EVP, Customer Experience Job Listing at Wind Creek Hospitality in United States of America (Job ID 1028)

Description

Description

Job Overview:

The Executive Vice President of Customer Experience (EVP CX) will lead the implementation and effectiveness measurement of our customer experience strategy, aiming to enhance our customer's senses of importance and belonging. This role involves understanding customer needs and implementing solutions to create positive customer journeys. The EVP CX will lead a CX focused team, engage and manage partners, analyze customer data, and collaborate with other departments to drive customer-centric engagement initiatives.  This position will report to the Chief Marketing Officer.

 Purpose:

Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System:

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best.  We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer.  The resulting creation of wealth will grow opportunities for all. 

Key Responsibilities & Skills:

• Strategic Vision and Leadership: Develop and implement a customer experience strategy aligned with the company's purpose, growth plan, and overall goals.
• Data Analysis and Insights: Collaborate with the data and analytics team to understand customer behavior, needs, and pain points to build effective solutions to address those points.
• Cross-Functional Collaboration: Working with key departments (marketing, operations, online gaming, platform development, data & analytics) and external partners to ensure a consistent and positive customer experience.
• Innovation and Improvement: Identify and implement new technologies, processes, and initiatives to enhance the customer experience.
• Team Leadership and Development: Build and motivate a high-performing customer experience team.
• Customer-Centric Mindset: Prioritize customer needs and satisfaction in all decision-making.
• Change Management: Driving and implementing organizational changes to improve customer experience.
• Performance Measurement: Tracking key performance indicators (KPIs) and metrics to measure the effectiveness of customer experience initiatives.
• Communication and Storytelling: Communicating the customer experience vision and progress to internal and external stakeholders. 

Job Requirements: (please ensure you meet the listed requirements prior to applying)

• Core leadership and interpersonal competencies required:
• Ability to communicate and interact with team members at all levels of the organization
• Demonstrated ability to understand and then articulate, from a customer's perspective, engagement activities that result in an elevated feeling of belonging and importance for that/each customer;
• Willingness to adopt and champion the Wind Creek Hospitality Purpose and Values;
• Professional level written and verbal communication and presentation.
• Education and Experience:
• Relevant Bachelor's Degree from an accredited college or university – required
  • Master's Degree - preferred
• Fifteen (15) or more years of progressive professional experience, including a minimum of ten (10) years at the executive (CXO) level - required
• Fifteen (15) years of progressive professional experience including at the executive level, in the development of strategic customer segmentation, acquisition and retention strategies, as well as the proven ability to oversee the life-cycle of new initiatives from conception to launch – required
• Ten (10) years of leading teams at a senior level at organizations differentiated by data-driven analytics- required
• Ten (10) years of senior level experience focused on leading the digital function, focused on customer acquisition, activation and loyalty programs– required
• Senior (CXO) experience in the development of metrics that determine return on investment for new initiatives. Proven success in analyzing data from multiple sources and utilizing data to find the key results necessary to drive future innovation– required
• Understands and shapes customer's needs; creates distinctive value for customers; builds deep customer relationships– required
• Other conditions required: 

1. Work odd and irregular hours including nights, holidays, promotions and weekends;
2. Travel and participation in training as recommended or required;
3. Must have willingness and ability to work in a smoke/secondary smoke environment;
4. Have or ability to obtain a Gaming License from all relevant Tribal and Commercial jurisdictions 

NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES

Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.