Customer Experience Program Leader
TrinityRail is searching for a Customer Experience Program Leader at the Dallas, Texas campus. This critical leadership role will play a key role in expanding the influence of our customer’s voice on our Company culture and strategy.
What You'll Do:
- Lead our overall Net Promoter System in support of TrinityRail’s Customer Experience vision
- Play a key role in building a “best in class” Customer Experience culture through education, engagement and communication initiatives across the enterprise
- Own and build on our existing Voice of Customer system including transactional and relationship touchpoints
- Partner with relevant stakeholders to lead TrinityRail’s Customer Experience Governance structure (CX Cross-functional Team and CX Champions)
- Serve as an internal advocate for customer needs
- Keep TrinityRail apprised of best practices by building and maintaining connections with external best in class Customer Experience communities and businesses
- This individual will also be an integral part of large enterprise imperatives ensuring the success of TrinityRail’s long-term business strategy.
- Own enhancing the existing Net Promoter Score, Customer Satisfaction %, and Transactional Survey Response Rate measurements and related closed loop process
- Regularly analyze Voice of Customer feedback to identify customer pain points and positive themes. Influence the organization to embrace learnings and structural improvements.
- Partner with internal stakeholders to ensure our customer insights and competitive landscape are leveraged as key strategic opportunities and decisions are made
- Develop and implement innovative ways to increase customer feedback
- Partner with other stakeholders to ensure aspects of the employee experience are connected to the customer experience (recognition program, interview questions, etc.)
- Engage with external communities (Net Promoter Forum, CXPA, etc.) to stay current with new and emerging customer experience best practices and processes
- Use a thoughtful approach that balances making measurable progress, while evaluating the level of other organizational changes underway
What You'll Need:
- Bachelor’s degree
- 5+ years proven Customer Experience Program leadership in a modern and innovative environment
- Excellent communication and presentation development skills with the ability to engage at all levels of the business, including at the corporate executive level
- Strong process, analytic and problem solving skills
- Outstanding interpersonal skills with the ability to build relationships and influence within a complex matrixed organization
- Strong drive, personal accountability and ability to work independently
- Proven ability to identify and lead transformational change using rigorous project and change management tools
- High energy, enthusiasm and passion for customers, learning and developing others
- Strong business maturity and acumen
- Strong orientation to technology including CRM systems, SaaS and big data
Why Join Trinity?
Trinity Industries offers a comprehensive benefits program. Eligible employees are offered Trinity’s standard company benefits package, which includes paid time off, tuition reimbursement, paid holidays, 401(k) with match and additional retirement contributions, medical, dental, vision, flexible spending accounts, life and disability insurance. Little known fact about Trinity Industries: Once people come to work here, they tend to stay. Trinity is employee-focused and involved in our communities, which is probably why working for Trinity feels more like family than a large corporation. Add in the industry leading industrial products we build, and you can see why our employees are proud to call Trinity home. What legacy will you build?
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