SAS Institute Inc. Director, Customer Experience in Cary, North Carolina

Having the best technology is not enough in today’s competitive market for analytics. Equally important is the overall experience SAS customers have across many touch points. The Director of Customer Experience will take the lead role in defining and driving the customer experience strategy for SAS. This includes the full customer journey, from acquisition to retention, making sure we empower and inspire at every moment of the journey. This role will work cross-functionally with key stakeholders to create a unified view of the customer experience and drive alignment and execution around areas of optimization. Through customer journey mapping, data and analytics, industry best practices and proven methodologies this role will help drive business transformation that will enable SAS to make significant improvements in customer engagement, satisfaction and loyalty.

Key Responsibilities

  • Serves as the leading voice of the customer, acting as their advocate within SAS.

  • Oversees a team of customer experience experts that drive and guide defined priorities.

  • Works cross-functionally with business partners to create and maintain a customer-centric culture.

  • Drives continuous improvements in the delivery of the customer experience by providing actionable customer insights which fuels innovation in our processes and procedures. This includes eliminating silos, removing unnecessary steps to our processes, and speeding time to results for our customers.

  • Identifies appropriate customer satisfaction and loyalty measures, and sets targets and reach metrics for each.

  • Supports efforts to gather customer insights, and leverages these insights to improve understanding of the customer experience and key drivers of satisfaction and loyalty.

  • Serves as part of the leadership team and reports on key business and operational activities related to how we are making improvements while delivering on key metrics.

  • Uses business analytics and intelligence to provide insight to all relevant stakeholders and drive necessary changes.

Key Partners

  • Customer Success Organization

  • Technical Support

  • Marketing

  • Sales

  • Information Technology

  • Legal

  • Consulting/Professional Services

  • Business Operations

  • Research and Development

Qualifications & Experience

  • Bachelor's degree in Business, Marketing, or a related field.

  • Formal leadership experience managing customer centric initiatives, programs and teams.

  • Extensive knowledge and expertise of the customer lifecycle and related technology, product, and process integration points.

  • Demonstrated success influencing C-level executives.

  • Skilled at analyzing and interpreting data and establishing, maintaining, and defending measurements and findings.

  • Deep experience with customer journey mapping and similar CX related tools and disciplines.

  • Experience identifying and implementing process improvements.

  • Proven ability to design and build a compelling business case

  • Experience dealing with complex projects and multidisciplinary teams.

  • Solid experience in planning and communicating with diverse stakeholders with differing goals.

  • Ability to deliver engaging, polished, and professional presentations to internal and external audiences.

  • Outstanding written and verbal communication skills.

  • Must be a collaborative, results-oriented, decision maker.

SAS looks not only for the right skills, but also for a cultural fit. We seek colleagues who will contribute to the unique culture that makes SAS such a great place to work. We look for the total candidate: technical skills, culture fit, relationship skills, problem solvers, good communicators and, of course, innovators. Candidates must be ready to make an impact.

Additional Information:

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.SAS is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. The level of this position will be determined based on the applicant's education, skills and experience. Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process

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Requisition ID: 20023255

Visa Sponsorship: No

Travel Requirements: 10%

External Company Name: SAS Institute Inc

External Company URL: www.sas.com