at AGCO Corporation in Pontiac, Illinois, United States
Job Description
Associate Director, Customer Experience Design
Date: Jul 6, 2023
Location:
Duluth, GA, USStellenbosch, ZATremont, IL, USWaterford, IEUppsala, SEOrleans, FRHämeenlinna, FINeuhausen am Rheinfall, CHCommana, FRDesford, ENG, GBVisalia, CA, USScottsdale, AZ, USTuuri, FIJackson, MN, USOslo, 03, NOSalo, FIHolle, DEChristchurch, CAN, NZWoodstock, ON, CACairo, EGVilanova i la Geltrú, ESStoneleigh, ENG, GBSioux City, USSuolahti, FIKjeller, Østlandet, NOPoznan, PLEllabell, GA, USExeter, GBVitoria-Gasteiz, ESHohenmoelsen, DEFredericia, Fredericia, DKTrecasali, PR, ITHamilton, NZVarkaus, FIThisted, DKCalgary, AB, CAKajaani, FIDublin 2, IELappeenranta, FIThisted, DKKokkola, FIEvansville, IN, USBreganze, ITElizabethtown, KY, USMarktoberdorf, DESanta Rosa, RS, BRVammala, FIBeauvais, FRDurban, ZAMinto, AUEspoo, FINorcross, GA, USHunnenbrunn, Carinthia, ATCourcouronnes, FRShanghai, SH, CNWaldstetten, DEAars, DKTaipei City, TWNewton, IL, USLoimaa, FIWinnipeg, MB, CARonchi di Villafranca Padovana, ITJundiai, São Paulo, BRHopkinsville, KY, USHervanta, FIStockerau, ATDupont, WA, USSingapore, SGOulu, FICampinas, Sao Paulo, BRIndependence, MO, USMarktoberdorf, DEMorton, IL, USKempele, FIPalmela, Area Metropolitana de Lisboa, PTKouvola, FIMoorooka, QLD, AUAuckland, NZKyiv, UACawker City, KS, USEnnery, 57, FRLinnavuori, FISaint-Hubert, Quebec, CABuenos Aires, ARShanghai, CNYanzhou, CNBengaluru, KA, INBremen, IN, USMarau, RS, BRClear Lake, IA, USBeauvais, FRLitomysl, CZJanikowo, Kuyavian-Pomeranian Voivodeship, PLCanoas, RS, BRNieuw-Vennep, Noord Holland, NLKEYlivieska, FIKrasnodar, RUHarbin, HL, CNCopenhagen, Copenhagen City, DKImola, ITMogi das Cruzes, São Paulo, BRWinnipeg, MB, CAKocaeli, Gebze, TRHuittinen, FISanta Perpetua de Mogoda, ESModena, ITConstantine, 25, DZJohannesburg, ZAAnapolis, GO, BRWichita, KS, USBukit Mertajam, MYSunshine West, VIC, AUMayfield, KY, USPasso Fundo, RS, BRHyderabad, TG, INCape Town, Western Cape, ZABudapest, Central Hungary (Közép-Magyarország), HUCorregidora, Querétaro, MXIisalmi, FIIkaalinen, FIWest Chicago, IL, USRegina, SK, CAKalladipatti, TN, INErnestina, RS, BRMoscow, Tsentralny federalny okrug, RUEffingham, IL, USMelbourne, VIC, AUFlora, USGrannagh, Munster, IESunshine West, VIC, AUKuala Lumpur, MYBuenos Aires, ARHerning, DKNieuwpoort, West Vloandern, BEBloomington, IL, USBeijing, BJ, CNLahti, FISao Paulo, Sao Paulo, BRTampere, FIChampaign, IL, USTurku, FIIbiruba, RS, BRMAJyväskylä, FIHinckley, ENG, GBTaylorville, IL, USSeinäjoki, FIZMStjørdal, NOIstanbul, Istanbul Province, TRGurgaon, INPori, FIAlavus, FIVincennes, IN, USOmaha, NE, USQuerétaro, Querétaro, MXRuna, Area Metropolitana de Lisboa, PTHerning, DKKuopio, FIChangzhou, CNDKPirkkala, FIChicago, USEdgewood, MD, USHyllykallio, FISunshine West, VIC, AUHenderson, KY, USLahore, PB, PKKewdale, AUGlostrup, DKOmagh, GBTesoma, FIBremen, AL, USMödling, Lower Austria, ATBiessenhofen-Altdorf, DEColumbia, KY, USFargo, ND, USChangzhou, CNAsbach-Baeumenheim, DEBatavia, IL, USNewcastle, ON, CADaqing, HL, CNUrumqi, Xinjian, CNBeloit, KS, USSavonlinna, FIChangzhou, CNMaricopa, AZ, USFeilding, MWT, NZLanzhou, Gansu Province, CNJoensuu, FIParis, IL, USBeijing, CNPozuelo de Alarcon, ESHvidovre, Region Hovedstaden, DKAssumption, IL, USExeter, GBVaasa, FISittensen, DEPaczkowo, Województwo Wielkopolskie, PLPontiac, IL, USCrestmead, AUVantaa, FIFeucht, DEWolfenbuettel, DEGauteng, GT, ZAKuusamo, FIPaterna, ESMikkeli, FIVirrat, FIRovaniemi, FIHesston, KS, USWahpeton, ND, USLinGang New City, SH, CNAssumption, IL, USRanders NØ, DKBreganze, ITForssa, FIBiatorbagy, Central Hungary (Közép-Magyarország), HUMarktoberdorf, DEGrubbenvorst, LI, NLThisted, DKS. Giustina in Colle, ITCorydon, IN, US
Associate Director, Customer Experience Design
Who we are looking for:
At AGCO, we believe that when our employees succeed, our business succeeds. It’s a people philosophy that we believe? and ?invest in. ?We make sure all of our employees – in every function, every geography and at every level – have the tools they need to be successful and take charge of their career. Because when our people grow, our business grows. Every day. Every way.
AGCO Corp has an exciting opportunity for a Associate Director, Customer Experience Design to join the Customer Experience Centers of Excellence team, in Duluth, GA (Hybrid) , which is responsible for ensuring delivery of exceptional experiences across the full customer life cycle from discovery through purchasing to using our products. Our experience team partners with marketing, sales, customer success, legal, engineering, product management, analytics, user research/insights and others to achieve success together. Only 30 minutes outside of Atlanta, Duluth is home to AGCO headquarters. The location allows easy access to the big city lifestyle that Atlanta provides.
The Director, Customer Experience Design will operate as a strategic leader and manage a team of CX specialists to drive aligned understanding of customer needs across functions. This role ensures the CX vision, strategy and journey approach continually achieves greater customer satisfaction and ultimately brand loyalty. This includes managing and driving the service design process to ensure rapid data-informed decision making, coordinated E2E execution, and visibility to key initiatives within the team all while incorporating the AGCO Culture and Farmer First efforts.
What you will do: ?
+ Create the vision & design and drive execution for e2e CX journeys and VOC analysis
+ Identify and prioritize CX opportunities along the various customer touchpoints to deliver continuous improvement.
+ Directly responsible for journeys, process flows, and related activities align with brand promises
+ Building user journeys, identifying pain points and opportunities to envision brand experiences
+ Create artifacts as reusable tools to create internal alignment with key relationships (e.g. current and future state journey maps, service blueprints, future state concepts, personas and mindsets)
+ Establishes goals and metrics for CX journey, including operationalizing NPS and identifying key experience indicators based on desired customer outcomes
+ Build, lead and develop a team of CX experts with the skillsets needed to deliver AGCO’s CX capability strategy, then assess progress, and iterate improvements.
What you will bring: ?
+ Bachelor’s degree
+ 12 + years of experience with CX, strategy, consulting, change management, supply chain, or related positions; 5+ years of experience leading a team, experience coaching, and mentoring
+ Demonstrated ability to influence outcomes, build relationships, engage with key stakeholders inside and outside the organization to drive value
+ Demonstrated thought leadership and the aptitude to think innovatively and creatively
+ Ability to manage multiple projects simultaneously and ruthlessly prioritize; Strong data analysis and problem-solving skills, with demonstrated analytical rigor and attention to detail
+ Ability to absorb and synthesize large amounts of information (from research or analytics)
+ Superior written and verbal communication/story telling skills with ability to influence senior leaders and peers to make compelling cases
What we offer:
Experience our global diversity and enterprising spirit while helping us create innovative technologies and a positive impact that helps feed the world’s nearly 8 billion people. From the day you decide to join AGCO, we want to engage and excite you and we’re clear on where we want to go as a business and we trust you to help us there. Whether you want to learn a new skill or you aspire to do something different, we can help you develop the skills you need to take your career – and our business – to the next level.
We also invite you to “Make the Most of YOU” – Benefits include: health care and wellness plans, flexible and virtual wor
