Director of Customer Experience-Information Svc

New York
Feb 27, 2014
Mar 29, 2014
Ms. Madelaine Soto
Full Time

The Director of Customer Experience for the Information Services Division of Planned Parenthood is a new position overseeing the customer service, marketing, market research, change management and KPI reporting efforts needed to create a 360 degree approach to engagement/interaction with our affiliate and national office customers. This role will work closely with the Director of Product Management and senior IS and affiliate leadership to build consistency and excellence across all customer touchpoints as we offer shared technology services to the Federation including collaboration tools, web products and core IT services.


Key Responsibilities:
•Lead strategy, standardization and implementation efforts across customer service, marketing, market research, change management and KPI reporting for IS products and ensure these standards are embedded into working practice
•Develop an approach to identify and structure customer needs; formulate cohesive, actionable picture from analytics, market research, user feedback, etc.
•Help to identify customer-centric KPIs and create a system for monitoring and reporting on them through scorecards for all products
•Ensure service quality and performance standards are met across all service lines
•Lead effort to “right-size” change management efforts to ensure the right balance between customer experience and resource allocation
•Develop marketing strategies to build excitement around product offerings and drive adoption of new technologies.
•Build a team to support the activities above as the product group grows


Scope will cover new products such as internal communication and collaboration tools (social intranet, Google Apps, CRM) and core IT services as well as existing products: Planned Parenthood’s digital and social program, Planned Parenthood Online (PPOL) and the National Contact Center (NCC). Due to the variety of products at play, this position would likely focus on building a working model for newer products and then apply them to the entire suite.

•Areas of work:

Market products to national office and affiliate customers. This includes creating marketing plans and sell sheets, building and delivering product demos, visiting affiliates to discuss products, etc. Keep the federation informed and excited about what is happening in IS including newsletters, contests, surveys etc. to drive adoption of shared services.

Market research:
Help product managers identify and structure customer needs by formulating a cohesive, actionable picture from analytics, market research, user feedback, etc. that can inform future product development. Verify the need for potential IS products with end users using methods such as surveys, interviews, observation and focus groups. Work with the business analyst and data analytics teams to build personas and use cases to model user needs which can be translated into requirements which will drive the product build process.

Change Management:
Build a standard approach for IS-led technology transitions so they are consistently handled with care, precision and an end-user focus while directly overseeing these efforts for current and future initiatives. Oversee communications and training activities and build collateral that can be repurposed on multiple products.

Customer Service:
Set direction for and oversee quality of ongoing customer service across product lines. Establish processes for efficiently handling standard customer service needs such as: requests for new functionality or services, quality of service desk experience and general concerns around IS products and services.

KPI Reporting:
Build a standard approach for monitoring and reporting KPIs across product lines. Develop standard scorecard templates and processes for creating and distributing reports.


•Ultimately responsible for the hiring, training, motivation, and evaluation of all customer experience group staff.
•Responsible for overseeing work of outside vendors and consultants to assure work meets scope and quality standards.


•Bachelor’s degree. Additional professional training is preferred.
•A minimum of eight years of related, progressively responsible work experience supporting a customer-centric product development process including supervisory and management experience.
•Not-for-profit management experience is a plus.

Qualifications of Ideal Candidate:

The ideal candidate will be an exceptional customer evangelist with the ability to effectively translate all aspects of customer feedback into actionable intelligence for product managers. S/he must be unflappable, with excellent people skills, in particular, partnership and relationship building with both internal/external stakeholders. While no one candidate will embody all the qualifications enumerated below, the ideal candidate will possess many of the following professional and personal abilities, attributes and experiences.

• Strong commitment to excellent customer service.
•Proven track record of recruiting, building, inspiring and managing teams.
•Demonstrated effectiveness in presentation skills and facilitation skills.
•Ability to effectively present information to top management, public groups, affiliates and/or boards of directors.
•Ability to work with multiple constituencies across departmental and organizational boundaries to problem-solve, build alliances, and influence meaningful outcomes.
•Demonstrated ability to think strategically, learns quickly, and succeeds in fast-paced and uncertain environments.
•Ability to function effectively as a team player while leading organizational change.

Other Requirements:
•Knowledge of diverse groups, working with a multicultural workforce, and sensitivity and appreciation to cultural differences is essential.
•Will need to respond to the needs of a fast-paced operation which requires after-hours availability.

Planned Parenthood Federation of America is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment. Planned Parenthood of America does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, or any other characteristic protected by applicable law. Planned Parenthood Federation of America is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

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