C.R. Laurence Co., Inc. (CRL) is the leading supplier to the glazing, architectural, railing, construction, industrial, and automotive industries. Offering more than 60,000 products, we serve the industry from locations throughout North America, Europe, and Australia.
The Customer Experience (CX) Practitioner acts as an internal CX coach/consultant in engaging the organization to improve customer experience. We are a fast-paced team looking for a self-motivated facilitator/trainer who can understand the big picture and execute with an eye for detail. We work directly with business function leaders and cross-functional teams to design systems and transform processes to enhance both the customer and employee experience. The Practitioner will embody excellence in communication, development, training and customer service that is initiated from the Office of Customer Experience.
As a Practitioner, this individual will lead training delivery projects from beginning to end. They will be responsible for determining stakeholder training needs, providing an effective campaign strategy, delivering the training sessions and materials and evaluating the success of the project.
They will need to be an expert at creating user-friendly, engaging, and effective instructional training and communication materials. This individual will inform, educate, and support stakeholders on new and updated procedures and behavior standards, leveraging a variety of tools and best practices. They will also be responsible for creating materials that include but are not limited to videos, presentations, instructor-led training courses, user guides, tip sheets and internal/external communications.
This role fills a key position in the implementation and deployment of the Customer Experience & Innovation strategy to enhance internal capabilities to improve all touchpoints in the customer journey and ensure the delivery of consistent, exceptional experiences for every customer, every time.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Work with stakeholders to gather requirements for training, communication and change management needs. Works as individual coach/catalyst with stakeholders as assigned to lead mindset changes through CX education, training and coaching. Guide stakeholders to properly assess their training needs.
Leads efforts to affect internal customer mindset change that enables delivery of better experiences to external customers.
Teaches methodology across functional groups to unify efforts and enable understanding of how each role has an important part to play in driving total results.
Facilitates interactive group sessions to build understanding, support and engagement.
Group Facilitation - ability to facilitate and guide groups, guide and engage in co-creation of solutions, promoting understanding of how their roles are critical in delivering on the brand promise.
Design Thinker - human centered design or design thinking methodologies to help guide continuity in a cohesive way.
Design Capabilities - ability to create or co-create visual models to help bring the objective from concept (or ideation) to reality, for stronger engagement and understanding.
Shadow, coach and mentor individuals in delivering consistent, exceptional experiences, every customer, every time.
Proven track record leading and driving successful change management strategies and initiatives.
Lead the development of the overall training and change management strategy and plans for training initiatives, in alignment with overall project plan.
Determine the appropriate training methods, materials and delivery.
Determine and plan communications strategy for specific training initiative.
Swiftly grasp complex business processes and workflows and integrate that understanding into instructional material.
Proactively provide feedback on tools and process improvement opportunities to internal teams.
Create innovative, engaging and effective instructional materials with a focus on helping people adopt behavior standards and embrace new processes to complete their daily tasks/responsibilities.
Requires Bachelor's degree in Business or related field and demonstrated experience in training and development, facilitation/coaching, project management and/or consulting with 3-6 years of related work experience.
Required: Certified Customer Experience Professional (CCXP); may be achieved within first year of employment.
Preferred: Master's degree in Business or related field from an accredited college or university.
Highly respected team player/learner and a collaborative worker. Possesses a strong desire and ability to rapidly learn and apply the principles of lean and change management.
Demonstrated skills in consulting, group process facilitation, change management & training.
Expert-level oral and written communication skills with a proficiency in writing, editing, proofreading, and formatting of user-friendly, customer-ready materials.
Expert-level presentation skills with experience in providing instructor-led trainings.
Self-motivated and disciplined, with capacity to work on multiple priorities in a fast-paced, dynamic environment and within time constraints.
Skilled in teaching improvement concepts and principles to diverse audiences from senior management to frontline staff.
Exposure to cross-cultural audiences, and global and cultural awareness.
Strong attention to detail and outstanding follow-through.
Familiar with a variety of Instructional Design concepts, best practices, and procedures.
Ability to develop a subject-matter expertise through materials provided, individual research, and collaboration with stakeholders.
Highly proficient in all applications of Microsoft Office, with an emphasis on Excel, Powerpoint, Visio, Word and Outlook.
What CRH Americas Offers You
Highly competitive base pay
Comprehensive medical, dental and disability benefits programs
Group retirement savings program
Health and wellness programs
A culture that values opportunity for growth, development, and internal promotion
About CRH Americas
CRH Americas has a long and proud heritage as one of North America's largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.
C.R. Laurence Co., a CRH company, is a great place to grow! If you're up for a rewarding challenge, we invite you to take the first step and apply today! Please complete your online application and profile which will be sent directly to the appropriate Hiring Manager. Thank you for your interest in the CRH family!
CRH Americas is an Affirmative Action and Equal Opportunity Employer.
EOE/Vet/Disability--If you want to know more, please click on this link .
C.R. Laurence Co., Inc. (CRL) is an E-Verify Employer.
Date Posted: Apr 5, 2021
Nearest Major Market: Los Angeles
Job Segment: Consulting, Learning, Change Management, Project Manager, Business Process, Technology, Human Resources, Management