Director of CX

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The IT and Digital team at WESCO is built on three key principles: enable rapid decision making, empower teams for greater accountability and collaboration across the enterprise, and drive a customer-first approach through technology as the best tech-enabled supply chain solutions provider in the world. We have an exciting opportunity to join our team as the leader of our Omnichannel CX/UX team.

Position Summary:

We are currently searching for a Director of Customer Experience to join our Omnichannel Enablement team. This position will be responsible for: Leading a team of customer experience and user experience designers, providing key capabilities in CX/UX design, research, the design and execution of CX experiments, and leading our enterprise voice of customer programs. You thrive at developing team strategies to push culture and deliver exceptional performance and are an expert at breaking down future vision into tactical deliverables. You love leading people and have a talent for pulling the most out of your team and building collaboration across the organization. The Director of CX is in-charge of delivering a seamless customer experience across all stages and touch points in the customer journey and helping the company continually achieve greater customer satisfaction, increased efficiency, and profitability. Our CX leader will thrive on change in a transformational environment.

Position Responsibilities:

  1. Lead CX planning, design thinking, and customer journey mapping for a global transformational team
  2. As the person in-charge of the overall customer experience, foresee market changes, changes in customer expectations and strategize to guide WESCO responding to and driving CX strategy trends.
  3. Lead the CX team through experience design from beginning to end: conceptualizes new products and features, user flows, wireframes, interactions, high fidelity mockups, prototypes and Design System standards informed by business goals and user research
  4. Develop customer journey maps and uncover pain points and moments of friction, leading the team in the design and conducting of experiments to validate customer hypotheses and translate findings into actionable insights leveraging design thinking methodologies as a champion
  5. Director CX should be adept at interpreting and leveraging data insights to constantly enhance the customer experience
  6. Lead VOC platforms and programs, collecting feedback to derive meaningful insights for improvements to acquire new customers and ensure existing customers have a delightful experience at every interaction while engaging at the senior leadership level, proactively advocating for solutions and managing the customer escalation process
  7. Encourage problem-solving, strategic thinking and customer-orientation amongst the team
  8. Act as a thought leader in the Customer Experience space, directing and advising the enterprise on both leveraging customer research to meet strategic goals, and long-term enterprise strategy rooted in customer behavior trends, leveraging VOC, Behavior Data, and Market Insights based on input from Adv. Analytics
  9. Develop, mentor and manage a team of customer experience designers with deep domain expertise in customer experience journeys and UX best practices
  10. Partner with Product and Engineering, within and across our Value Stream / Product oriented operating model, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey while liaising with directors or heads of other teams such as Marketing, Sales, Product, Change Management and Development Team to ensure customer-centricity in their respective departmental work

Required Qualification

  • 8+ years design experience
  • 8+ years people management experience
  • Practitioners experience in design thinking and Ecommerce design
  • Solid experience managing cross-functional product requirements across product teams
  • Proven experience and understanding current and emerging methods for design research and the externalization of consumer patterns
  • Proven ability to work cross-functionally in a multi-function and globally based organization
  • Proven interpersonal and communication skills
  • Experience leading medium to large-sized teams
  • Expertise around the latest and emerging technologies
  • Bachelor's degree in design, human-computer interaction (HCI), or equivalent professional experience

Desired Technical Qualifications:

  • MIRO or like collaboration solution experience
  • Experience with the Adobe suite of commerce solutions
  • VOC program leadership
  • Experience in B2B industry preferred
  • Experience giving clear feedback and guidance to team members from high-level product strategy to detailed research, UX & visual design
  • Actively lead or managed a variety of research method types and strong understanding of the tools to reach appropriate insights at the given life cycle of a project

About WESCO

WESCO offers a best-in-class product and services portfolio of Electrical and Electronic Solutions, Communications and Security Solutions, and Utility and Broadband Solution. The company employs over 18,000 people, maintains relationships with over 30,000 suppliers, and serves more than 150,000 customers worldwide.


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EB-1184287552

About WESCO

WESCO International, Inc. (NYSE: WCC), a publicly traded FORTUNE 500® holding company headquartered in Pittsburgh, Pennsylvania, is a leading provider of electrical, industrial, and communications maintenance, repair and operating (MRO) and original equipment manufacturer (OEM) products, construction materials, and advanced supply chain management and logistic services. Pro forma 2019 annual sales were approximately $17.2 billion, including Anixter International. The company employs approximately 18,900 people, maintains relationships with more than 30,000 suppliers, and serves more than 150,000 active customers worldwide. Customers include commercial and industrial businesses, contractors, government agencies, institutions, telecommunications providers, and utilities. WESCO operates 11 fully automated distribution centers and approximately 800 warehouse/branch locations in North America and more than 50 countries around the world, providing a local presence for customers and a global network to serve multi-location businesses and multi-national corporations.

To see additional opportunities with Wesco, please visit their careers site at: www.wesco.com/careers

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