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ASME (The American Society of Mechanical Engineers) · 6 days ago

Director, CX Strategy and Measurement

Washington, DC

Full-time

Hybrid

Lead/Staff, Director/Executive

$145K/yr - $160K/yr

4+ years exp

ASME is a nonprofit professional organization that enables collaboration and knowledge sharing within the engineering community. The Director, Customer Experience Strategy and Measurement, will be responsible for translating customer insights into a prioritized strategy and actionable plans that advance the organization's mission.

Mechanical EngineeringNon Profit

Comp. & Benefits

Responsibilities

Create and operate a dynamic prioritization framework that balances customer needs, identified through VOC and Customer Care insights, with overarching organizational objectives

Drive a journey-centric culture across the organization and prioritize projects that build holistically along customer journeys

Synthesize qualitative and quantitative customer inputs into a clear, strategic vision for CX projects

Serve as the primary liaison to Design and Branding, helping to translate prioritized work into project requirements, briefs, and executable plans for the design team

Support the development and maintenance of a universal set of customer personas to be deployed across the organization

Develop and implement a robust CX measurement system, defining a small set of key metrics that provide a clear pulse on customer experience health

Ensure that all CX projects are launched with defined metrics and goals and develop a system for tracking impact and return on investment

Act as a thought partner and steward for CX measurement across the organization, helping to create a centralized inventory of metrics and a clear understanding of their meaning and value

Champion customer obsession across the organization, providing thought partnership and strategic guidance to peers in other departments

Work collaboratively to support and improve governance around customer experience, including customer communications, brand identity, and voice

Partner with key stakeholders to develop and refine workflows that improve collaboration and support seamless project delivery, from initial insights through to final implementation

Qualification

CX measurement frameworksStrategy developmentProject managementCustomer insightsJourney mappingRelationship managementTraining developmentCX certificationsCommunicationProblem solving

Required

Bachelor's degree in business, marketing, or a related field or additional equivalent work experience

A minimum of 4-7 years' experience in CX related initiatives in a large organization

Proven track record of leading project work in CX related workstreams

Communication – Oral and written presentation, including the ability to clearly explain technical concepts to non-technical audiences

Relationship Management – Ability to influence and motivate others in a cross-matrixed reporting environment

Problem Solving – Ability to identify key issues, gather data to investigate those issues, and develop actionable recommendations

Project Management – A detailed approach and ability to work independently and remain organized in order to meet commitments and balance competing priorities

Expertise in strategy development, project prioritization, customer insights, journey mapping, and experience design

Strong experience in developing training materials and leading training sessions

Proficiency in CX measurement frameworks and tools, with a strong understanding of how to leverage customer data to drive actionable insights