Global Director of Customer Experience (CX) Strategy

Global Director of Customer Experience (CX) Strategy

You have a talent for recognizing trends and aiming for bigger goals

You have a solid interest in keeping up with trends, market needs, and your organization’s competitive standing, and you share your broad awareness with those under your management to inform their decisions, as it does yours. Your overview will help inform our ability to innovate, adapt, and stay ahead of the curve. We will listen carefully to your observations and recognize and reward your managerial leadership.

You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. In your Global Commercial Capability COE Leader role, you’ll help us deliver better care for billions of people around the world.

About Us:

At Kimberly-Clark, you’ll be part of the best teams committed to driving innovation and growth. We’re founded on 150 years of market leadership, and we’re always looking for new and better ways to perform—so what can you do with that? There’s no time like the present to make an impact at Kimberly-Clark. It’s all here for you at Kimberly-Clark.

Kimberly-Clark and its well-known global brands are an indispensable part of life for people in more than 175 countries. Every day, 1.3 billion people - nearly a quarter of the world’s population - trust K-C brands and the solutions they provide to enhance their health, hygiene, and well-being.

Position Purpose:

In this role you will join the KCP Global Customer Experience team and report to the VP, Customer Experience and Marketing. The Director of Customer Experience Strategy plays a critical role in Kimberly-Clark Professional’s (KCP) global leadership team responsible for partnering with his or her peers and counterparts around the world and across business units in developing, leading and operationalizing its customer experience transformation agenda. As leader of the Customer Experience (CX) Center of Excellence (COE), this function is responsible for leading a team to coach, guide and facilitate best practice customer understanding and continuous improvement in end-to-end customer experiences around the globe.

KCP is seeking a highly experienced senior leader to expand and oversee the strategy, planning and execution of the organization’s customer experience strategy department and initiatives as we prioritize improving end-to-end experiences our customers have with Kimberly-Clark Professional. Major areas of focus for this role are as follows:

Global Voice of Customer Program Leadership

Our ideal candidate has experience overseeing or leading the implementation and expansion of programs aimed at documenting customer sentiment and customer experiences. Demonstrable success stories through customer journey mapping as well as qualitative and quantitative surveys and insights development.

Creative Insights Development

Candidate should be able to show success in combining customer sentiment data with key operational data to reveal insights that connect customer experiences to revenue.

Service Design to Turn Insights into Action

Candidate must have exceptional skills and impressive success stories in terms of not only defining organizational change needed to improve customer experiences, but also in driving change itself through the development of service blueprints and cross-functional teams across geographical regions. We require a leader, not just an execution specialist as candidate will be required to lead multiple global service design professionals who, in turn, work with numerous regional teams to identify and execute key changes to how the company operates.

Furthermore, the Global Director of Customer Experience Strategy must be continually focused on positive business outcomes, driving the Voice of Customer team to make increasingly detailed connections between customer sentiment and revenue. All activities guided by the Service Design team must be prioritized based on likely business outcome, proving the value of making operational changes in terms of impact on revenue or operating profit.

This is a truly unique opportunity to expand customer experience success stories within an organization that is dedicated to becoming increasingly customer-centric.

Summary:

• Develops and champions the organization’s long-term customer experience vision and interfacing with key stakeholders across the organization to drive positive change.
• Co-creates the specific functional teams’ vision, objectives, roles, responsibilities, and processes with other regional and central partners.
• Mobilizes regional leaders around a unified view of the customer experience that defines, coaching and guiding the implementation of a portfolio of initiatives designed to optimize customer experience throughout the KCP worldwide organization; Serves as a trusted strategic advisor to the company-wide business teams, leading the ever-evolving creation of the insights and analytics organization to solve and answer business hypotheses and deliver actionable recommendations.

Responsibilities:

Customer Experience Strategy:

• Drives the strategic development and influence on programs that have a direct and positive impact on our customers’ experiences. This includes working across global functions and geographies to mobilize the company around a unified view of the customer experience.
• Guides a team of professional researchers to develop a world-class voice of customer program, revealing relational and transactional insights used to calculate, compare and action Customer Effort, Customer Satisfaction and Net Promoter Scores across all regions. Will design and launch a supporting internal and external communications program for our employees and customers to keep them engaged and informed on areas on focus and updated on progress.
• Develops the processes and standards for customer lifecycle journey mapping to be used as a core problem-solving and solutioning tool across the enterprise. Map end-to-end customer lifecycles and determine which are most impactful to improving the customer experience. Identify key processes where the customer experience is flawed and develop the ideal state and create a multi-year program to improve, or in some cases define new, key processes.
• Develop a team of CX program managers to work across departments and geographies to map & implement targeted operational changes based on CX insights to improve how customers interact with KCP at key points in the overall relationship.
• Develop the requirements for the ideal customer experience technical stack to support the generation and actioning of customer insights across the enterprise; Develop key metrics that provide insight into the customer experience, track results and recommend operational improvements based on the findings.

Strategy, Insights & Analytics:

• Grow, lead, motivate, and leverage a small, but diverse team to develop insights and analytics to provide unique customer insights to fuel data-driven decision making. Develop and enable reporting self-service and provide the requirements to develop the data infrastructure to enable and drive achievement of business objectives across the company.
• Author the organizational strategy for combining insights from customers and company data to identify drivers of positive and negative experiences most likely to be associated with revenue increases and decreases.
• Develop leading edge strategies to expand our reach, impact, and quality of customer engagement; Gain a first-hand understanding of how customers engage with the brand across all touch points and draw conclusions to continually evolve, improve, and optimize customer service; Connect specific team activities to improvements in revenue, efficiency or profit.
  

Service Design:

• Partner with innovation, marketing, customer service/ care and HR leaders to lead the process of integrating new processes, governance models and team objectives to ensure CX project success
• A “curator of ideas,” this person will play a key role in partnering with product and design leaders to evolve existing experiences and solve new problems through Design Thinking methodologies; Outline service journeys via Service Blueprinting and multi-region project execution to achieve the customer experience vision, including key benchmarks and measures of success

CRM:

• Develop company view of customer relationships, including ideal and current state of company people, processes and technologies affecting end-to-end experiences
• Facilitate global strategy and requirements development for customer relationship management; Coordinate with product managers and IT teams to develop a roadmap for technologies to improve customer experiences and reduce internal resource time

About You:

This ideal candidate for this position is equal parts strategist, visionary and leader. This person must be able to easily shift from thought leadership and storytelling at the executive level to rolling up his or her sleeves to remove obstacles and support at the project level. In many respects, this person will be working as an entrepreneur, building, co-creating, and scaling new processes and capabilities globally for the organization. High levels of individual and organizational empathy are required to bring various business units and global regions along KCP’s customer-centric transformation journey.

You’re driven to perform at the highest level possible, and you appreciate a performance culture fueled by authentic caring. You want to be part of a company actively dedicated to sustainability, inclusion, wellbeing, and career development.

To succeed in this role, you will need the following qualifications:

• Bachelor’s Degree Required (Discipline Open); Master’s Degree optional
• 15+ years working as a creative problem solver with demonstrated experience as a customer experience leader
• Customer Experience Certification Required – College, University or professionally accredited research institution
• Design Thinking Certification Preferred – College, University or professionally accredited research institution – in progress certification will be considered if 50% or more completed
• Demonstrated experience in developing new operational processes and projects and ability to fulfil also operational roles; Proven track record of strategic thinking and foresight – foreseeing market changes and shifting customer expectations
• Exceptional experience with customer journey mapping and incorporating data insights to solve customer problems; Ability to understand business objectives and incorporate CX initiatives as a driver of business value via service blueprints
• Innate ability to connect with people, empathize with problems and inspire a desire for change; Experience leading teams with diverse backgrounds and disciplines
• Advanced level of English (written and verbal)

Location: This role will have a hybrid model and can sit out of one of the main Kimberly-Clark office locations in one of the following regions: United States, Canada, United Kingdom, Germany, Spain

K-C will support in-country relocation for the chosen candidate for the role. The benefits provided will be per the terms of K-C’s applicable mobility policies. The benefits/policy provided will decided in K-C’s sole discretion

For Kimberly-Clark to grow and prosper, we must be an inclusive organization that applies the diverse experiences and passions of its team members to brands that make life better for people all around the world. We actively seek to build a workforce that reflects the experiences of our consumers. When you bring your original thinking to Kimberly-Clark, you fuel the continued success of our enterprise. We are a committed equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, citizenship status, or any other characteristic protected by law.

The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

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