Customer Experience Practitioner

in Los Angeles, CA

Customer Experience Practitioner Job

Job Description Job Attributes+

  • Job ID


  • Req #


  • Job Location

    Los Angeles, CA 90013, US

  • Job Category

    Customer Service

  • Work with stakeholders to gather requirements for training, communication and change management needs. Works as individual coach/catalyst with stakeholders as assigned to lead mindset changes through CX education, training and coaching. Guide stakeholders to properly assess their training needs.
  • Leads efforts to affect internal customer mindset change that enables delivery of better experiences to external customers.
  • Teaches methodology across functional groups to unify efforts and enable understanding of how each role has an important part to play in driving total results.
  • Facilitates interactive group sessions to build understanding, support and engagement.
  • Group Facilitation - ability to facilitate and guide groups, guide and engage in co-creation of solutions, promoting understanding of how their roles are critical in delivering on the brand promise.
  • Design Thinker - human centered design or design thinking methodologies to help guide continuity in a cohesive way.
  • Design Capabilities - ability to create or co-create visual models to help bring the objective from concept (or ideation) to reality, for stronger engagement and understanding.
  • Shadow, coach and mentor individuals in delivering consistent, exceptional experiences, every customer, every time.
  • Proven track record leading and driving successful change management strategies and initiatives.
  • Lead the development of the overall training and change management strategy and plans for training initiatives, in alignment with overall project plan.
  • Determine the appropriate training methods, materials and delivery.
  • Determine and plan communications strategy for specific training initiative.
  • Swiftly grasp complex business processes and workflows and integrate that understanding into instructional material.
  • Proactively provide feedback on tools and process improvement opportunities to internal teams.
  • Create innovative, engaging and effective instructional materials with a focus on helping people adopt behavior standards and embrace new processes to complete their daily tasks/responsibilities.
  • Highly respected team player/learner and a collaborative worker.  Possesses a strong desire and ability to rapidly learn and apply the principles of lean and change management.
  • Demonstrated skills in consulting, group process facilitation, change management & training.
  • Expert-level oral and written communication skills with a proficiency in writing, editing, proofreading, and formatting of user-friendly, customer-ready materials.
  • Expert-level presentation skills with experience in providing instructor-led trainings.
  • Self-motivated and disciplined, with capacity to work on multiple priorities in a fast-paced, dynamic environment and within time constraints.
  • Skilled in teaching improvement concepts and principles to diverse audiences from senior management to frontline staff.
  • Exposure to cross-cultural audiences, and global and cultural awareness.
  • Strong attention to detail and outstanding follow-through.
  • Familiar with a variety of Instructional Design concepts, best practices, and procedures.
  • Ability to develop a subject-matter expertise through materials provided, individual research, and collaboration with stakeholders.
  • Highly proficient in all applications of Microsoft Office, with an emphasis on Excel, Powerpoint, Visio, Word and Outlook.
  • Highly competitive base pay
  • Comprehensive medical, dental and disability benefits programs
  • Group retirement savings program
  • Health and wellness programs
  • A culture that values opportunity for growth, development, and internal promotion

CRH Americas is an Affirmative Action and Equal Opportunity Employer.

 EOE/Vet/Disability--If you want to know more, please click on this link

C.R. Laurence Co., Inc. (CRL) is an E-Verify Employer.

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