Customer Service Representative providing positive experiences in insurance support via phone calls. Handling policy inquiries and maintaining customer relations on a hybrid schedule.
About the role
- Customer Experience Director leading comprehensive CX strategy for Health & Nutrition at Glanbia. Partnering cross-functionally to enhance customer-centricity and measurable business performance.
Responsibilities
- Lead the development and execution of a comprehensive CX strategy
- Partner closely with cross-functional leaders to embed customer-centric principles into decision-making
- Elevate critical touchpoints and champion the voice of the customer across the organization
- Influence senior leadership and shape long-term commercial and operational strategy
- Ensure CX initiatives translate into measurable improvements in loyalty, retention, revenue growth, and Perfect Order performance
- Oversee VoC and VoE programs to identify pain points and opportunities
Requirements
- Bachelor’s degree in Business, Marketing, or related field; MBA preferred
- 10+ years of experience in CX or commercial strategy roles
- B2B and complex supply chain experience strongly preferred
- Strategic CX Advisor: Demonstrated experience developing and leading customer experience, commercial strategy, or transformation initiatives
- CX Framework Expertise: Deep knowledge of CX tools including VoC/VoE, journey mapping, experience governance, and performance benchmarking
- Analytical & Data-Driven: Strong proficiency in CX analytics, dashboards, and data visualization tools
- Influence Without Authority: Exceptional collaboration and influencing skills to engage senior leaders and matrixed teams
- Tech-Savvy: Familiarity with experience management and CRM platforms (e.g., Qualtrics, CRM systems)
Benefits
- Competitive compensation including bonus
- 401K
- Health & dental insurance
- Family leave
- Staff discounts
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