Job Description

Job Summary:

Join a new and emerging customer experience function aimed at providing strategy towards best-in-class consumer experiences across our products and services. The Senior Director, Customer Experience is accountable for developing and implementing a long-term, sustainable, customer experience strategy. Responsible for driving central creation and ongoing development of master customer principles and journeys and ensuring consistency across all customer-facing initiatives. Ensures prioritization and readiness of all experiences that we launch to customers, balancing financial and operational considerations. Contributes to long-term, strategic goals and leads a team that provides strategic focus to the customer experience. Provides guidance to teams to ensure the companys interactions meet customer needs and our desired customer lifecycle.

Job Responsibilities:

* Develops, evaluates, and implement strategies to gather and respond to customer feedback.
* Ensures that client perspectives are understood and addressed by business leaders, resulting in improved delivery of products and services.
* Provides direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and the company and simplifying processes.
* Establishes innovative concepts, promotes new ideas, and works with cross-functional teams to align customer interests with business objectives.
* Proactively identifies strategies and opportunities to improve customer experience processes and service delivery. Acts as the owner of the customer experience in the philosophy and vision for the organization.
* Removes barriers and helps resolve complex issues escalated by the customer experience team.
* Develops cross-functional teams to develop and implement Customer Experience strategies.
* Develops and influences cross-functional policies and processes that impact the Customer Experience.
* Represents Customer Experience function and provides critical insights to executive level management.
* Leads Customer Experience team that provides strategic focus to the customer experience.
* Develops and mentors staff through on-boarding, open communication, training and development opportunities and performance management processes; builds and maintains employee morale and motivation; ensures the team is appropriately staffed with required competencies; fosters a diverse and inclusive workplace.

An Equal Opportunity Employer, including disability/veterans

Walgreens (www.walgreens.com) is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), a global leader in retail and wholesale pharmacy. As Americas most loved pharmacy, health and beauty company, Walgreens purpose is to champion the health and wellbeing of every community in America. Operating more than 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving approximately 8 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with platforms bringing together physical and digital, supported by the latest technology to deliver high-quality products and services in local communities nationwide.