Head of Customer Experience - ASSA ABLOY Global Solutions : Job Details

Location: Austin, TX

Job ID: 36399

An Amazing Career Opportunity for a Head of Customer Experience!

Are you passionate about creating exceptional customer experiences and driving meaningful change? HID PACS is seeking a dynamic and strategic leader to spearhead initiatives aimed at elevating our Net Promoter Score (NPS) and delivering outstanding customer engagement. This high-impact role offers the chance to collaborate with global teams, analyze and address customer pain points, and champion customer-centric practices across the organization.

As our Head of Customer Experience, you'll manage cross-functional projects, develop innovative strategies, and shape the customer journey while staying at the forefront of industry trends. You'll have the opportunity to make a measurable difference, work with diverse teams worldwide, and influence how HID PACS connects with its customers.

As our Head of Customer Experience, you'll support HID's success by:

• Developing and leading the implementation of a comprehensive strategy to improve the HID PACS Net Promoter Score (NPS) to achieve excellent customer engagement.
• Conducting detailed analysis to identify customer pain points and opportunities for enhancement in the customer journey.
• Designing and implementing, monitoring and reporting mechanisms to track the progress and success of NPS improvement initiatives.
• Driving the creation and implementation of the PACS eCommerce strategy.
• Collaborating with global cross-functional teams, including customer service, sales, marketing, and operations, to define and execute initiatives identified as key drivers of NPS improvement.
• Facilitating regular communication and alignment across teams to ensure consistent execution of customer-focused strategies.
• Managing multiple projects simultaneously, ensuring timely delivery, effective resource allocation, and measurable outcomes.
• Acting as a thought leader and advocate for customer-centric practices across the organization.
• Staying up-to-date on industry trends, customer feedback, and best practices to inform and refine strategic initiatives.

Your Experience and Background include:

• 5+ years of experience in customer experience management, strategic planning, consulting, or a related field, with a proven track record of driving customer engagement and satisfaction improvements.
• Bachelor's degree in Business Administration, Marketing, Data Analytics, or a related field is required; a Master's degree (MBA or related) is preferred.
• Experience leading cross-functional initiatives in global organizations, with a strong ability to collaborate across cultures and geographies.
• Hands-on experience with NPS methodologies, customer feedback systems, and performance tracking tools (e.g., Qualtrics, Medallia, Salesforce, or similar platforms).
• Strong background in data analysis, reporting, and deriving strategic insights from customer experience metrics.
• Experience in eCommerce, digital transformation, or customer engagement in an online/digital context is a plus.
• Proven experience in a customer experience, customer success, or strategy-focused role, with a strong track record of improving customer engagement and satisfaction metrics (e.g., NPS, CSAT, CES).
• Demonstrated ability to develop and execute strategic initiatives that enhance the customer journey and drive business outcomes.
• Extensive project management experience, including managing complex, cross-functional initiatives with multiple stakeholders and tight deadlines.

What we can offer you:

• Competitive salary and rewards package
• Competitive benefits and annual leave offering, allowing for work-life balance
• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds

Why apply?

• Empowerment: You'll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don't need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-oriented, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity.