Head of Customer Experience & Insights
Are you passionate about the customer, business transformation, and helping an 110-year old business and beloved brand use insights to drive customer experience and growth strategies? Are you good at collaborating with business unit champions to determine critical business needs, and through research and strategic insights, influence new ways of thinking and to aid in decision making? Read Further!

This role will lead organizational insights for the customer experience strategy and is responsible for defining excellence for the end user. The vision for customer experience excellence is alignment to strategic customer segments’ known and latent expectations, for seamless, transparent, and frictionless experience that promotes growth and brand preference.

The team will be responsible to develop journey mapping, immerse in emerging buying behavior, and create momentum into customer-centricity journey. This position will work closely with marketing, sales, IT, and customer services to develop a strategy and facilitate a unified and shared customer experience vision, roadmap, and influence organizational capabilities and resource allocations to deliver upon the vision.

Roles and Responsibilities:

  • Responsible for building and leading market research, data analytics, strategy development, and communication to provide economic, industry, market, product, and competitive insights to the organization that will aid in strategic decision making.
  • Responsible for building and leading the team of researchers and designers, supporting both the strategic and tactical initiatives such as designing experiences for enterprise strategies as well as specific project implementations within the business units.
  • Proactively collaborate with key stakeholders on assessing business issues that through research and analytics, result in insights and data driven recommendations.
  • Recommend and execute creative problem-solving techniques to design complex multi-faceted research studies using the appropriate data and structure to discover insights needed to meet the project’s objective. Utilize primary research, competitive insights, and industry trends to round out insights and recommendations.
  • Develop customer experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value, including executive-facing analytics, insights, and recommendations to shed light on performance and drive business decisions.
  • Engage in implementation of recommendation by partnering with business leaders to develop action plans, operational designs, and ensure strategic business outcomes are achieved.
  • Coordinate the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touch-points.
  • Establish and roll-out the company’s customer experience maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve. 
Required Skills and Experience:
  • Bachelor’s degree and 10-15 years of related experience, with at least two customer-management roles- such as voice of customer, experience design, customer care, customer intelligence, or customer loyalty.
  • Experience with evolving technology, evolving buying behavior experiences. Experience and appreciation for premium brands in market, preferred.
  • Work experience in multiple business units or multiple functional areas, such as marketing, quality, service, etc., preferred

About Versique:

Versique is a high-performance recruiting firm based in Minneapolis, MN specializing in interim solutions, direct hire, and executive leadership search. We believe people are the ultimate business advantage. Our experienced functional recruiting teams work within a variety of areas of expertise (HR, Finance & Accounting, Demand Generation, IT, and Engineering) and broad industries (Healthcare, Banking, Consumer Packaged Goods, Manufacturing, Private Equity, and Family-Owned). Voted as a “Star Tribune Best Places to Work” three years in a row by our employees, Versique is one of the largest and fastest growing staffing and recruiting firms in the Midwest. The Versique brand represents a powerful combination of “versatile” and “unique” as it hints at the concept of “search” in its pronunciation: ver-seek.

Versique is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors.

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