Executive Director, Customer Experience and Design
Welcome to Covance, a global leader in drug development solutions. We are seeking a highly motivated and experienced Executive Director to join our team as the head of our Customer Experience and Design department. As the Executive Director, you will be responsible for leading a talented team in creating an exceptional customer experience through innovative design and strategic planning. We are looking for a dynamic and visionary leader who can drive customer satisfaction and loyalty while continuously improving our services. If you are passionate about customer-centric design and have a proven track record of success in a leadership role, we encourage you to apply.
- Develop and implement a strategic vision for the Customer Experience and Design department, aligned with the company's overall goals and objectives.
- Lead and manage a team of designers, customer experience specialists, and other professionals to ensure high-quality and innovative services are delivered to customers.
- Foster a culture of creativity and collaboration within the department, encouraging team members to bring new ideas and approaches to enhance the customer experience.
- Oversee the design and implementation of customer journey maps, personas, and other tools to gain insights into customer needs and preferences.
- Collaborate with cross-functional teams, including marketing, sales, and product development, to ensure a seamless and consistent customer experience across all touchpoints.
- Monitor and analyze customer feedback and data to identify areas for improvement and develop solutions to enhance customer satisfaction and loyalty.
- Develop and maintain strong relationships with key clients, acting as a trusted advisor and strategic partner to understand their needs and continuously improve their experience.
- Manage the department's budget and resources effectively, ensuring efficient and cost-effective operations.
- Stay updated on industry trends and best practices in customer experience and design, and apply them to improve the company's services and processes.
- Represent the department and the company at industry events, conferences, and other networking opportunities to build brand awareness and cultivate relationships with potential clients.
Extensive Experience In Customer Experience And Design: The Ideal Candidate Should Have A Proven Track Record Of Leading Successful Customer Experience And Design Initiatives In Previous Roles. This Includes A Deep Understanding Of Customer Behavior, Design Thinking Principles, And The Ability To Create Compelling User Experiences.
Strong Leadership Skills: As The Executive Director, This Individual Will Be Responsible For Leading And Managing A Team Of Customer Experience And Design Professionals. Therefore, They Should Have Strong Leadership Skills, Including The Ability To Inspire And Motivate Team Members, Delegate Tasks Effectively, And Foster A Collaborative Work Environment.
Strategic Mindset: The Executive Director Will Play A Critical Role In Developing And Executing The Company's Customer Experience And Design Strategy. They Should Have A Strategic Mindset And Be Able To Identify Opportunities For Improvement And Innovation, As Well As Anticipate Future Trends And Developments In The Field.
Excellent Communication And Interpersonal Skills: As A Key Leader Within The Organization, The Executive Director Should Have Exceptional Communication And Interpersonal Skills. This Includes The Ability To Effectively Communicate With Stakeholders At All Levels, Build Relationships, And Influence Decision-Making.
Experience In The Healthcare Industry: Covance Is A Leading Global Contract Research Organization In The Healthcare Industry. The Ideal Candidate Should Have Experience Working In A Similar Industry, With A Strong Understanding Of The Unique Challenges And Opportunities In Healthcare Customer Experience And Design. This Will Enable Them To Effectively Navigate The Complexities Of The Industry And Drive Impactful Results.
Strategic Planning
Project Management
Data Analysis
Communication
Team Management
Leadership
Design Thinking
Problem-Solving
Customer journey mapping
Stakeholder engagement
Innovation
Customer-Centric
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
Attention to detail
Creative Thinking
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Executive Director, Customer Experience and Design is $145,000 - $180,000 per year. This may vary depending on the location, company, and individual qualifications and experience.
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Covance Inc. is a contract research organization headquartered in Princeton, New Jersey, providing nonclinical, preclinical, clinical and commercialization services to pharmaceutical and biotechnology industries. The company is owned by LabCorp and employs more than 50,000 people in over 60 countries. In 2014, Laboratory Corporation of America- Labcorp, purchased Covance.
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