Director Customer Experience - Kansas City

Canadian Pacific (CP) and Kansas City Southern (KCS) are now CPKC. As the only truly North American railway, we are making big moves! Drawing on our strong foundations and heritage, CPKC moves essential goods across our 20,000-mile network to support economic growth throughout Canada, the U.S. and Mexico. Be a part of history as we connect a continent and create exciting career opportunities across our new transnational network. Visit cpkcr.com to learn about the CPKC advantage, our purpose and culture.

PURPOSE OF THE POSITION

The Director will lead customer experience programs and modernize CPKC’s Customer Experience technology to enhance customer satisfaction, streamline operations and deliver customer experiences that matter. The position will function as a transformational leader with high energy, lead cross functional teams, and engage senior stakeholders towards a common long term vision and objective. The ideal candidate has a proven track record to define and deliver complex, multi-year customer experience roadmaps, with customer-facing/ digital capabilities.

POSITION ACCOUNTABILITIES

• Proactively engage with leadership teams to translate business goals into customer experience strategies
• Oversee the designing and building of end-to-end digital supply chain solutions to improve customer experience and enable strategic and sustainable growth
• Lead and manage the eBusiness and On-boarding teams within the Customer Solutions department
• Establish and manage customer experience programs to strengthen data capture capabilities for speed to insights in delivering impactful experiences
• Accountable for the leadership & coordination of CPKC's annual CAC (customer advisory council) event
• Optimize data governance to continually improve customer experience
• Responsible to ensure customer experience metrics are produced and reported accurately and on-time
• Collaborate with various departments, including Operations, Sales & Marketing, Finance to ensure seamless coordination and alignment of customer experience initiatives
• Accountable to identify short and long term CE reporting, metrics and technology business requirements
• Work across departments on required strategic processes and alignment to successfully meet internal and external customer expectations
• Build and lead a team of highly engaged business, technical and functional experts
• Be a change champion in leading teams to success to crystalize customer loyalty
• Foresee market changes, dynamism in customer expectations and strategize to lead and influence teams to deliver
• Manage budgets to maximize return on investment 

POSITION REQUIREMENTS:  

• Bachelor’s degree in Business Administration, Computer Science, Engineering preferred
• Minimum 10 years of leadership experience in Customer Experience roles preferred
• Rail experience as an asset, as well as knowledge of CPKC processes & systems
• Proven experience in delivering complex multi-dimensional customer-facing programs
• Proven experience in leading and developing high-performing teams
• Experience with CX software and data analytics and ability to coordinate detailed data analysis
• Experience in leading large scale Salesforce transformation programs an asset
• Ability to communicate to executives with a proven record of following through on projects

WHAT CPKC HAS TO OFFER:

• Flexible and competitive benefits package
• Employer Funded Retirement Plan
• Employee Share Purchase Plan
• Performance Incentive Program
• Annual Fitness Subsidy
• Part-time Studies Program

ADDITIONAL INFORMATION:

As an employer with North American presence, the possibility does exist that the location of your position may be changed based on organizational requirements.

Drug Test Elements:

CPKC is committed to the safety and health of its employees and the general public.  All new hires are required to undergo a drug screen.  We appreciate your cooperation in keeping CPKC safe and drug free. 

Background Investigation:

The successful candidate will need to successfully complete the following clearances:         

• Criminal history check
• Reference check
• Last 3 years of driving history
• Last 7 years of employment history; includes military service
• Social Security number verification

Management Conductor Program:

Becoming a qualified conductor or locomotive engineer is the single best way for a management employee to learn the business at CPKC. You may be required to obtain a certification or to maintain your current certification/qualification as a conductor or locomotive engineer.

CPKC is an equal opportunity/affirmative action employer, inclusive of protected veterans and individuals with disabilities. 

• Req ID: 101713
• Department: Information Services
• Job Type: Full-Time
• Position Type: Non-Union
• Location: Kansas City, Missouri
• Country: United States
• % of Travel: 0-10%
• # of Positions: 1
• Job Grade: 2
• Job Available to: Internal & External

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