Head of Customer Experience

Job not on LinkedIn

🕒 Yesterday

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

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ZEISS Group

WebsiteLinkedInAll Job Openings

10,000+ employees

🏭 Manufacturing

🏥 Healthcare

🧬 Biotechnology

Manufacturing • Healthcare • Biotechnology

ZEISS Group is a global technology leader specializing in optics and optoelectronics, with a rich history dating back to 1846. Headquartered in Oberkochen, Germany, ZEISS operates in four main segments: Semiconductor Manufacturing Technology, Industrial Quality & Research, Medical Technology, and Consumer Markets. The company generated annual revenue of 10 billion euros and employs around 43,000 people across nearly 50 countries, including a robust network of production sites, sales and service companies, and research & development facilities. ZEISS’s specialties include binoculars, microscopy, eyeglass lenses, biomedical research, and various advanced technologies such as artificial intelligence and machine learning.

📋 Description

• Lead the end-to-end customer experience strategy across all customer touchpoints, ensuring customer insights, journey optimization, and satisfaction drive business growth, strengthen customer loyalty, and create a differentiated customer experience. • Develop and own the overall customer experience strategy aligned with company goals. • Define CX vision, principles, and measurable objectives for all customer segments. • Champion a customer-centric culture across all functions. • Map and continuously refine end-to-end customer journeys (from awareness to renewal/loyalty). • Identify and prioritize pain points and moments of truth and drive cross-functional improvements. • Ensure consistent, seamless experiences across digital, physical, and service channels. • Design and manage all Customer programming. • Consolidate feedback from surveys, support, sales, and digital analytics into actionable insights. • Present insights and recommendations regularly to senior leadership. • Define CX KPIs and dashboards (e.g., churn, complaint rates, resolution time). • Track CX performance across touchpoints and regions; drive corrective actions. • Perform root-cause analyses and prioritize improvement initiatives based on business impact. • Streamline day-to-day operational procedures—such as complex billing, account onboarding, and ticket resolution—to directly improve the client experience. • Partner with Sales, Marketing, Service, Product, and Operations to embed CX into processes and offerings. • Lead or co-lead cross-functional CX initiatives (e.g., onboarding, issue resolution, digital self-service). • Facilitate workshops and training to promote customer-centric behaviors. • Use customer journey mapping, service design, and process improvement methods (e.g., Lean, Design Thinking). • Co-create solutions with customers and internal stakeholders. • Ensure processes are documented, scalable, and continuously improved. • Build and lead a high-performing CX team (e.g., CX managers, analysts, UX researchers). • Set clear objectives, roles, and development plans. • Foster a culture of innovation, experimentation, and learning. • Collaborate with Digital/IT on customer-facing platforms (Salesforce, web, portal, apps, CRM, service tools). • Ensure customer experience requirements are embedded into digital roadmaps. • Promote the use of analytics, segmentation, and personalization to improve experience.

🎯 Requirements

• Bachelor’s degree in Business, Marketing, Service Management, or related field; Master’s a plus. • ABO Certification desirable. • 7-10+ years experience in customer experience, service, marketing, or related roles. • Demonstrated success leading CX or transformation initiatives across multiple functions. • Strong knowledge of CX methodologies (e.g., journey mapping, VoC, Design Thinking). • Experience working with CX metrics and analytics tools (e.g., platforms, CRM, BI tools). • Proven leadership experience, including managing teams and influencing senior stakeholders.

🏖️ Benefits

• Medical • Vision • Dental • 401k Matching • Employee Assistance Programs • Vacation and sick pay