Job Summary:

This position ensures the shift in ways of working, builds and facilitates new skills and proficiencies around customer experience (CX), crafts the tools and resources that help the organization embrace CX, and drives education and engagement throughout the organization. This critical role is key to ensuring the desired shift and follows a change management model that builds experience centric behaviors and mind set but also defines and designs new capabilities and other key cross enterprise models.

 Principal Duties and Responsibilities

• Responsible for leading all CX-related communication to the organization (communicate changes and updates related to CX to the organization)
• Serve as the CX education manager for the Hill’s organization
• Ensure overall CX adoption of CX principles
• Act as key driver and change agent for CX
• Ensure organizational and individual team onboarding
• Lead culture shift activities and implementation
• Serve as key CX departmental liaison for CX governance councils and advocate networks
• Implementation of CX learning series (training videos, tutorials, best practices, case studies, etc).
• Creation of trade-facing steering committees for trade (vet profession) and retail partners (Amazon, Chewy, Petco, etc.)
• Act as key “publicist” for internal successes and CX progression

 Education/ Experience

Minimum education and experience requirements:

• Bachelor’s Degree required in Communication, Marketing or related field
• At least 4-5 years of Marketing/Communications experience

Preferred education and experience requirements

• CX experience (in a corporate environment is a plus)
• Shown Change management expertise and corporate communication experience

 Encouraged Areas of Knowledge, Skills and Abilities

• CX + Curious Approach
• Has the vision and passion to encourage and mentor others
• Leads change with courage and clarity
• Comfortable with working within a cross-functional environment
• Solves for business needs in an ambiguous environment
• Builds strong teams without having direct reporting influence
• Demonstrates patience and perseverance
• Serves as a role model for customer advocacy

 Travel Requirements

Encouraged percentage of travel: Up to 5%