At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
Title:Director,GBSCustomerExperience
JobDescription:
TheDirectorofCustomerExperiencewillberesponsibleforstrategicdevelopment,oversightand
influenceonprogramsthathaveadirectandpositiveimpactonourcustomers’experience.He/shewill
reportintotheHeadofEnablement&Transformation,withtheCustomerExcellence-GlobalBusiness
Servicesbusinessunit.
TheDirectorofCustomerExcellencewillleadandtransformourapproachtocustomersatisfaction,
drivingacultureofcontinuousimprovement,innovation,accountabilityandcustomer-centricity.This
rolewillhaveoversightofourTransactionalCustomerExperience,QualityAssuranceandCustomer
Complaintsfunctions;ensuringserviceexcellence,operationalefficiency,andproactiveissueresolution.
TheidealcandidatewillhavemasteryofcontemporaryCXmanagement&measurementpractices;
including:integrationofAIintoCXmanagementplan,personalizationthroughdataanalytics,
omnichannelcustomerengagementandcustomerpropensity/crosselling/upselling.Thisisaglobalrole
thatincludesworkingacrossglobalfunctionsandgeographiestomobilizethecompanyaroundaunified
viewofthecustomerexperiencethatdefines,developsandoverseestheimplementationofaportfolio
ofinitiativesdesignedtooptimizecustomerexperience.And,leveragingdatatoidentifyopportunities
toimprovecustomerexperienceandbuildcustomerloyalty.Thisrolealignskeyfunctionstoestablish
andcontinuouslyimproveameasurementframeworkandachievementtargetsforcustomer
experience.
Responsibilitiesincludebuildingamulti-yearstrategyandexecutionroadmap,managingandowning
allaspectsoftheprogram,coordinatinginputofstakeholders,holdingtheteamaccountableto
commitmentsandtimelinesandcommunicatingprogressandupdatestoalllevelsoftheorganization.
●CustomerExcellenceStrategy:Developandexecuteacomprehensivecustomerexcellence
frameworkthatenhancessatisfaction,loyalty,andbrandadvocacy.
●QualityAssuranceLeadership:Overseequalityassuranceprogramstoensurebest-in-class
servicedelivery,compliance,andoperationalconsistency.
●CustomerComplaints&Resolution:Leadandoptimizethecustomercomplaintsfunction,
implementingproactivesolutionstoreducepainpointsandimproveresolutionefficiency.
●VoiceoftheCustomer(VoC):Championdata-drivencustomerinsights,feedbackloops,and
sentimentanalysistodrivebusinessdecisions.
Technology&Innovation:UtilizeAI,automation,andCXanalyticstoenhancecustomer
interactionsandstreamlineprocesses.
●Cross-FunctionalCollaboration:PartnerwithProduct,Operations,Sales,andTechnologyteams
toalignoncustomer-centricinitiativesandpriorities.
●ChangeManagement:Leadculturaltransformationinitiativesthatembedcustomerexcellence
asacorebusinessvalue.
●Leadership&Development:Buildandmentorahigh-performingteam,fosteringacultureof
accountability,innovation,andcustomerobsession.
JobRequirements:
Background&Experience
●10+yearsofleadershipexperienceinCustomerExperience,QualityAssurance,or
ServiceOperationswithinaglobalorganization.
●ProventrackrecordindrivingCXtransformation,leveragingdigitaltools,
automation,andAI.
●StrongknowledgeofCXmetrics(NPS,CSAT,CES,etc.)andtheabilitytotranslate
insightsintostrategicactions.
●Expertiseincustomerjourneymapping,processoptimization,andservice
design.
●Experienceinleadingcustomercomplaintsandresolutionfunctions,witha
data-drivenandempatheticapproach.
●Exceptionalstakeholdermanagementandtheabilitytoaligncross-functional
teamsonCXpriorities.
●Stronganalytical,problem-solving,anddecision-makingskills.
●Experienceinscalingglobalcustomerexperienceoperations,particularlyin
fast-paced,high-growthenvironments.
●Passionateaboutcustomer-firstculturewithastrongbusinessacumenand
executivepresence.
●BAorBSinbusiness,marketingorotherrelatedfield.MBAaplus.
OrganizationalInterlocks
●Operationsfunctions
●IT
Data/Analytics
●Sales
●ProductManagement
●Marketing
●SETMembersandotherSLTs
●HR