Director
We're a global company of thinkers, designers, and doers. Freeman partners with our clients to build a connection with their customers by creating brand experiences that are seamless, innovative, and immersive. From strategy, creative, and digital to logistics and event technology, our teams place the client at the center, helping them connect to people in meaningful and personal ways. What makes us unique is our collaborative culture, intuitive knowledge, global perspective, and personalized approach developed from our 90-year legacy as an industry leader. Freeman connects people to a universe of opportunities that create a spark, build understanding, and inspire action.
SUMMARY
Provides leadership for the strategic development and implementation of a comprehensive customer insights program across the Freeman enterprise. Initiates activities to move the organization toward a world-class service culture of excellence demonstrated by measurable results and driven by customer insights. Identifies areas of improvement and leads efforts to enhance the customer experience through all Freeman business units as required. This individual is an inspired presenter and speaker who can motivate teams to work together for our common goals. This role will be a key contributor to understanding, analyzing, and executing opportunities that can materially improve how Freeman interacts with its various customers. This role will be focused on creating and delivering an experience that brings Freeman values to life.
Assists in leading the overall Customer Experience efforts within the Freeman enterprise.
Design and implement voice of customer programs (solicited through surveys, focus groups, communities, etc.)
Collect unsolicited experience feedback from customers (by mining calls, web data, emails, etc.)
Gather input from employees about customer experiences and opportunities for improvement
Analyze VOC feedback drawn across sources to identify customer pain points and opportunities to improve and differentiate
Identify and map major customer touchpoints in the customer experience. Use journey mapping to improve most relevant moments of truth
Identify key CX metrics for tracking experience quality, satisfaction, and loyalty
Develop framework and linkage of improved experiences to business outcomes (growth, attrition, profitability, etc.)
Develop infrastructure and mechanisms to capture CX data (surveys, operational data, customer behavior, word of mouth, financial performance, etc.)
Analyze and interpret results to derive customer insights and performance trends
Report results and insights. Use customer insights to define and prioritize experience requirements and recommend actions to improve.
Establish guidelines and follow a well-defined design process to guide customer experience design and improvement activities.
Assess, document, track, and report resolution of experience gaps across touch points
Identify interdependencies across people, process and technology that impact design of the customer experience
Use iterative ideation and prototyping (e.g., design thinking) to engage customers and employees in the co-creation of enhanced or innovative experiences.
Collaborates with Customer Support leadership in researching and developing documentation for JD Power Call Center Customer Service Certification.
Oversees Freeman VOC team to review results from show management, exhibitor, FreemanXP, and AV company surveys and makes recommendations for improvement
Reviews summary reports
Follow up with field as needed
Review survey questions annually and revise as needed
Performs other duties as assigned
REQUIREMENTS
Bachelor's degree with at least 7 years related experience in the field
A demonstrated ability to lead people and get results through others.
An ability to think ahead and plan over an extended length of time.
The ability to organize and manage multiple priorities.
Customer Service systems development and deployment.
Problem analysis and problem resolution at a functional level.
Strong customer orientation.
Excellent interpersonal and communication skills, both written and oral
Excellent formal presentation skills required
Strong team player.
Commitment to company values of Integrity, Empathy, Collaboration, Performance Excellence, Enthusiasm, and Innovation
Computer proficiency excellent knowledge of Microsoft Office suite as well as EFM Enterprise Feedback Management platforms
Related extensive experience and judgment to plan and accomplish goals
Knowledge of the following:
Development of branded customer experiences
Strategy and planning for cross-business-unit efforts to support the organization's CX strategy
CX best practices across industries
Internal marketing and communications
Associate engagement
Business strategy frameworks and planning
Best practices for cultivating a customer-focused culture
Internal and external marketing, promotion, and communications
Employee hiring, training, and coaching
Employee engagement strategies
Reward and recognition strategies
Project management principles
Collaboration and relationship management practices
Leadership and change management
Prioritization process
Process management
Different approaches to measuring customer experience (e.g. Net Promoter, Satisfaction, etc.)
Qualitative and quantitative research methods
VOC analytical tools and methodologies
(duplicated below)
Impact of experience changes on loyalty and business performance across customer groups
Relationship and financial metrics (cross-sell, product penetration, etc.)
Customer experience management dashboards
CX data mining and analysis
Strategies to communicate metrics and ROI with employee and stakeholder groups
Design thinking and customer co-creation approaches
Process improvement methodologies and discipline
Customer journey mapping and touchpoint analysis
Preferred
CCXP Certification
Master's Degree
Freeman is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, veteran status or any other protected status. Freeman will consider, for employment, qualified applicants with arrest and conviction records.
Equal Employment Opportunity Poster (English) (Espa ol) Employee Polygraph Protection Act
The Uniformed Services Employment and Reemployment Rights Act Pay Transparency Policy
In compliance with the Americans with Disabilities Act Amendment Act, if you have a disability and would like to request an accommodation in order to apply for a position with Freeman, please e-mail Careers@freemanco.com.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
SUMMARY
Provides leadership for the strategic development and implementation of a comprehensive customer insights program across the Freeman enterprise. Initiates activities to move the organization toward a world-class service culture of excellence demonstrated by measurable results and driven by customer insights. Identifies areas of improvement and leads efforts to enhance the customer experience through all Freeman business units as required. This individual is an inspired presenter and speaker who can motivate teams to work together for our common goals. This role will be a key contributor to understanding, analyzing, and executing opportunities that can materially improve how Freeman interacts with its various customers. This role will be focused on creating and delivering an experience that brings Freeman values to life.
Assists in leading the overall Customer Experience efforts within the Freeman enterprise.
Design and implement voice of customer programs (solicited through surveys, focus groups, communities, etc.)
Collect unsolicited experience feedback from customers (by mining calls, web data, emails, etc.)
Gather input from employees about customer experiences and opportunities for improvement
Analyze VOC feedback drawn across sources to identify customer pain points and opportunities to improve and differentiate
Identify and map major customer touchpoints in the customer experience. Use journey mapping to improve most relevant moments of truth
Identify key CX metrics for tracking experience quality, satisfaction, and loyalty
Develop framework and linkage of improved experiences to business outcomes (growth, attrition, profitability, etc.)
Develop infrastructure and mechanisms to capture CX data (surveys, operational data, customer behavior, word of mouth, financial performance, etc.)
Analyze and interpret results to derive customer insights and performance trends
Report results and insights. Use customer insights to define and prioritize experience requirements and recommend actions to improve.
Establish guidelines and follow a well-defined design process to guide customer experience design and improvement activities.
Assess, document, track, and report resolution of experience gaps across touch points
Identify interdependencies across people, process and technology that impact design of the customer experience
Use iterative ideation and prototyping (e.g., design thinking) to engage customers and employees in the co-creation of enhanced or innovative experiences.
Collaborates with Customer Support leadership in researching and developing documentation for JD Power Call Center Customer Service Certification.
Oversees Freeman VOC team to review results from show management, exhibitor, FreemanXP, and AV company surveys and makes recommendations for improvement
Reviews summary reports
Follow up with field as needed
Review survey questions annually and revise as needed
Performs other duties as assigned
REQUIREMENTS
Bachelor's degree with at least 7 years related experience in the field
A demonstrated ability to lead people and get results through others.
An ability to think ahead and plan over an extended length of time.
The ability to organize and manage multiple priorities.
Customer Service systems development and deployment.
Problem analysis and problem resolution at a functional level.
Strong customer orientation.
Excellent interpersonal and communication skills, both written and oral
Excellent formal presentation skills required
Strong team player.
Commitment to company values of Integrity, Empathy, Collaboration, Performance Excellence, Enthusiasm, and Innovation
Computer proficiency excellent knowledge of Microsoft Office suite as well as EFM Enterprise Feedback Management platforms
Related extensive experience and judgment to plan and accomplish goals
Knowledge of the following:
Development of branded customer experiences
Strategy and planning for cross-business-unit efforts to support the organization's CX strategy
CX best practices across industries
Internal marketing and communications
Associate engagement
Business strategy frameworks and planning
Best practices for cultivating a customer-focused culture
Internal and external marketing, promotion, and communications
Employee hiring, training, and coaching
Employee engagement strategies
Reward and recognition strategies
Project management principles
Collaboration and relationship management practices
Leadership and change management
Prioritization process
Process management
Different approaches to measuring customer experience (e.g. Net Promoter, Satisfaction, etc.)
Qualitative and quantitative research methods
VOC analytical tools and methodologies
(duplicated below)
Impact of experience changes on loyalty and business performance across customer groups
Relationship and financial metrics (cross-sell, product penetration, etc.)
Customer experience management dashboards
CX data mining and analysis
Strategies to communicate metrics and ROI with employee and stakeholder groups
Design thinking and customer co-creation approaches
Process improvement methodologies and discipline
Customer journey mapping and touchpoint analysis
Preferred
CCXP Certification
Master's Degree
Freeman is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, veteran status or any other protected status. Freeman will consider, for employment, qualified applicants with arrest and conviction records.
Equal Employment Opportunity Poster (English) (Espa ol) Employee Polygraph Protection Act
The Uniformed Services Employment and Reemployment Rights Act Pay Transparency Policy
In compliance with the Americans with Disabilities Act Amendment Act, if you have a disability and would like to request an accommodation in order to apply for a position with Freeman, please e-mail Careers@freemanco.com.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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