Director, Customer Experience

First American Financial - Oklahoma City, OK

Full-time - Director

Remote - Oklahoma City, OK

1,001-5,000 employees

Insurance Carriers and Related Activities

About the position

As a Director of Customer Experience at CoreLogic, you will lead and oversee various support teams, including Tech/Help Desk and Tax support teams, to enhance client experiences. This role focuses on transforming the contact center operations with a digital-first approach, ensuring exceptional service delivery and continuous improvement in customer satisfaction metrics. You will be responsible for strategic planning, team development, and operational efficiency, while fostering a culture of success and innovation within the organization.

Responsibilities

• Transform contact center operations with a digital-first mindset by leveraging existing tools and technology.
• Suggest investment opportunities to drive modernization, automation, and self-service that align with customer expectations.
• Provide strong leadership that mentors and develops team members to maximize client satisfaction.
• Deliver results against a defined scope of work, including measurable ROI and performance reporting.
• Develop and maintain effective Quality Assurance (QA) programs to exceed Service Level Agreement (SLA) performance.
• Manage metrics to ensure customer satisfaction and report statistical performance levels related to the contact center.
• Develop efficient workflows and streamline customer support functions to improve operations.
• Assist in developing specific policies and procedures for customer support.
• Prepare assessments related to workflows and provide recommendations for improvement.
• Initiate and develop short and long-range plans for areas of responsibility.
• Serve as a content expert representing Customer Support on committees and initiatives.
• Collaborate with business partners on onboarding and managing new clients.
• Prepare customer support responses to RFPs for new business as required.

Requirements

• Minimum of 7 years planning, developing, and managing a contact center.
• Strong preference for managing Technical Help Desk teams or related functions.
• Exceptional leadership skills and emotional intelligence to motivate others.
• Demonstrated ability to effectively resolve problems and escalations.
• Ability to build strong relationships with stakeholders across various functions.

Nice-to-haves

• Experience in planning, developing, and implementing new client accounts in real estate, financial, or technology sectors.
• Advanced user of Excel and working knowledge of mainstream CRMs and customer service systems.

Benefits

• Hybrid working model with 1 day in the office and remote work options.
• Competitive compensation and benefits package.
• Career path for continued professional growth.
• Access to a self-development portal centered around employee growth.