Senior Director of Customer Experience and Transformation

Why join us? 

Our purpose is to design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of MillerKnoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows MillerKnoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

The Senior Director of Customer Experience and Transformation role focuses on creating and implementing the strategy, vision and execution for end-to-end customer and dealer experience which includes Order Entry, Customer Care, Product and Install Services and Customer Excellence Technology. 

This role builds connection between the Sales and Distribution organization and all of MillerKnoll operations, technology and transformation teams to seamlessly execute project and partnership requirements. Responsible for developing the function's mid-term strategy while executing the annual plan, which currently includes establishing and implementing our MillerKnoll Dealer Experience Integration while leading the daily business to define processes, rules of engagement, establishing metrics, and robust training. In addition, this role will lead efforts to scale and expand our customer and dealer experience globally to create a more unified and aligned experience.

A direct and integrated partnership with Operations, Operational Transformation and Technology teams to drive an elevated dealer experience is critical.

As well, unifying the people, process and technology of the Shared Services organization within Order to Cash to drive improved outcomes and efficiencies is important.

ESSENTIAL FUNCTIONS
•    Analyzes and summarizes data for senior leadership; develops and directs action plans to improve results and communicates regularly with senior leadership on the strategic implications of customer trends and issues.
•    Builds and executes plan to expand Customer Experience globally to unify customer experience and processes.
•    Collaborates and builds productive relationships with Product Development, Product Management, Quality, Technology, Operations  and Transformation teams to understand the business needs to drive customer focused initiatives.
•    Creates the mid-term and annual strategy for MillerKnoll’s Customer Experience functional area within the Contract business to improve internal and external customer experience.
•    Directs the operations of team members whose objective is to provide product service support and installer services in a customer relationship management environment within the office furniture market.
•    Leads and motivates team to world-class level of performance in key metrics; responsible for staff training, development and performance assessment while maintaining professional and technical knowledge by attending educational workshops, reviewing professional publications and establishing personal networks.
•    Oversees team responsible for working with business process owners to identify and implement continuous improvement initiatives that align with business objectives and ultimately increase efficiency, reduce cost, improve quality, mitigate risks and improve overall operational and service effectiveness.
•    Provides leadership and direction to various managers, work team leaders, consultants, specialists, advocates and representatives within the core areas of Product Services, Product Resources and Installer Services.
•    Provides strategic vision to evolve applications and tools for world class technology advancements.
•    Through MillerKnoll integration, leads and manages the transformation across companies to streamline processes, systems, and efficiencies.
•    Works cross functionally across the business and dealer network to align resources and implement initiatives that reduce human struggle and make it easier to do business with MillerKnoll.
 
Performs additional responsibilities as requested to achieve business objectives.

QUALIFICATIONS
•    Bachelor's Degree in Business, Logistics or related academic discipline or equivalent professional experience.
•    10+ years of professional experience in an operations planning environment.
•    5+ years of management experience, and/or 5+ years of project leadership experience
•    Successful experience with change management principles and demonstrated ability to drive and manage the change process, from strategic planning through implementation and follow-through.
•    Demonstrated experience and results in driving continuous improvement activities and meeting deadlines.
•    Proven ability to lead, coach, development, and engage a team.
•    Demonstrated outstanding written/verbal communication skills, and a proven capability to pres