Responsibilities include but are not limited to: Establish a vision for the future of customer experience and develop strategies that align with this vision. Refine all aspects of Customer Care workflows, and technology frameworks to meet business goals and performance expectations. Evaluate cutting-edge technologies, compile user needs and detailed requirements in cooperation with internal partners and utilize technology to ensure optimal handling and improved customer experience and loyalty. Design a digital service approach through collaboration with digital platform teams, including the development and execution of a phased implementation plan. Pursue innovative solutions such as AI automation and other technological advances to boost customer care operations. Foster and guide customer care staff to promote career growth. Develop a talent pipeline and succession planning strategies. Select and oversee external vendor partnerships that bolster Valley's commitment to a customer-oriented approach. Define precise performance metrics and KPIs for evaluating departmental success. Use business analytics to drive improvement. Serve as customer advocate with executive management; ensure that customer research findings are understood, tracked and acted upon. Stay abreast of industry trends and developments to analyze and recommend updated processes and procedures.