Senior Global Customer Experience Specialist

hace 7 meses

Heredia, Costa Rica AlignTech A tiempo completo

**Join a team that is changing millions of lives.**

Transforming smiles, changing lives.

At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what’s possible.

Ready to join us?

**About this opportunity**

Align is the industry leader and innovator in medical devices which focuses on revolutionizing the dental and orthodontic industry. Align, the makers of Invisalign ® is looking for a **Sr.** **Global Customer Experience Specialist**. This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry. The **Sr. Global Customer Experience Specialist**, will help us test prototypes and implement improvements to take the Align customer experience to the next level. You will support regional and global customer experience improvement efforts and generate summaries of prototype testing efforts and best practice documentation that allows for efficiencies and scaling across regions. As part of the Global CX Team, you will collaborate directly with customers, building strong relationships that inform and influence customer experience improvement efforts.

This role will be part of Align Technology goal to deliver the next generation of clear aligners (Invisalign®) to our customers. We would love for you to join a fun and cutting-edge technology company that has helped create millions of smiles.

**In this role, you will**
- Collaborate with the global Customer Success team to determine which behaviors underlying the outcome and perception metrics (as per Align CX Measurement Framework) can be influenced to create better experiences for Align customers
- Work with business teams to deep dive into the root cause of customers’ feedback, develop and test out improvement hypotheses, and drive root cause resolutions
- Maintain project management documentation to allow for accurate tracking and reporting out on customer experience improvement projects
- Combine and share findings in a structured way adapted to different types of audiences across the organization
- Drive internal understanding of the importance and impact of customer experience across all functions, using internal and external events (CX Week, CX Panels, CARE Academy, etc.)
- Own CX product from conception through all product lifecycle phases, including prototyping, agile improvements, storytelling for internal non-CX audiences, and documentation
- Build stable working relationship internally and externally
- Scope CX projects based on customer feedback, stakeholder input and insights from the CX data science team
- Identify opportunities for strategic collaboration across regions and functions. Uses influence to gather buy-in for customer experience improvements.
- Develop improvement proposals and leads or collaborates with lead on local or global projects
- Provide event marketing and project management leadership to peers
- Share existing project management expertise with less experienced colleagues, and builds project management tools that can be used across the VOC team

**In this role, you’ll need **

Typically
- Bachelor’s degree, or may have a master’s degree from a college or university
- 6-10 years of directly related experience.
- Bilingual English-Spanish
- Experience in CX and/or customer success and/or customer training.
- Event management experience is highly recommended.
- Strong project management skills.
- Product mgmt. experience
- Microsoft Office skills

**Sound like a good fit?**

Great Click the "Apply" link to let us know you are interested. Not the right fit? Don’t worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.

**About Align**

Align Technology is a publicly traded medical device company that is transforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the world’s largest manufacturer of custom 3D-printed materials.

By joining Align, you will be part of a global, fast-growing company in one of the most dynamic indu

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