Allegion Director, Digital Customer Experience in Carmel, Indiana

Director, Digital Customer Experience

As a Digital Customer Experience (DCX) leader, you will have responsibility for driving the customer experience culture in Allegion though the development and implementation of key related concepts and programs, specifically targeted at the digital experiences and interactions the company is driving with customers. Specifically, this role will manage the execution of field support, customer adoption of digital tools and facilitate company-wide transition from product-centricity to customer journey-centricity with an emphasis on digital transformation. You will be responsible for leading the company’s digital customer experience strategy across Allegion, including collaboration with relevant business functions to appropriately leverage internal and public websites, digital tools and portals, and desktop and mobile platforms to facilitate improvements to customers’ experiences. Further, this role includes developing the end-to-end digital customer experience, building an optimal and comprehensive user experience that facilitates increased brand awareness, expands visibility and increases customer and community satisfaction and engagement across relevant digital platforms, aligning with the company strategy of creating a differentiated, preferred customer experience.

Specifically, this position will lead the DCX resources necessary to drive a digital strategy and support the implementation of support and customer journey improvement programs. This role will also involve strategic collaboration and partnership with the various content and business owners across the organization to ensure we have appropriate support connections and an effective implementation of the strategies and programs within the customer experience structure for the company. This position will work with the business and customer experience leadership to develop and drive the next generation of technologies and process improvement for the end-to-end customer experience of our customer personas (channel partner, influencer and end user types), leveraging digital tools to make it easier for our customers to go from initial concept to lifecycle ownership of our products and solutions. The role will be responsible for supporting relevant merger and acquisition activities for the digital experience requirements necessary for effective integration. This position will use broad vision of the competitive and comparative landscape, strong relationship and portfolio management skills to execute deliverables and partner throughout the organization to drive customer experience ownership through value segmentation strategies to drive, support and evolve a high-performing, customer-focused organization. This role requires a wide-range of capabilities to include change management leadership, virtual team management, design-centered thinking, digital process design portfolio management and strategic execution.

Principal Responsibilities:

  • Work with our market-focused teams and the broader business to define and evolve critical customer journeys that will drive demand and grow the business; influence cross-company consensus on how to deliver the best value to customers.

  • Drive the adoption and usage of standard CX tools such as customer journey mapping, ecosystem mapping, customer sentiment analysis, etc.

  • Drive key CX improvement projects that have been identified in our business to improve customer experiences.

  • Evolve the role of the company’s field support to facilitate better customer adoption of digital tools and more effective sales support functions.

  • Support the development of the customer adoption process for the business which includes how CX can be more integrated with a complete solutions development process, including responsibility for a new product, customer experience development team.

  • Support the evolution of CX quality programs, which include service level setting for customer facing support functions as well as project management work for reducing the numbers customer issues encountered per order.

  • Drive adoption of digital and self-service tools through management of a high-touch field support team.

  • Support redesign and evolution of effective closed-loop processes for customer contact management and social media channels.

  • Collaborate and drive improvements to the company’s lead management process.

  • Drive the concepts of design thinking and user-centered design in the broader organization and general efforts to improve the over company maturity with customer experience.

  • Support and drive improvements to customer care technology platforms used globally.

  • Experiment with new digital approaches for customer contact management and develop a roadmap for relevant scalable technologies with the information technology and business groups.

  • Steward the CX and DCX metrics for the organization, including NPS, CES and FCR to drive priorities for CX improvements in the organization, facilitating management of customers as an asset and driving shared customer accountability, all tied to ROI.

  • Perform appropriate benchmarking within the industry to enhance digital experience strategy, programs and performance.

  • Lead team members in alignment with Allegion Values, ensure learning and growth opportunities and provide appropriate coaching to ensure deliverables are met, enhance performance and drive genuine employee engagement.

Qualifications:

  • Bachelor’s degree in Business or relevant field, Master’s degree preferred

  • 7-10 years progressive customer facing experience

  • 1-3 years’ experience in customer experience and/or digital experience roles

  • Design-thinking or user-centered thinking training and experience

  • Exceptional customer focus with ability to understand customer needs and balance with those of the business

  • Proven leadership skills with the ability to communicate effectively at all levels of the organization

  • Ability to develop compelling reasons for action that radically improve customer experience delivery

  • Ability to interact and communicate effectively at all levels of the organization

  • Ability to manage multiple aspects and interactions of business processes

  • Proven process improvement, lean methodology experience

  • Ability to think strategically/critically and problem solve with entrepreneurial commitment to achieving goals

  • Proven commitment to achieve goals; Ability to design and drive performance measures that enable the right behavior

  • Strong organizational skills with the ability to execute/implement on strategic designs

  • Capability to manage multiple priorities, manage virtual teams and gain cooperation while driving accountability

  • Collaboration and strong interpersonal skills leading within the organization as a change agent; leading a group of change agents

  • Ability to understand and implement change management methodology across virtual and co-located team structures including, creating a shared sense of urgency, contributing to shaping the right vision, engaging stakeholders, communicating relentlessly, keeping up the pressure/energy and aligning their organization

  • Ability to travel up to 30%

  • We are open to a remote employee who is within 30 miles of an international airport

Colorado Springs CO Hancock

Allegion is a diverse and inclusive environment. We are an equal opportunity employer and we are dedicated to hiring qualified protected veterans and individuals with disabilities. If for any reason you cannot apply through the career site, please click here at mailto:SpecialAssistance_TalentAcquisition@Allegion.com for special accommodation.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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