Bond Brand Loyalty
About Us:
At Bond, we design, build, and manage creative and innovative solutions for our clients, all with the goal of helping them build ever-stronger loyalty to their brands. That can take us in some amazing directions, and as the Director, Customer Experience Strategy & Design, you will help shape and influence market-relevant, innovative Customer and Employee Experience strategy and program design, optimization, and management.
As a member of our largest client delivery team in the automotive OEM space that operates globally, you will play a crucial role in delivering exceptional customer and employee experiences. This hybrid role is based in either our Toronto, Ontario or Dearborn, Michigan offices, where you will collaborate with our dynamic teams to support exceptional clients.
You have built a career around providing value and expert service as a trusted advisor to your customers. You are always ready to jump in to connect with your customers and help solve problems while designing strategies for growth - virtually or in-person (ability to travel to client sites required). Colleagues and customers alike admire your ability to dig deep into problems and your desire to constantly learn more. Innovation, market-readiness, and market relevance are critical for success. Connecting with people and teams both internally and externally comes naturally to you, as you find unique approaches to solve difficult challenges. You can build foundational relationships, and you know when to engage multi-disciplinary business partners to take discussions, solutions, proposals, and programs to the next level.
A Day in The Life:
Are You The One?
Why Join Us?
Joining us means being part of a team that lives by the mantra "Create Bonds." We celebrate our collective drive, reward innovative thinking, and always maintain a focus on fostering relationships, both internally and with our clients.
Ready to Make Your Mark?
If you're passionate about shaping the future of loyalty and making a real impact, we want to hear from you! Apply now to become a part of our dynamic and innovative team.
At Bond, we design, build, and manage creative and innovative solutions for our clients, all with the goal of helping them build ever-stronger loyalty to their brands. That can take us in some amazing directions, and as the Director, Customer Experience Strategy & Design, you will help shape and influence market-relevant, innovative Customer and Employee Experience strategy and program design, optimization, and management.
As a member of our largest client delivery team in the automotive OEM space that operates globally, you will play a crucial role in delivering exceptional customer and employee experiences. This hybrid role is based in either our Toronto, Ontario or Dearborn, Michigan offices, where you will collaborate with our dynamic teams to support exceptional clients.
You have built a career around providing value and expert service as a trusted advisor to your customers. You are always ready to jump in to connect with your customers and help solve problems while designing strategies for growth - virtually or in-person (ability to travel to client sites required). Colleagues and customers alike admire your ability to dig deep into problems and your desire to constantly learn more. Innovation, market-readiness, and market relevance are critical for success. Connecting with people and teams both internally and externally comes naturally to you, as you find unique approaches to solve difficult challenges. You can build foundational relationships, and you know when to engage multi-disciplinary business partners to take discussions, solutions, proposals, and programs to the next level.
A Day in The Life:
- Leadership and Business Development: Lead customer experience initiatives (inclusive of employee experience, change management, and learning and development), providing thought leadership and strategic direction for our clients.
- Drive business expansion efforts (including proposal development) to ensure profitable operation, growth, and development of the Human Experience practice.
- Customer Experience Strategies: Develop and implement customer experience strategies and programs that align with clients' business objectives and drive broad customer experience and loyalty. Experience in automotive and a channel environment is a plus.
- Client Collaboration: Collaborate with clients to understand their customer journey and identify opportunities for improvement and innovation.
- Team Collaboration: Work with Lead Strategists, Experience Designers, Consultants, and Project Managers in a matrixed environment to deliver an exceptional experience to our clients.
- Ability to collaborate, brainstorm, solution, and coach others to ensure the successful execution of client programs.
- Cross-Functional Collaboration: Collaborate with cross-functional teams, including marketing, sales, and operations, to ensure a seamless and consistent customer experience across all touchpoints.
- Customer Journey Maps: Develop and implement customer journey maps and total experience maps across all channels to identify areas of improvement, optimize the customer experience, and innovate new areas for our clients to win and differentiate.
- Must have experience using quantitative and qualitative methodologies in developing journey maps.
- Customer Research: Rich experience in leading data led solutions to optimize and enhance total customer experience.
- Ability to drive and conduct customer research and gather insights to understand customer needs, preferences, and pain points.
- Use data and analytics to measure total customer experience.
- High Proficiency in leading CX tools and platforms: Demonstrated expertise in utilizing industry-leading customer experience tools such as Qualtrics, Medallia, and Adobe Experience Manager for example, to gather, analyze, and act on customer feedback, ensuring data-driven decision-making and continuous improvement in customer experience strategies.
- Feedback Mechanisms: Implement customer closed feedback mechanisms, such as surveys and feedback loops, to gather insights and drive continuous improvement.
- Industry Trends: Stay up to date with leading industry trends and best practices in customer experience management and incorporate them into client programs.
- Known for your thought leadership in platforms like LinkedIn and other professional associations and groups.
- Client Relationships: Build strong relationships with clients, serving as a trusted advisor and strategic partner in their customer experience initiatives.
Are You The One?
- Education: Bachelor's degree in business, marketing, or a related field (master's degree preferred).
- Human-centered design or behavioral economics experience is a plus.
- Experience: Proven experience in customer experience management, preferably in a client-facing leadership role.
- Strong understanding of customer journey mapping, customer segmentation, customer satisfaction measurement, employee enablement, learning, and development.
- North American experience preferred and global exposure is a plus.
- Skills: Excellent leadership and team management skills. Exceptional communication and interpersonal skills.
- Analytical mindset with the ability to use data and insights to drive decision-making. Strong project management skills.
- Knowledge of customer experience software and tools. Experience in the loyalty marketing industry is preferred.
- A customer-centric mindset and a passion for delivering exceptional customer experiences.
- Professional Craft: Expert in your specialization and solid knowledge about related fields. Leading in advanced solutions development and complex strategic consulting.
- Innovating in the field of solutions design and execution. Mastering cross-functional collaboration for comprehensive solution delivery.
- Leadership Craft: Experience leading a team of individual contributors and/or managers. Role model and thought leader in area of specialization.
- Applies understanding of the business and how own area integrates with others to achieve overall function objectives.
- Anticipating industry trends and client challenges for future-focused solutions.
- Driving operational efficiency and effectiveness in solution delivery.
Why Join Us?
Joining us means being part of a team that lives by the mantra "Create Bonds." We celebrate our collective drive, reward innovative thinking, and always maintain a focus on fostering relationships, both internally and with our clients.
Ready to Make Your Mark?
If you're passionate about shaping the future of loyalty and making a real impact, we want to hear from you! Apply now to become a part of our dynamic and innovative team.