Director, Digital Customer Experience and Service Design

Hudson’s Bay Company is one of the fastest-growing department store retailers in the world. In North America, HBC’s leading banners include Hudson’s Bay, Lord & Taylor, Saks Fifth Avenue, Gilt, Saks OFF 5TH, Find @ Lord & Taylor, and Home Outfitters. In Europe, HBC’s banners include GALERIA Kaufhof (the largest department store group in Germany), Galeria INNO (Belgium’s only department store group), and Sportarena. At HBC we are a company of adventurers who explore uncharted territory, challenge convention, and work with imagination and fun.

Reporting Relationship: The Director, Digital Customer Experience and Service Design will report directly into theVice President, Digital Contact Centers.

Role Summary

The Director, Digital Customer Experience and Service Design will be responsible for the core customer experience servicing journey and key business initiatives in our digital contact centers globally. The Customer Experience Director sets, communicates and activates both the short-term and long-term customer experience (CE) agenda to maximize value to our customers at critical points throughout their journey. He/she will partner across each HBC banner and with colleagues in technology, distribution, human resources, marketing, sales, promotions, loyalty and consumer insights to ensure our operational decisions align with customer needs and expectations. With an obsession for improving interactions (and pushing the underlying processes) that negatively impact the customer experience, this individual will lead the development and design of presentations to senior business leaders and teammates across functions that communicate the vision for the future in compelling and consistent forums using data to highlight opportunities and improvements already accomplished.

Major Responsibilities

1. Partner across the enterprise to identify opportunities to utilize or pilot new technologies and processes to enable better customer experiences.  Drive a holistic customer experience strategy across all channels utilizing our digital contact centers and self-service options.
2. Demonstrate thought leadership and drive a customer-first mindset through our digital contact centers and the broader enterprise.
3. Partners with customer insights to gain competitive intelligence and finance teams to provide through gap analysis to best-in-class within competitive landscape.
4. Lead CE forum providing leadership updates regarding projects and results. Creates compelling presentations and communication materials, and is able to present at all levels of the organization to gain buy-in in both formal and informal settings.
5. Coach your team and cross-functional partners on the business strategy of customer experience, and help them structure recommendations based on customer needs, competitive analysis and growth opportunities.

Personal Characteristics

The successful candidate must be knowledgeable in the areas of customer experience, marketing research and analytics with excellent quantitative, analytic and problem solving skills. He/she will have a strong understanding of the digital environment and evolving service tools and platforms used to improve digital customer service. This individual will be passionate about customer experience, energetic, with a real enthusiasm to drive for measurable results.

Professional Qualifications

• Minimum 10 years of experience in operational improvements, change management and managing a geographically dispersed customer experience organization
• Experienced using customer experience management tools to identify practical paths to improving customer experience
• Experience in the advertising, digital and/or technical industry
• Experience partnering with and influencing internal teams
• Able to translate Net Promoter Score (NPS) and other satisfaction, loyalty, and other research into practical prioritized  changes to improve scores

Educational Credentials

Master’s degree in business or finance