Client Experience Business Partner


Job Description
  • Mission
    • The Client Experience Business Partner (CXBP) is responsible for improving specific client experience outcomes. The CXBP will work extensively with cross-functional teams across 3DB including, but not exclusively, Sales, Marketing and Appointment Services, Installation Services, Customer Support, and Manufacturing Operations, to develop and align customer journey maps, value stream maps, and process maps, through facilitating workshops and interviews to collect information, analyze data, identifying improvement areas, and lead change improvement projects.
  • Scope
    • The scope of this role is the end to end client experience of 3 Day Blinds, including our partners who are critical to the end to end client experience such as installers.
  • Responsibilities
    • The ideal candidate will operate at the nexus of several functional areas across 3DB including, but not exclusively, Sales, Marketing & Appointment Services, Installation Services, Customer Care, Accounting, and Manufacturing Operations.
    • The ideal candidate is skilled at building relationships, identifying opportunities, and spearheading initiatives. Overtime, this candidate aims to become the trusted partner and leader in continuous improvement skillsets such as Kaizen, Lean and Six Sigma.
    • Project management to improve touch points within the Customer Journey.
    • Perform data analysis on prioritized touch points, utilizing Voice of Customer data, financial data, and operational data.
    • Define customer critical to quality characteristics (CTQ’s) and standards at each touch point.
    • Develop KPI measurements and visual management for supporting processes.
    • Propose bridge plans on pain points affecting customers (clients and partners).
    • Prepare clear project charter documents for cross-functional Kaizen change improvement workshops to drive specific improvements.
    • Perform needed Kaizen pre-work and planning prior to Kaizen change improvement workshops.
    • Facilitate Kaizen workshops, compile results and action items and drive communication to all stakeholders.
    • Perform post-Kaizen workshop follow up of actions and report progress to stakeholders.
    • Measure success of projects to understand the effectiveness of these efforts (customer impact, employee impact, financial impact).
    • Develop clear, robust and regular communications to update leadership on learnings and essential updates.
  • Personal profile
    • Confident, personable and comfortably able to build trusted relationships internally and externally.
    • Curious, perceptive and adept at eliciting relevant insights through active listening and influential leadership.
    • Resourceful self-starter who has an innate desire to investigate, seek answers in order to address broad themes and strategic questions.
    • Detail-oriented, organized and lucid writer with a driven, resilient personality who can put together thorough documents, processes and notes.
    • Excellent communicator, able to interpret and extract relevant insights from lots of noise.
    • Strong interpersonal skills, excited to listen and empathize while also able to influence and persuade.
  • Qualifications
    • Minimum 3 to 5 years of experience in Customer Experience, Quality management, process improvement or Lean implementation.
    • Lean Six Sigma certifications from reputable organizations highly desirable (e.g., ASQ).
    • Customer Experience certifications preferred (e.g., CCXP).
    • Detailed experience of Customer Experience and/or Continuous Improvement methods including Lean, Six Sigma, or Design Thinking.
    • Demonstrable problem solving and trouble shooting skills.
    • Ability to develop material and train others in customer experience, quality tools and methods is desirable.
    • Highly organized, with close attention to detail and project management skills.
    • Strong process design skills, in particular, the ability to define and execute a new process from scratch.
    • Adaptable and open-minded; able to pivot with frequent changes inherent in a high growth company and capable of accepting and acting on feedback.
    • Comfortable with big picture strategic thinking, with the ability to see how various initiatives fit into a larger strategy (connecting the dots).Client Experience Business Partner
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