channels, including front end website design and layout, SEM/SEO, engagement, personalization, mobile, application development and integration opportunities. Drive adoption of digital and self-service tools across the platform
- Utilizes analytical skills to evaluate end-to-end customer experience across all digital channels and customer touch points, including rigorous testing and experimentation to continually improve and optimize strategy and tactics employed
- Promotes the use of digital analytics, voice of customer feedback, usability testing and best practices within the business to drive growth and customer satisfaction
- Proven leadership experience to grow a team, to build a business, and manage varies levels of business relationship complexity
- Create a vision and roadmap that optimizes the customer experience
- Influence culture, strong mentor and collaborator across disciplines
- Effective creative problem solver
4
Experience For VP Digital Customer Experience & Innovation Resume
- Responsible for the customer experience process in digital and remote points of contact
- Adapt and maintain a consistent budget, hiring plan and project portfolio
- A direct partner with the Digital Relationship Manager aligned to one or more businesses to advise the CEO and executive leadership team on the long-term vision for businesses Digital presence
- Collaborate with Digital Product, Technology, Relationship Management and others to transition concepts from design to implementation teams
- Understand emerging “special” executive initiatives, ingest the business requirements and customer impacts – then explore a wide range of creative avenues, flesh out resulting visions, and evolve them via research and collaboration, eventually determining paths to implementation
5
Experience For Director Digital Customer Experience Transformation Resume
- Travel ~10-25% of the time
- Instinctively identifies irresistible creative backed by the needs of the end user
- Self-organized and can manage multiple, concurrent programs and requests
- Organized, composed and can present well to senior executive audiences
- Able to overcome adversity and obstacles
- Consistently delivers quality work on time
- Development of integration and maintenance of customer data
- To guarantee the performance of data and customer campaigns strategies in accordance with business KPIs
- Definition and implementation of the digital customer journey strategy
6
Experience For Digital Customer Experience Senior Manager Resume
- Act as the main escalation point for solving problems related to our data domain, being able to prioritize the different evolution and development activities of the Master Data Standards
- Revise / approve the Master Data standards to ensure that any change of key elements in the Data standard is sufficiently understood and its impact is fully evaluated
- Delivers Operational Excellence by identifying and implementing process improvements and informing standards that enable great customer experience
- Lead the implementation of tools and platforms to support a World Class Customer experience and loyalty programs
- Management, planning and execution of a budget
- Establish standards for data management and define the Roadmap of business data models
7
Experience For Digital Customer Experience Lead Resume
- Implement and manage data models for new sources of information
- Proficient in database management and data analytics
- Proficient in business analytics and business intelligence
- Salesforce, SICOP or other CRM platforms
- Drives customer-centric service delivery, quality production, and optimization for impact and efficiency
8
Experience For Principal Digital Customer Experience Resume
- Maintains high-quality data in and leverage analytics to drive data-driven decisions
- Manages production agency/vendor management and UAT team to coordinate approval for launch
- Adheres to processes and standards for campaign management and assess operational metrics in order to prioritize work and develop business-focused recommendations
- Uses expertise to influence overall service roadmap and portfolio
- Tests pilots and drives adoption of new capabilities
- Attention to detail to ensure quality and consistency of deliverables
9
Experience For Manager, Digital Customer Experience Resume
- Adept at vendor/agency management to maintain healthy partnerships and deliver operational excellence
- Design integrated cross-channel plans that drive results, enable optimization, and quality delivery of digital campaigns
- Partner with CMG partners to understand business goals and provide inputs for resourcing to support delivery against these goals. Ensure dependencies/timelines understood, managed, and communicated to key stakeholders
- Orchestrate delivery of customer experiences in partnership with CMG. Leverage expertise to optimize, refine, and enhance these experiences to drive customer satisfaction
- Accountable for compliance. Works in alignment with the Promotional Review Committee (PRC) and Healthcare Compliance Office (HCO) systems and policies to ensure development of compliant and effective promotional tactics
- Establishes work priorities and timelines, exercises judgment in selecting methods for approaching new projects, and demonstrates influence in aligning CMG partners to meet cross-channel needs
10
Experience For Gdm-sbs-digital & Customer Experience Team Resume
- Working knowledge across a range of Digital & Product Marketing responsibilities. Applies emerging knowledge and trends in one’s area of expertise to improve results, and keep partners informed of new service offerings
- Experience in designing and improving customer experience through implementing new technologies and processes
- Build business cases for these functionalities, setting aspirational targets both in terms of customer experience improvements and financials
- Experience in working with online channels (website, mobile app) is an advantage
- Define key functionalities of the above tools together with business teams in order to enhance digital experience
- Detail out digital experience to be delivered and designs processes required – with special focus on service stations
List of Typical Skills For a Digital Customer Experience Resume
1
Skills For Director, Digital Customer Experience Resume
- Excellent communication, leadership, presentation, and interpersonal skills are required to interact with a wide variety of audiences
- Strong project management skills to meet goals within constraints of time and budget
- Happy learning and effectively navigating complex client organizations and processes
- A solid end-to-end understanding of User Experience in product/service creation
- Planning and complex project management experience
- Design-thinking or user-centered thinking training and experience
- Direct working experience with senior executives within a collaborative culture
- Relevant experience in design and/or consumer facing digital product development
2
Skills For Inbound Digital Customer Experience Offering Manager Resume
- Innovative and entrepreneurial in spirit with strong financial understanding
- Manage competing priorities and deliver strategic guidance to the Product organization
- Experience in working on customer journeys to create, analyse and optimize
- Develop compelling reasons for action that radically improve customer experience delivery
- Experience in the managed care, pharmaceutical, or biotech industry
- Evolve the role of the company’s field support to facilitate better customer adoption of digital tools and more effective sales support functions
- Understanding and appreciation of working within a regulated environment
3
Skills For Director IT Digital Customer Experience Resume
- Learning mindset and ability to identify/apply learning to other situations
- Marketing campaign configuration and management
- Passion for leading and cultivating innovation and launching new products/services
- Data gathering, analysis, reporting and quality management in corporate projects, leading negotiations with business and technical areas
- Drive the adoption and usage of standard CX tools such as customer journey mapping, ecosystem mapping, customer sentiment analysis, etc
- Fluent working knowledge of InDesign, Photoshop, Illustrator, sketch, Invision, and Keynote
- Exceptional written and verbal communication skills – able to present status, facts, thoughts and ideas in a clear, concise, convincing and organized manner ability to senior stakeholders
- Passion for leading and cultivate a high-performance innovation and design culture
4
Skills For VP Digital Customer Experience & Innovation Resume
- Highly competent in handling ambiguity and conflict resolution associated with working in a fast-paced and changing environment with multiple constituencies, multiple simultaneous objectives and deadlines
- Experience in customer oriented areas, including contact center, customer care, quality operation, service center, with technical and business skills
- Keen ability to lead a team applying proven people management practices to motivate and foster professional development
- Think clearly and contribute to discussions and strategy during the entire design process, from concept through delivery
- To define and develop our customer data strategy, including the life cycle of the data, access, inputs, outputs, integrity, quality and structure
5
Skills For Director Digital Customer Experience Transformation Resume
- Implementation of data acquisition, modeling and reports
- Adobe Campaign / Marketing Automation Campaigns platforms
- Process design and data modeling
- Deep familiarity with service production marketing technology, processes, and tools
- Apply data and analysis to drive decision making
- Background/understanding of technology integration and related executional and process impact
- Data management solutions architect
- Business Intelligence and Data Warehouse operation
6
Skills For Digital Customer Experience Senior Manager Resume
- Data policy definition and operation
- 3-5+/5-8+ years experience working in digital/email marketing, digital production, campaign management, marketing technology, or marketing operations related functions
- Experience in digital/software marketing
- Experience in multichannel/digital marketing
- Proven IT experience with excellent communication skills and the ability to understand and articulate to all levels of management representing both technical and business perspectives
7
Skills For Digital Customer Experience Lead Resume
- Strong negotiation, facilitation and persuasion skills enabling internal and external members to come together to solve a business problem Strong analytical thinker with ability to associate technical tasks as well as relate to pertinent business processes
- A strategic change agent with the ability to win hearts and minds; taking people on a journey of wide spread change and communicate the vision and strategy to key executives. Ability to influence within a matrix organisation and present at Executive level
- Strong leadership credentials and track record of developing high performing teams and transforming capabilities
- Strong focus on the customer, speed of response, cost efficiency and a keen eye for detail
- Experienced in complex project leadership across broad matrix teams
- Develop digitally native solutions that drive omnichannel experiences
- Deep expertise in digital marketing; e-commerce, insights development, campaign analytics, content generation, SEO, multi-channel marketing
- Point to ROI derived from change initiatives and appreciative of the need for results across the short, medium and long term
- Well-networked with key digital partners e.g. Google, Facebook, Amazon
8
Skills For Principal Digital Customer Experience Resume
- 1-in-2 households in North America
- Create the next generation of rapid fulfillment offerings through informed data analysis
- Lead multi-team discussions about trade-offs and potential impact
- Deliver solutions! Own the execution end to end. See the project through a 4000+ store launch
- Form deep knowledge of our site, platform, and communications. Let us know why customers love us and what makes them pull their hair out!
- Plan site activities with inputs from operations and technology leaders. Stays informed on key business initiatives and strategy for Jet.com, Walmart.com and stores
- Ensure operational objectives are communicated to cross-functional business partners and external partners to raise awareness of business performance
- Creative executive. The front-line partner with LOB CEOs and their senior leadership teams to jointly create the long-term vision and the means to achieve the corresponding customer experience
- Organizational leader. Assume total accountability in terms of career development, learning programs, cultivating high-performance teamwork, innovation, project success and management responsibility for an entire customer experience team
9
Skills For Manager, Digital Customer Experience Resume
- Business partner. Fully participate in emerging business initiatives and LOB roadmaps – assimilating business requirements and championing corresponding customer journeys – then drive end-to-end creation towards commercial realization of the best customer experience solutions
- Thought leader. Continuously engage and scan the horizon both inside and outside of JP Morgan Chase to interpret emerging social, technology and business trends that inform our vision for the future
- Drive key CX improvement projects that have been identified in our business to improve customer experiences
- Business owner. Adapt and maintain a budget, strategic plan, talent strategy and project portfolio
- A leader of leaders. Leadership acumen for cultivating highly motivated teams, partnering with senior business / technology leaders, bringing positive change, and launching solutions based on high value customer journeys
- True team player. Partner with other DCE leaders to create a strong and cohesive firm-wide team that can effectively “connect the dots” across LOBs
10
Skills For Gdm-sbs-digital & Customer Experience Team Resume
- Travel ~10-25% of the time. Our key DCE locations are: California Bay Area, Dallas (Plano), and New York City
- Work closely with the Social Media Customer Care team and Customer Services team to understand customer service issues and opportunities to improve
- Maintain and create customer journeys and use them to identify pain-points and delight moments
- Customer obsessed with proven marketing experience within any of the following: customer experience (design and/or delivery), CRM, innovation, customer proposition development, customer strategy
- Comfortable leading projects and communicating with cross-functional and virtual teams
- Use insights and data to make the right decisions for customers
- Formulate and deploy long-term strategic plans for acquiring, developing and enabling efficient and cost effective IT solutions to meet the company’s business objectives
List of Typical Responsibilities For a Digital Customer Experience Resume
1
Responsibilities For Director, Digital Customer Experience Resume
- Working knowledge of the healthcare ecosystem including the regulatory environment, each customer type - e.g. HCPs, patients, payers, and how they interact
- Is goal-directed, persistent; driven to achieve objectives. Holds self accountable for commitments and holds partners accountable for delivering on business strategies
- Solution-driven, demonstrating the ability to proactively overcome hurdles and providing solutions to meet objectives
- Influence and inspire individuals and teams across CMG network. Builds credibility with key stakeholders. Contributes expertise to help colleagues within and beyond digital area. Demonstrates ability to foster exchange of ideas, drives key decisions and business outcomes by employing effective engagement and influence skills
- Demonstrates an enterprise mindset, integrating digital knowledge with a broader business perspective and appreciation for our markets, customers, and the overall biotech industry
- Strong communication and partnering skills. Works effectively and efficiently in a cross-functional model, aligning requirements and scope with internal/external stakeholders. Recognizes the contributions of teammates and peers
- Translate strategic direction into action plan for self, and make progress in the face of ambiguity. Ability to flex and thrive in an ambiguous environment undergoing transformational change
2
Responsibilities For Inbound Digital Customer Experience Offering Manager Resume
- Strong sense of curiosity and a desire to learn about digital technologies
- Proactive mindset, positive attitude and a strong sense of ownership and team mentality
- Drive implementation across eight countries of the Consumer Services business unit through extensive communication and training
- Category “B” driving license
- Professional use of Microsoft Office (incl. MS Project or similar other project management tool)
- Openness to different cultures across CEE and willingness to travel in the region (position involves travel in 20% of time)
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