Director Of Customer Experience Design And Voc
Boston, Massachusetts, Us
Leading PTC through a CX transformation by driving customer-centricity through a common language and framework that forces real customer's needs to be the driver of what we do, how we measure and how we design their experiences.My team is bringing results that:• Simplifies and organizes very complex B2B enterprise experiences• Changes the mindset from big, ambiguous "customer" to real users and people• Helps executives understand the current state of their customer experience• Defining E2E customer and partner journeys for IoT, AR, CAD and PLM SaaS products• Incorporating customer journeys into the official New Product Introduction process• Structures improvement initiatives• Provide a foundation to do excellent CX/UX/Content Design• Ensures alignment across organizations• Ensures Inclusive Design practicesMy Customer Experience Design team is driving CX transformation in 2 ways: Leading Corporate CX Initiatives-• Digital Customer Experience - Strategizing, designing and implementing a digital experience that supports the customers in getting what they need, when they need it. Ultimately guiding customers to onboard faster and achieve intended value sooner.• Customer Experience Transformation - Corporate wide initiative to put the customer first and deliver what they need, leading PTC to increase ARR and reduce churn, drive cross-organizational alignment, and change the mindset of employees.CX Tools Used• Journey mapping services• Experience design services• Service blueprinting services• Content strategy services• UX servicesVOICE OF THE CUSTOMER• Established NPS program that quarterly reported to key stakeholders and was shared broadly to whole organization• Established transactional feedback program (customer effort score) for key customer touchpoints• Designed & operationalized a close-the-loop program to ensure customers felt heard
