Principal Customer Experience Architect

ECS is looking for a Principal Customer Experience Architect to lead business process and technical capability improvement for our customers and within our business.

The Principal Customer Experience Architect will be a member of a high performing team and will play a key role in leading how we mature existing process, improve use of data, and perform better engagement with users and customers. As an expert in Customer Experience, they will identify challenges and improvements within existing practices, capabilities, and culture; then lead and ensure delivery of solutions that meet the needs of all stakeholders in the organization.

This role's key to success will be their ability to see and show empathy for different stakeholders as improvements are introduced. Customer Experience is an important next step in ECS and our Customers' organizations, but it is still new and not well understood by many. We are looking for a leader who can meet teams and individuals where they are and support them through making incremental, data-driven changes that show value and early continued investment from all.

Essential Responsibilities:

• Provide thought leadership with internal team and customers to drive technical solutions, improve organizational practices, and strengthen culture
• Lead the discovery, engagement, and implementation of changes to technical capabilities and organizational improvement which results in customer experience improvements
• Support Business Development efforts through maturing approaches and aligning them with customer needs
• Maintain high performing teams and mentor high performance individuals who can achieve excellent results
• Building solutions that make use of data to improve business insights, help with operational decisions, and support performance management
• Help business, design, and technology stakeholders work together to achieve results

Requirements:

• 10+ years of supporting complex organizations improve their practices, culture, and solution offerings
• Experience and understanding of technical capability development and operations lifecycle
• Proven success in consulting and advising customers
• Confronts difficult problems in a positive and creative way
• Communicates clearly and effectively evaluates information to make decisions
• Anticipates risks and obstacles and develops plans for mitigation
• Balances multiple and competing priorities and executes accordingly

Req Benefits: https://ecstech.com/careers/benefits/