Customer Experience Director at Crown Castle in King of Prussia, Pennsylvania

Job Description:

Position Title:  Customer Experience Director (P6)

 

Company Summary:

Crown Castle is the nation’s largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demand—connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we’re the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is a Fortune 500 company, publicly traded on the S&P 500, and one of the largest Real Estate Investment Trusts in the US, with an enterprise value of ~$100B.

 

Role:

As the Customer Experience Director for Crown Castle, you’ll act as a key owner in understanding, educating on, managing, and championing the attractors and detractors that drive customer buying.

You’ll work enterprise-wide to develop programs and initiatives that use data and insights to evangelize the voice of customers in all decisions and allow us to compete on how our customers measure success, simplify execution and routes to market that help us win more, and uncover new areas of customer value through differentiated strategies and solutions.

As a leader on the Customer Experience and Marketing team, you’ll play a unique role in bringing the external market and customer perspective to the organization in partnership with Marketing. In this role, you’ll collaborate with partners across all levels of the organization—Commercial including Sales and Client Services, Project Delivery, Operations, Product and Corporate Development, Supply Chain, Innovation, Teammate Experience, Data & Digital—to drive consensus around consistency and the growth levers for our customers. As an individual contributor role, it will be critical for you to be able to influence decisions through stakeholders, versus a direct team, and develop key partnerships with senior level decision makers. 

To be successful, this individual will understand and convey with proficiency the simple narratives and resulting business acumen that ties customer experience to measurable financial outcomes for our business. You’ll understand the value of customer mindset and behavior and how to balance vision and strategy with tools, data, and systems enablement. A key outcome will be to design experiences first, processes and systems follow.

 

Responsibilities

• Part of the core team responsible for evangelizing a customer-first culture in partnership with Marketing, having end-to-end accountability for customer ownership and experience


• Execute on a short-term roadmap to build a foundation for customer experience that drives incremental breakthroughs and tangible wins, while seeking inputs to build vision, priorities, and long-term investment


• Co-develop and execute on a customer listening strategy that builds beyond best practices, aligning to how and why our customers buy by segment and the insights and data needed to take timely, relevant actions


• Build customer experience performance measurement strategy to drive growth in customer lifetime value (market share, churn reduction, retention) connecting external market trends and customer insights and data with how we best capture opportunity Be a key steward with Data & Digital to incorporate disparate data across the enterprise into one 360-degree view of the customer (buying profile, intent signals, operational performance, etc.) that allows for customer intelligence to be shared and acted on in support of predictive analysis  


• Acts as an intelligence agent, bridging feedback and insights with business data to drive meaningful change in how we deliver for customers across all parts of the lifecycle (Commercial, Operations, Product)


• Identify and enable teammates to understand our ideal peer set and adjacent companies by which we model our customer experience in a way that drives meaningful relevance to capturing more


• Own in partnership across the business the end-to-end customer lifecycle, mapping journey to key buying moments and championing initiatives to optimize capabilities, process, systems, and behaviors that drive consistency and desired outcomes


• As customers’ expectations evolve and market dynamics change, this leader will work in partnership with Commercial leaders to engage with customers on growth initiatives for maximizing lifetime value


• Understands the valuable intersections between Sales, Operations and Product to work backwards from the end user and lead/influence the ideal experience for customers, including developing key customer insights to inform and support product development


• Design a case management process to solve transactional and systemic issues that create barriers to our ideal experience

 

Expectations 

• Collaborative work done in a way that balances educated decision making with measured speed of implementation. 


• Customer-first, revenue-centric, value creation attitude with a focus on problem solving


• Strong listening capabilities with ability to empathize with audiences and iterate on feedback


• Works with speed, flexibility and agility balancing immediate fixes with long-term needs that will deliver true competitive advantage


• Ability to conduct sophisticated and creative analysis, translating those results to easily digestible messages, communications, presentations, and actionable behaviors


• Leads with the strategy first and applies tools and approach based on business needs


• Strong written and verbal communication skills with an ability to present complex information in a clear, business view and simple format to an executive audience


• Ability to flex between tactical execution and strategic implementation


• Inspires and mentors to advance teammates through career paths


• A constant example of modeling Crown’s B3 values.   

 

Education/Certifications  

• Bachelor’s degree required; MBA or Master’s degree preferred

 

Experience/Minimum Requirements  

• 10+ years of overall experience in a business environment


• 7+ years excelling in business and customer strategy, research, or consulting


• 10+ years of relevant involvement in operationalizing customer experience, with strong track record of leading and transforming delivery at scale to drive customer growth, value creation, and productivity of teammates


• More than two customer-management roles previously that had frequent personal interactions with customers, such as voice of customer, experience design, customer intelligence, customer care

• Proven track record in influencing throughout a matrix environment


• Understands and has had exposure to the end-to-end product lifecycle and the successful steps to bring customer-centric capabilities to market

 

Organizational Relationship  

Reports to: VP Customer Experience and Marketing

  

Title(s) of direct reports (if applicable): N/A

  

Working Conditions: This role falls into our hybrid work model working in your assigned office approximately 60% of the time (3 days per week) and where you do your best work 40% (2 days per week).  There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.

 

Additional Information: Crown Castle has a COVID-19 Vaccine Policy in place requiring vaccination by your employment start date, unless approved for an accommodation or otherwise prohibited by law.

 

#LI-ST1

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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