Customer Service Representative promoting AAA products and services and providing customer support in the Charlotte Metro Area. Engaging with customers and managing inquiries while promoting membership and travel products.
About the role
- Director of Customer Experience at Labcorp leading insights and analytics for customer-first strategy. Collaborating with cross-functional teams to drive actionable insights and enhance customer satisfaction.
Responsibilities
- Champion customer experience at the executive level, building credibility as a trusted advisor through strategic storytelling and thought leadership that shapes business priorities and drives customer-centric culture
- Lead enterprise-wide Net Promoter Score program, collaborating across business units on survey design, deployment, analytics, and governance
- Evolve the program by fostering best-in class AI-enabled capabilities to enhance predictive insights, automation and reporting
- Develop comprehensive multi-channel feedback strategy (relationship, transactional, journey-based) incorporating active and passive listening posts
- Lead the translation of customer insights (qualitative and quantitative) into strategic imperatives, guiding executive decision-making and business transformation
- Partner with executives to prioritize initiatives based on NPS and related KPIs, fostering customer-centric decision-making
- Benchmark performance against industry standards and provide thought leadership on CX trends
- Serve as Qualtrics platform leader, managing advanced survey builds, dashboards, workflows, automations, and integrations
- Oversee vendor relationships ensuring compliance with healthcare and B2B standards
- Partner with IT to ensure seamless data integration and flow
- Identify customer trends, issues, and opportunities to inform CX strategy
- Measure success of customer improvement programs; analyze feedback to identify pain points and root causes
- Leverage advanced analytics and AI to enhance actionability and depth of insights
- Create compelling data visualizations and dashboards that tell the customer story
- Build and lead high-performing team of analysts and program managers
- Establish team goals, performance metrics, and development plans
- Foster culture of innovation, continuous learning, and customer advocacy
- Mentor team in advanced analytical techniques and strategic thinking
Requirements
- 10+ years managing complex NPS programs; 5+ years in leadership
- Expert-level Qualtrics proficiency (survey logic, workflows, dashboards, API integrations)
- Proven experience leading CX programs in Fortune 500 or similarly complex enterprise environments
- Deep understanding of healthcare and B2B customer dynamics with multi-stakeholder experience
- Advanced analytical and data visualization skills (Tableau, Power BI)
- Exceptional communication, project management, and stakeholder engagement abilities
- Demonstrated ability to deliver insights that influence executive decision-making
- Understanding of business operations and how customer data serves as the engine for various cross-functional business decisions
- Proficiency in Microsoft Office and CX analytics tools.
Benefits
- Medical, Dental, Vision, Life, STD/LTD
- 401(k)
- Paid Time Off (PTO) or Flexible Time Off (FTO)
- Tuition Reimbursement
- Employee Stock Purchase Plan
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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