Director, CX Strategy and Measurement

ASME helps the global engineering community develop solutions to real-world challenges. Founded in 1880 as The American Society of Mechanical Engineers, ASME is a nonprofit professional organization that enables collaboration, knowledge sharing, and skill development across all engineering disciplines, while promoting the vital role of the engineer in society. ASME codes and standards, publications, conferences, continuing education, and professional development programs provide a foundation for advancing technical knowledge and a safer world. From college students and early-career engineers to project managers, corporate executives, researchers, and academic leaders, ASME's members are as diverse as the engineering community itself.

Director, Customer Experience Strategy and Measurement

Working with the Managing Director of CX, the Director will be responsible for translating customer insights into a prioritized strategy and actionable plan that advances the organization's mission.

Responsibilities

Strategic Planning & Prioritization

Create and operate a dynamic prioritization framework that balances customer needs, identified through VOC and Customer Care insights, with overarching organizational objectives.

Drive a journey-centric culture across the organization and prioritize projects that build holistically along customer journeys.

Synthesize qualitative and quantitative customer inputs into a clear, strategic vision for CX projects.

Serve as the primary liaison to Design and Branding, helping to translate prioritized work into project requirements, briefs, and executable plans for the design team.

Customer Personas & Measurement

Support the development and maintenance of a universal set of customer personas to be deployed across the organization.

Develop and implement a robust CX measurement system, defining a small set of key metrics that provide a clear pulse on customer experience health.

Ensure that all CX projects are launched with defined metrics and goals and develop a system for tracking impact and return on investment.

Act as a thought partner and steward for CX measurement across the organization, helping to create a centralized inventory of metrics and a clear understanding of their meaning and value.

Cross-Functional Collaboration & Influence

Champion customer obsession across the organization, providing thought partnership and strategic guidance to peers in other departments.

Work collaboratively to support and improve governance around customer experience, including customer communications, brand identity, and voice.

Partner with key stakeholders to develop and refine workflows that improve collaboration and support seamless project delivery, from initial insights through to final implementation.

Qualifications

This role requires a bachelor's degree in business, marketing, or a related field or additional equivalent work experience. A minimum of 4-7 years' experience in CX related initiatives in a large organization, with a proven track record of leading project work in CX related workstreams. Experience working in a non-profit environment or with volunteer leaders, including subject matter experts, is preferred.

Communication — Oral and written presentation, including the ability to clearly explain technical concepts to non-technical audiences

Relationship Management — Ability to influence and motivate others in a cross-matrixed reporting environment

Problem Solving — Ability to identify key issues, gather data to investigate those issues, and develop actionable recommendations

Project Management — A detailed approach and ability to work independently and remain organized in order to meet commitments and balance competing priorities

Technical : Expertise in strategy development, project prioritization, customer insights, journey mapping, and experience design.

Strong experience in developing training materials and leading training sessions

Proficiency in CX measurement frameworks and tools, with a strong understanding of how to leverage customer data to drive actionable insights.

Relevant certifications such as Six Sigma or CX certifications are preferred

This role is eligible for a remote work arrangement. Periodic business travel may be required, including but not limited to ASME offices globally.

ASME is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, national origin, age, gender identity & expression, sexual orientation, genetic information, citizenship status, disability, or veteran status. Our Equal Employment Opportunity policy applies to all aspects of employment.

Annual base salary may vary based on geographic location. The New York metro salary range for this position is estimated to be between $145,000 — $160,000 per year. Only those candidates selected for further consideration will be contacted.

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