Sr Dir Customer Experience (CXD) - 90386905 - Wilmington (Hybrid)

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

SUMMARY OF DUTIES:

The Senior Director, Customer Experience will serve as the primary advocate for customer experience on a day-to-day basis, partnering with his/her Operations counterparts to ensure Amtrak is optimizing each customer's experience during both the normal course of business and service disruptions. 

This role will focus on real time communications, service recovery, and continuous improvement. He/she will develop a framework via which to optimize customer experience in a range of anticipated circumstances, establishing a series of SOPs on which cross-functional teams can execute during both service disruptions and the normal course of service. The team led by the Senior Director will also be responsible for triaging operational impacts on customer experience in real-time, following a prioritized ranking based on key insights. 

Successful candidates for this position will demonstrate a blend of strategic thinking, leadership, cross functional collaboration and hands-on execution to deliver customer experiences in line with our Amtrak Customer Commitments. The position reports to the AVP, Loyalty and Customer Engagement and will serve as a customer champion in an effort to drive increasingly effective and efficient operations of: 

•    Amtrak’s Customer Communication Team (CCT)
•    Amtrak’s Customer Experience Desk (CXD)
•    After Action Reviews 
•    Customer First SOPs 
•    Customer First Service Recovery Moments
•    Upholding our Customer Commitments 

From a functional standpoint, the position is responsible for:
• Defining integrated SOPs for ‘known’ and/or anticipated customer experience moments (ie heat orders, delays, mechanical issues, etc.) to include recommendations on train cancellations and customer outreach protocol.
• Strong collaboration across operations, training, care center, and customer communications. Ensuring all communication channels are consistent and integrated (Onboard, .com, PIDs, care center, etc).

•  Acting as the voice of the customer in service moments including integration and recommendations for proactive service recovery.
•  AAR--continuous improvement loop.
•  SMEs on operational recovery from a CX POV.
•  Partnering with Operations to ensure a holistic recovery SOPs and guidelines.
•  Executing key initiatives in support of our Customer Commitments. 
•  Leadership and oversight of Amtrak’s Customer Communication Team.
• Overseeing departmental operating budget, business planning, capital planning and capital project management, financial modeling, and performance analysis.  

ESSENTIAL FUNCTIONS:
1. Customer Advocate.  Embraces customer-first mindset through defining proper communications systems management, as well as improving all customer first policies, procedures and service standards for service recovery, schedule changes, and high impact events. Uphold commitments as outlined in our 10 Point Pledge. Includes both reactive and proactive actions.  

2. Day to Day Customer Experience Operations and Planning. Manage daily customer experiences directing actions as necessary to ensure that all operational goals are met. Strong interdepartmental collaboration and communication across CXD, CNOC, CCT, Care Center and Stations.

3. CXD Playbook Development. Develop a customer first playbook to improve real time decision making. Translate operational intelligence into customer facing communication and action plan including re-accommodation, when necessary. On a monthly basis, he/she evaluates performance versus goals and takes actions as warranted to reduce costs, increase revenue, or enhance customer satisfaction.  

4. Customer Experience Measurement and Performance. Empowered to make decisions and take actions to support commercial operating goals inclusive of financial targets and productivity measures. Define KPIs and metrics to track the communication effectiveness, analyze data to identify trends and    opportunities, and make data-driven recommendations for improvement. 

5. Continuous Improvement: Lead a culture of continuous improvement by identifying areas for enhancement, experimenting with new ideas, and iterating based on results. Includes measurement, AARs, and PDCA iterative approach. 

6. Team Member Engagement: Foster a customer-centric culture within the organization by training, coaching and empowering employees to deliver exceptional customer experiences. Motivate individual performance, promote team development, and maintain employee morale through effective communication, recognition, and channels for feedback. 

7. Technology Enablement: Leverage technology and tools, such as ACN, and other platforms to support initiatives and streamline processes. Initiates and supports implementation of technological improvements to enhance operational efficiency and maximize customer experience.

Overall - Provides leadership, creativity, and enthusiasm in the exercise of his/her duties, including through a demonstrated commitment to professional expertise and operational excellence for our customer experience

MINIMUM QUALIFICATIONS:
• Bachelors degree in related discipline 

• 10 years or more experience;
• Strong written, oral and interpersonal skills.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
• Customer engagement experience  

• Successfully working with all levels of management, including proven ability to achieve consensus for decision making.
• Cross functional leadership and collaboration 

PREFERRED QUALIFICATIONS:
• Ability to manage cross-functional and cross-organizational processes and projects. 

• Understanding of operational systems and technology.
• Ability to develop policy recommendations based on a thorough understanding of departmental operations and in-depth understanding and analysis of financial data.
• Growth-oriented mindset, with experience innovating in an operational environment 
• Operational understanding 
• Hospitality and/or customer experience is a plus 

WORK ENVIRONMENT:
• Works in a dynamic, fast-paced environment. The individual must manage several tasks completing them with a high degree of accuracy.

• Must be available to oversee emergency operations on short notice.
• Travel: up to 20%.

COMMUNICATIONS AND INTERPERSONAL SKILLS:
Must have excellent oral and written communication skills.

PAY TRANSPARENCY:

The salary/hourly range is $187,500-$242,892. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here.

Requisition ID:163708
Posting Location(s):Delaware

Work Arrangement:04-Hybrid Weekly Click here for more information about work arrangements at Amtrak. 
Job Family/Function:Customer Service 
Relocation Offered:No 
Travel Requirements:Up to 25% 

You power our progress through your performance.
 

We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions. 

Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen. 

Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.  

In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.

In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. §1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses. 

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.