Director Digital Customer Experience Discovery & Journey Mapping
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Job Summary
The Digital Customer Experience and Journeys team is responsible for driving profitable customer and product strategies across Digital Platforms and In-Store/Point of Sale with the goal of acquiring, retaining, and serving the right customers to drive meaningful engagement, profitable economics, and delivering key P&L metrics.
This includes current and future state customer journey mapping, E2E experience articulation, journey insights to understand how are customers are engaging with us and opportunities to improve, organizational influence through business case development, product growth strategies to drive the next generation of our business, and research to support knowing who are customers are to inform the solutions and capabilities we bring to market, how marketplaces are evolving, and helping to position ADS to win in Digital.
The Digital Discovery and Journey Mapping Director is an internal consultant that will define current and future state journeys for Acquisition, Engagement, and Servicing by creating a clear and inspiring definition and vision for the ideal customer experience across digital and point of sale touchpoints, while connecting these experiences to other channels in partnership with our CARE team (IVR, Customer Service, Collections, Account Protection/Fraud, Disputes, Marketing and Communications, etc…).
This role will primarily focus on leading the team that will be responsible for our Acquisition, Servicing, and Engagement experiences, including both Digital and POS in-store.
This leader will help institutionalize and own a product development playbook to cement our ability to deliver superior experiences consistently.
They will understand and own drivers of dissatisfaction and pain points and use these insights to define seamless end to end journeys across people, process, policy, and technology in partnering with the enterprise to create a best in class omni channel experience.
As part of the omni-channel experience this role will support front line readiness to ensure the ability to understand and serve all new digital features and functions in partnership with CARE.
This person will also be responsible for partnering closely with Finance and EDS&A (Enterprise Data Science and Analytics) to build business cases and influence investment.
This leader and their team will Mmaintains sizing and prioritizing across Acquisition, Engagement, and Servicing helping the organization to best understand where to invest to deliver the greatest benefit for the business and achievement of in year and long range cost, revenue, and experiential targets.
This leader will also support our new business development team, representing Digital Strategy and Experience on new opportunity feasibility and economics to assist in winning and delivering on new business objectives.
The incumbent in this role is experienced and versed at process mapping current state customer experiences and corresponding customer and business impacts across behavioral, operational, financial, and experiential insights while cross sectioning this with customer research (partnering intra-team with CX Capabilities and Insights) to provide the holistic view of “as is”.
This leader should be a digital expert, but equally grounded in omni-channel servicing and engagement to include IVR, and Call Center, In-Store experiences, and Marketing/Servicing Communications.
Additionally this role will translate current state into future state while partnering cross-functionally with CX Capabilities and Insights, Digital Product Managers and Customer Care as they serve as the program owner for defining future state experiences and leading sizing and prioritizing the features and functions to deliver.
This leader will execute the delivery by ensuring the consistent framework that they create and institutionalize is followed across all digital product development and management, ensuring our experiences are grounding in customer, competitive, and internal transactional intelligence.
Job Description
Essential Job Functions
Process Mapping : Ability to understand and map customer experiences, corresponding performance data (behavioral, experiential, and financial) to not only understand current state experiences, but also their impact on the customer and business.
Process Re-Engineering and Customer Experience Re-design : Redesign existing processes and experiences to drive customer and business value leveraging performance data and customer research within a consistent, strategic product development framework that brings together all stakeholders and insights to support “discovering” opportunities grounding in digital, but supporting all servicing channels.
Internal Management: Leads workshops cross functionally (Customer Care, Collections, Account Protection, Enterprise Data Science and Analytics, Technology, etc…) in a consultative manner, bringing together key constituents across the business as it pertains to Acquisition, Engagement and Servicing to ensure a holistic view on opportunities, which are primarily focused in Digital.Partners with Customer CARE on what to deliver and when to ensure alignment on business value (cost vs revenue) and experiential connectivity across servicing channels.
Manages : Manages and curates a backlog of opportunities aimed at improving digital customer experiences to include pain points, building for parity, and designing for the future..
Leads partners through a disciplined framework involving competitive intelligence, internal insights, and primary/secondary research to establish a fact base grounded in data.Leverages a story-driven approach to turn insights from the team into strategic recommendations for the business.
Integrates diverse information across data sources to form a perspective to support business needs, including tying Voice of the Customer, Digital performance, call volume, and complaints data to customer behavior, research, and cost/revenue impacts and conducting other analyses.
Works with functional area business counterparts to develop business cases and roadmaps.
Reports to: VP, Digital CX and Journeys
Working Conditions/ Physical Requirements: Normal office environment
Direct Reports: up to 5 in target state
Minimum Qualifications :
Bachelor’s Degree in Business, Marketing, or an equivalent related educational background
15+ years work experience required in a Digital Customer Experience environment with a focus on customer journey mapping, experience re-design, business case formation, and a data driven, customer led approach with a track record of financial and experiential delivery.Experience in serving as a “go-to” internal experience leader and bringing together cross functional resources across the enterprise to elicit insights to provide a full and complete understanding of current state opportunities.Experience in working with research teams to obtain primary customer insights to help provide perspective on current state problems and future state opportunities.Strong understanding of CoBrand Credit Cards, Loyalty/Marketing, and Servicing functions and their interconnectivity as it relates to Digital and End to End Customer Experience.Experience and a track record of building and leading high performance teams in a fast paced, changing environment to meet and exceed business objectives.
Preferred Experience:
Master Degree in Business, Marketing, or an equivalent related educational background, or equivalent experience
20+ years or more work expertise in consumer behavior & mindset, specifically digital experience and capabilities, including demonstrated success improving in-store and POS lending experiences, primarily within acquisition.
Deep experience with process mapping/re-engineering tools and methodologies, secondary research and primary research/analysis methodologies pertaining to digital experience.Ability to work independently and with various work teams.
Experience in retail, consumer behavior or financial services.All above minimum qualifications.
Education:
Bachelor’s Degree
Certifications:
Work Experience
Ten or more years
Skills
About Alliance Data Card Services
Alliance Data Card Services provides market-leading private label, co-brand, general purpose and commercial credit card programs, digital payments and Comenity-branded financial services.
Using the industry’s most comprehensive and predictive data set, advanced analytics, and broad-reaching capabilities, Alliance Data Card Services has been helping partners increase sales and provide greater value to their customers for more than 30 years.
Follow Alliance Data Card Services on Twitter , Facebook , LinkedIn and Instagram .
About Bread ®
A division of Alliance Data, Bread is a leading digital payments company that works with merchants and partners to personalize payment options for their customers.
Through its full-funnel recommendation engine, Bread empowers merchants to sell more, improve conversion and lift average-order-value.
Follow Bread on Twitter , Facebook and LinkedIn .
Alliance Data Card Services and Bread are a proud part of the Alliance Data enterprise, an S&P MidCap 400 company that consists of businesses that together employ approximately 8,000 associates worldwide.
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Alliance Data offers a competitive salary, a comprehensive selection of benefit options including 401(k).
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All job offers are contingent upon successful completion of credit and background checks.
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Alliance Data is an Equal Opportunity Employer.
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Alliance Data will provide accommodations to applicants needing accommodations to complete the application process.
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Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for Alliance Data.
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Alliance Data participates in E-Verify.
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Alliance Data will consider for employment qualified applicants with criminal and credit histories in a manner consistent with the requirements of all applicable laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
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Alliance Data complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws.
Applicants with disabilities may contact Alliance Data to request an arrange for accommodations.
If you need assistance to accommodate a disability, you may request an accommodation at any time.
Please contact the Recruiting Team at TaOps@alliancedata.com .
Job Family:
Marketing
Job Type:
Regular
Alliance Data has a singular focus: to measurably change consumer behavior and grow business for our clients through data-driven marketing, loyalty and payment solutions.
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