Project Lead - Customer Experience - West

Project Lead - Customer Experience - West - 2400008J Location: Phoenix, AZ or Dallas, TX Build Your Career.
Build America’s Future.
Vulcan Materials Company is the nation’s largest producer of construction aggregates and a major producer of aggregates-based construction materials including asphalt and ready-mixed concrete.
When you join Vulcan, it’s more than starting an exciting career – you get to make a difference for millions of people every day across the country.
When you join Vulcan, you join a dynamic culture in which career development is encouraged, excellence is rewarded, and diversity is valued.
No matter the role or the location across the country, every member of the Vulcan team lives through the Vulcan Way: doing the right thing, the right way, at the right time.
We are hiring a Project Lead - Customer Experience! This position is responsible for managing project track(s) within the customer experience project focused on crafting positive and memorable customer experience journeys.
What You’ll Do: Strategy Development: Partner commercial Excellence team and leadership to develop and execute a comprehensive customer experience strategy aligned with the company’s overall goals.
Customer Journey Mapping, Project Planning and Execution: Identify key touchpoints in the customer journey, analyze and map customer journeys to identify current pain points and opportunities for improvement, development and implement initiatives to enhance each interaction.
Collaborate with cross functional teams to develop project plans and implement initiatives and changes seamlessly that positively impact the overall customer experience.
Develop Metrics and Analytics: In partnership with the Commercial Excellence team, establish key performance indicators to measure and track success of the initiatives.
Utilize customer feedback, surveys, and analytics to gain insights into customer behavior and preferences.
Utilizes data and analytics to identify trends, areas for improvement and opportunities.
Implement data-driven decision-making processes to continually optimize the customer experience.
Training and Development: Partner with the Organizational Development team to create training programs for customer-facing teams to ensure that they are equipped with the skills and knowledge to deliver exceptional service.
Foster a customer-centric mindset across the organization through continuous education and communication.
Drive Problem Resolution Solutions: Act as a point of escalation for complex customer issues, ensuring timely and effective resolution.
Implement proactive measures to prevent recurring issues and enhance overall customer satisfaction.
Skills You'll Need: Education: BS / BA degree in Business, Marketing, or similar or an equivalent combination of training and work experience is required.
Experience.
5+ years of sales and marketing, customer service, in the construction/miningm industry with a proven track record, particularly in customer experience leadership role(s).
Performance Analysis: Establish KPIs to measure and track the success of product innovation sales.
Analyze sales data to identify areas for improvement and optimize sales strategies.
Customer Feedback: Establish channels to collect and analyze customer feedback on innovative products.
Use customer insight to inform sales approaches and contribute to product enhancements.
Interpersonal Skills.
Strong oral and written communication skills, excellent interpersonal skills and ability to work closely with executives and hourly employees alike, and able to demonstrate a high level of professionalism and executive presence.
Time Management Skills.
Possess strong time management skills and the ability to effectively manage multiple projects simultaneously and work independently without direct supervision.
Collaborative: Ability to build strong organizational partnerships and work collaboratively with others to meet shared objectives.
Optimizes work processes: Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.
Strategic mindset: Sees ahead to future possibilities and translates them into breakthrough strategies.
What You’ll Like About Us: Great Company Culture.
Our people share a competitive drive for excellence in an environment of trust, teamwork, open-mindedness, and communication.
Safe.
The industry leader in health and safety standards.
We are committed to creating a safe work environment and protecting all employees and customers.
Meaningful Work.
What sets us apart is the work we do impacts our daily lives – and every employee contributes.
Our aggregates produced are used to build roads, schools, hospitals, airports, and housing throughout the United States.
Health Benefits.
Medical, Dental, and Vision programs, plus much more.
Rest and Relaxation.
Paid vacation, personal floating days, and paid holidays.
Prepare for the Future.
401(k) with company match and contribution.
Training and Development.
We see our development programs and helping our employees meet their goals as a key part of our business.
Vulcan Materials Company is committed to employing a diverse workforce.
You will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
You also have the right to be free from discrimination for medical needs arising from pregnancy, childbirth, or related medical conditions.
Job Customer Service Primary Location Alabama-Birmingham Organization GM - CORPORATE Schedule Full-time Job Posting Jan 26, 2024, 2:07:55 PM