Description

Job Overview:

The Corporate Director of Customer Experience will have a passion for creating, coaching and driving excellent customer experiences and proficiency in collecting, analyzing, and synthesizing information to produce actionable outcomes for a best-in-class customer experience. The incumbent will oversee the day-to-day activities of the CX department. They will have a proven track record as a recognized customer experience leader and will drive thought leadership and a customer centric culture.  This position will report to the EVP, Customer Experience.

 Purpose:

Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System:

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best.  We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer.  The resulting creation of wealth will grow opportunities for all. 

Key Responsibilities & Skills:

• Oversees the development of a continuous stream of data to analyze, measure, and evaluate customer behaviors and sentiments and develop and implement a roadmap of customer experience goals
• Communicates and evangelizes a customer experience vision and defined goals to stakeholders that drive a consistent end-to-end customer experience across the organization
• Share learnings and capabilities with broader analytics and advocate use of analytics data and tools in defining customer engagement and growth strategies across platforms
• Develop programs, processes and tools to increase engagement between our customers and their solutions
• Leads customer experience team, responsibilities and outcomes
• Maintain current knowledge of major customer business processes at WCH, including evolving plans, while including needs for customer information. Participate in customer process journey mapping and other CX transformational initiatives.
• Ensure gaps in customer satisfaction are identified and analyzed by CX team, with results and opportunities for improvement communicated effectively
• Identify, develop and deliver opportunities to develop advisory solutions to address customer problems and identify opportunities for the business lines
• Constantly evaluate opportunities to add critical customer behavior data to views to better understand customer needs
• Track and maintain improvements made for customers as an outcome of above processes
• Serve as an empowered representative for CX leadership in various meetings, and committees as appropriate
• Stay up to date on the latest CX trends and find opportunities to implement with organization
• Participate in customer process journey mapping and other CX transformational initiatives
• Act as change agent and thought leader by capturing and sharing customer experience best practices across the organization
• Partner with customers to understand their views and insights, utilizing VOG feedback
• Build a network of relationships internally and externally, with key partners and customers to stay current on issues impacting sales or growth
• Other duties and responsibilities as assigned

Job Requirements: (please ensure you meet the listed requirements prior to applying)

• High School diploma or GED– required
• Bachelor's Degree in Business Administration (or related field) AND five (5) years’ experience in a Director level position– required
• OR Seven (7) years’ experience in a Director level position– required
• Ten (10) or more years of progressive professional experience in customer success, customer insights or customer service audit and quality control or a combination of experience - required
• Ten (10) years of progressive professional experience including at the director level, in the development of strategic customer segmentation, acquisition and retention strategies, as well as the proven ability to oversee the life-cycle of new initiatives from conception to launch – required
• Ten (10) years of leading teams at a senior level at organizations differentiated by data-driven analytics- required
• Ten (10) years of combined experience managing call center and casino operations- required
• Ten (10) years of senior level experience focused on leading the digital function, focused on customer acquisition, activation and loyalty programs– preferred
• Understands and shapes customer’s needs; creates distinctive value for customers; builds deep customer relationships
• Must be able and willing to work a flexible schedule, to include evenings, weekends and holidays.
• Must be able to achieve goals and work in a high pressure environment based on making objectives
• Willing to travel and participate in corporate meetings as required
• Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
• Must have a PGCB Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
• Must have a IGB Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
• Must have willingness and ability to work in a smoke/secondary smoke environment 

NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES

Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.