Posted on: April 2, 2019 | Job#: 274441

Director - Customer Experience (CX)

Full-time | Two Folsom, San Francisco, CA, US 94105

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About Gap Inc.

Our past is full of iconic moments — but our future is going to spark many more. Our brands — Gap, Banana Republic, Old Navy, Athleta, INTERMIX and Hill City — have dressed people from all walks of life and all kinds of families, all over the world, for every occasion for more than 50 years.

But we’re more than the clothes that we make. We know that business can and should be a force for good, and it’s why we work hard to make product that makes people feel good, inside and out. It’s why we’re committed to giving back to the communities where we live and work. If you're one of the super-talented who thrive on change, aren't afraid to take risks and love to make a difference, come grow with us. 

About the role

Driving great customer experiences requires asking, listening, analyzing customer feedback to determine which investments will yield the biggest customer wins. The Director of the Customer Promoter team will champion and steadfastly maintain the use of customer feedback as an integrated practice in delivering growth across our portfolio of brands. We are on a mission to build Brand Promoters for our iconic portfolio of brands – come be a leader within that team and change the industry!

What you'll do

  • Champion and continuous improve the Promoter System to transform the integration of customer needs into decision making
  • Build the Promoter System roadmap and execute – driving business and customer outcomes
  • Including evolving the tools and processes (best practice adoption, governance, metrics and reporting, etc.) AND engaging the hearts of our organization (comms, training, metrics and success stories etc.)
  • Build and motivate your Customer Promoter team to enhance and integrate the Promoter System into Gap Inc. way of working
  • Unlock and prioritize the key CX opportunities from Promoter System to drive game changing strategies for Gap Inc.
  • Drive adoption of customer experience feedback systems in key business processes
  • Lead the analytics to uncover top CX priorities
  • Champion the utilization of Medallia to drive consistent and delightful experiences at every key touch-point throughout the end-to-end customer journey
  • Continuously improve CX metrics and reporting to enable the organization’s prioritization of resources
  • Partner with brand leadership and cross-functional teams to influence CX roadmap base on customer needs
  • Lead and participate in cross-brand/functional teams to create game changing customer solutions; Drive design thinking experimentation and agile learning approaches
  • Beyond the Promoter System, link our customer feedback to enable a comprehensive view of feedback from various touchpoints (Online reviews, call center, social, etc.) – delivering new insights to our business

Who you are

  • Relentless desire to drive customer-centricity throughout an organization – exuding empathy and enabling solutions for our customers
  • Ability to rally others, create champions and bring them on the journey!
  • Effective at building customer experience tools (including surveys), analyzing and leveraging customer feedback and insights to support strategic direction
  • Experience (5+ years) building high-performance teams
  • Proven leadership, problem-solving and decision-making skills
  • Collaborative, accountable cross-functional leader
  • Proven track record for driving near-term wins while building towards a larger strategic vision
  • Ability to shift from developing high level strategies to effective execution
  • Passion for continuous improvement – seeking way to find better solutions
  • Strong written and oral communication and presentation skills, ability to influence at every level
  • 10 + years of experience in CX measurement, Consumer Insights, Enterprise Program Management, Data Analytics; Certifications in CX measurement highly desirable
  • 5+ years leading a team
  • Bachelor’s degree; Master’s/MBA degree highly desired, but not required

Benefits at Gap Inc.

  • Merchandise discount for our brands: 50% off regular-priced merchandise at Gap, Banana Republic and Old Navy, 30% off at Outlet and 25% off at Athleta for all employees.
  • One of the most competitive Paid Time Off plans in the industry.*
  • Employees can take up to five “on the clock” hours each month to volunteer at a charity of their choice.*
  • Extensive 401(k) plan with company matching for contributions up to four percent of an employee’s base pay.*
  • Employee stock purchase plan.*
  • Medical, dental, vision and life insurance.*
  • See more of the benefits we offer.

*For eligible employees

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. In 2016, Gap Inc. was named one of the Best Places to Work by the Human Rights Campaign for the thirteeth consecutive year and was the sole winner of the Catalyst award for equality in the workplace in 2016.

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