Overview


Título del trabajo: Senior Global Customer Experience Specialist

Compañía: Align Technology

Descripción de funciones: Job Description:

Join a team that is changing millions of lives.

Assistant Professor - Applied Data Science

Transforming smiles, changing lives.

At , we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what’s possible.

Ready to join us?

About this opportunity

Align is the industry leader and innovator in medical devices which focuses on revolutionizing the dental and orthodontic industry. Align, the makers of Invisalign ® is looking for a Sr. Global Customer Experience Specialist. This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry. The Sr. Global Customer Experience Specialist, will help us test prototypes and implement improvements to take the Align customer experience to the next level. You will support regional and global customer experience improvement efforts and generate summaries of prototype testing efforts and best practice documentation that allows for efficiencies and scaling across regions. As part of the Global CX Team, you will collaborate directly with customers, building strong relationships that inform and influence customer experience improvement efforts.

This role will be part of Align Technology goal to deliver the next generation of clear aligners (Invisalign®) to our customers. We would love for you to join a fun and cutting-edge technology company that has helped create millions of smiles.

In this role, you will…

  • Apply concepts of customer experience such as CARE, Customer Obsession, Closing the Loop, and metrics such as Net Promoter Score and Customer Satisfaction, and bring these to life respectively for Align employees and customers
  • Collaborate with the global Customer Success team to determine which behaviors underlying the outcome and perception metrics (as per Align CX Measurement Framework) can be influenced to create better experiences for Align customers
  • Work with business teams to deep dive into the root cause of customers’ feedback, develop and test out improvement hypotheses, and drive root cause resolutions
  • Maintain project management documentation to allow for accurate tracking and reporting out on customer experience improvement projects
  • Combine and share findings in a structured way adapted to different types of audiences across the organization
  • Drive internal understanding of the importance and impact of customer experience across all functions, using internal and external events (CX Week, CX Panels, CARE Academy, etc.)
  • Apply knowledge of customer experience management processes and procedures.
  • Own CX product from conception through all product lifecycle phases, including prototyping, agile improvements, storytelling for internal non-CX audiences, and documentation
  • Build stable working relationship internally and externally
  • Scope CX projects based on customer feedback, stakeholder input and insights from the CX data science team
  • Identify opportunities for strategic collaboration across regions and functions. Uses influence to gather buy-in for customer experience improvements.
  • Develop improvement proposals and leads or collaborates with lead on local or global projects
  • Provide event marketing and project management leadership to peers
  • Apply event marketing expertise to internal and external CX events, including panels and CX Week
  • Share existing project management expertise with less experienced colleagues, and builds project management tools that can be used across the VOC team
  • Apply company policies and procedures to resolve routines issues

In this role, you’ll need …

Typically

  • Bachelor’s degree, or may have a master’s degree from a college or university
  • 6-10 years of directly related experience.
  • Bilingual English-Spanish
  • Experience in CX and/or customer success and/or customer training.
  • Event management experience is highly recommended.
  • Strong project management skills.
  • Product mgmt. experience
  • Microsoft Office skills

Sound like a good fit?

Great! Click the «Apply» link to let us know you are interested. Not the right fit? Don’t worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.

About Align

Align Technology is a publicly traded medical device company that is transforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the world’s largest manufacturer of custom 3D-printed materials.

By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries. Great people, innovative technologies, and meaningful work – these are just some of the things employees say make Align Technology a great place to work.

We respect your privacy. Please review our for additional information.

Global Diversity Statement:

At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a culture of open-mindedness and compassion for all our employees. We live our company values by promoting healthy people and healthy communities. All with the intent of changing millions of lives, one unique smile at a time.

Equal Opportunity Statement

It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for positions with Align must be legally authorized to work in the country which they are applying for and verification of employment eligibility will be required as a condition of hire.

Ubicación: Belén, Heredia

Fecha del trabajo: Fri, 15 Mar 2024 04:18:01 GMT