Job Information
Paychex Director, Customer Experience in Rochester, New York
Overview
Deliver seamless end-to-end visibility into the customer journey, proactively identifying issues causing client dissatisfaction, and ingeniously create solutions that enhance and optimize the overall customer experience, fostering lasting satisfaction and loyalty.
Responsibilities
Lead and inspire a dynamic Client Experience Team to deliver seamless, end-to-end visibility into the customer journey including its pain points.
Oversee the identification and analysis of problems causing client dissatisfaction, implementing efficient solutions promptly.
Collaborate with cross-functional partners and teams to enhance and optimize the overall customer experience.
Drive customer loyalty by developing and implementing strategies for continuous improvement in client satisfaction metrics.
Foster a customer-centric culture within the team, emphasizing proactive problem-solving and innovation.
Provide guidance and mentorship to team members, promoting professional growth and development.
Collaborate with other department leaders to align customer experience initiatives with broader organizational goals.
Analyze data and trends to make informed decisions aimed at elevating client satisfaction.
Stay abreast of industry best practices and emerging trends in customer experience management.
Regularly report on team performance and key performance indicators to senior management.
Recruits, develops, and manages the efforts of all direct reports towards specific departmental goals and objectives.
Successfully manage through ambiguity and change leadership while leading the organization through transformational change.
Qualifications
Bachelor's Degree in Business or related discipline - Required
Master's Degree - Preferred
10+ years of experience in Proven leadership experience in a customer experience or similar role.
Compensation
In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $ $165,000 - $215,000 annually. Please remember that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience, which may result in total compensation outside of this range.
