Job Description

The Customer Experience (CX) Director is responsible for CX leadership CX is the customer experience authority across Agilent, driving customer experience strategy and change management to evolve the company into a more customer-centric organization. 

The CX Director will lead CX development programs aimed at gaining customer insight from research, data analysis, personas, and customer & employee journey mapping.  This position is responsible for helping business teams implement CX improvements into the Agilent ecosystem and communicating the strategic value of a CX focused, outside-in approach to customer experience improvement.

The CX Director is also responsible to develop and implement Customer Experience (CX) measurement strategies which align CX measurement, brand measurement, analytics, and insights to build brand reputation and customer loyalty. 

This role is on the forefront of driving a competitive advantage for Agilent in customer experience.

Principle Duties/Responsibilities:

Provide leadership to a team of CX professionals to accomplish our goals:Provide leadership to develop and implement a world class CX measurement system which support Agilent brand activation and improves customer loyalty.Be the customer experience authority across Agilent, driving customer experience strategy and change management to evolve the company into a more customer-centric organization. Build and maintain collaborative relationships, across organizational levels, functions, disciplines, and business groups.  Use this to communicate the value of CX and to keep the CX pipeline full.Keep abreast of CX measurement methodology and technology developments and ensure Agilent continues to evolve with best-in-class  CX measurement strategies, technologies, plans and customer experience.Understand the brand reputation and loyalty measurement hierarchy and the relationship between CX measurement, operational metrics, employee metrics, loyalty metrics, customer health and customer lifetime value.  Enable the measurement system to help drive business results using insight gleaned from the measurement system.Leads CX initiatives across the Agilent aligned with business prioritiesOwn the CX Vision and its associated communication and change management activities, focused on moving the company to a more customer centric organizationLead best-in-class customer research and analysis via the team, ultimately owning research selection & prioritizationOwns current state/foundational journey mapping across Agilent, keeping the foundational maps up to date. Plan and facilitate future state customer and employee journey mapping workshops that deliver insights for transformational change and strategic road mapping.  Prior to start or a project, align on business objectives and provide CX scoping and project definition in alignment with the needs of the business.Own Agilent Personas, keeping them up to date and relevant to the organizationOwn CX Communications in collaboration with Brand and PR resourcesLeads annual CX Planning (Priority Focus Areas), develops and delivers quarterly reports for both global programs and regionals activities.Bring external insights into the organization and CX approaches, keeping on the leading edge of CX maturityResponsible for coaching, developing and managing the team striving for a respectful, productive partnership with full engagement toward team and company goals.Manage to available budget, selecting projects with the highest impact for OOP spendPlan and lead the quarterly Customer Experience Leadership Team meetings and be the face of CX to them.

 

Qualifications

Minimum Requirements:

7 + years' work experience in Customer Experience strategy, design and execution with B2B experience     Bachelor’s degree or equivalent in Business, Marketing, or other CX-related field required; advanced degree preferred.Collaborative and strong ability to build relationships, connect and influence multiple leadership levels, demonstrate a sense of urgency, and provide an exceptional experience to internal customers.  Ability to independently drive cross-functional and cross-regional teams forward to accomplish set goalsDemonstrated ability to drive for results and always keeps the customer in mindAbility to work independently and proactively.  Critical thinker and problem solver. Strong strategic planning/project management skills.  Experience managing multiple projects simultaneouslyDemonstrated success leading a team uncovering valuable customer insights in order to recommend and implement practices that positively impact our customers.Self-motivated leader of both people and projects, a highly effective manager, and developer of talent.Adaptive and entrepreneurial approach; demonstrates flexibility, energy, and initiative in an unpredictable, and matrix business environment,Compelling communication and presentation skills (written and verbal) to build and share inspiring visual stories.  Ability to communicate effectively on a regular cadence to senior executives on strategies, goals, and status.Possess a clear understanding of branding and its linkage to CXPossess a clear understanding of CX metrics with the ability to identify collaboration opportunities within the teamExperience driving change management

Additional Details

La fourchette salariale au Canada de ce poste est de 147,206.00$ à 230,010.00$ CA par an, et le titulaire est admissible à des primes, à des actions et à des avantages sociaux. Nos fourchettes salariales sont déterminées en fonction du rôle, du niveau et de l’emplacement. À l’intérieur de la fourchette, la rémunération individuelle est déterminée par le lieu de travail et d’autres facteurs, notamment les compétences liées à l’emploi, l’expérience et les études ou la formation pertinentes. Au cours du processus d’embauche, un recruteur peut fournir des renseignements sur l’échelle salariale particulière d’un lieu de travail donné. Vous trouverez des renseignements complémentaires à https://careers.agilent.com/locations/americas/canada.

This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least January 28, 2025 or until the job is no longer posted.

The full-time equivalent pay range for this position is $163,600.00 - $306,750.00/yr USD in the US, or $147,206.00 - $230,010.00/yr CAD in Canada, plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email job_posting@agilent.com or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.

Travel Required: Occasional

Shift: Day

Duration: No End Date

Job Function: Marketing