Customer Experience Specialist

Department: Customer Support

Location: EMEA-Morocco

Description

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 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 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.

Key Responsibilities

* 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

Skills, Knowledge & Expertise

* Bachelor’s degree, or may have a master’s degree with 3 years of experience from a college or university.
* 4-6 years of directly related experience.
* Bilingual English-French
* 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

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Equal Opportunity Statement

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.