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GreatAmerica · 5 hours ago

VP, Customer Experience Delivery

Des Moines, IA

Full-time

Hybrid

Mid, Senior Level

5+ years exp

GreatAmerica Financial Services is a highly successful entrepreneurial company providing equipment financing to businesses across the United States. The Vice President of Customer Experience Delivery will lead initiatives to ensure alignment between customer needs and product teams, while also supporting team development and executing strategic objectives for the Office Equipment Group.

Financial ServicesInformation TechnologyInsurance

Growth Opportunities

No H1B

Responsibilities

Align with the Product and Functional Leaders to develop, implement, and evolve appropriate performance indicators (CSEs) for GreatAmerica’s Functions to consistently deliver the GreatAmerica Experience to OEG’s customers and differentiate GreatAmerica in the marketplace

Partner with the SVP of Operations and the Chief Product Officer to shape the technology product roadmap by understanding the value created by products and services offered to our customers, with a focus on the future of the GreatAmerica Experience for OEG’s customers. This includes representing the customer voice in the OEG Product Team

Coordinate with the Chief Product Officer to analyze usage of tools created for OEG’s customers to ensure effective utilization and identify additional functionality needs

Collect and analyze customer and market feedback to identify trends and areas for improvement, and work with the Functional Leaders on enhancements to the GreatAmerica Experience for OEG’s customers

Create and maintain a development plan for OEG’s Team Leaders that ensures we have the knowledge, skills, and abilities within the Team Leader role to execute for today and evolve for the future needs of OEG’s operating teams and customers

Continually evaluate the roles and responsibilities of the members of OEG’s operating teams. Consider redesigns to workflows and enhancements to the existing support systems where appropriate

Lead or assist in the development and implementation of the Business Unit’s strategic objectives relating to the GreatAmerica Experience and team development/execution, with a primary focus on how the operating teams enable the evolving Business Unit programs and growth strategies

Have a thorough understanding of the Business Unit’s industries of focus, including current trends and new/evolving products

Interact frequently with OEG’s customers to gain a deeper understanding of their needs

Ensure company policies and procedures are being followed by the Business Unit. Make recommendations to alter or modify existing policies, as appropriate

Positively lead change management implementation across OEG’s operating teams and the Business Unit when applicable

Participate in OEG’s leadership meetings, focusing on ensuring the voice of the customer is driving OEG’s initiatives

Perform other duties as required and assist with internal and external requests