Job Description

Description

Key Responsibilities

Regional CX Strategy:

In partnership with regional leadership team, development of an EMEA Customer Experience strategy and plan. This includes

o Setting annual regional CX targets and KPIs (eg. NPS, EOB)
o Defining critical initiatives, tasks, and required OPEX to deliver against agreed CX goals
o Continual performance monitoring and course correction
o Inspire change across the organization

Voice of Customer

: Ensure customer feedback and priorities are accessible, understood and represented in decision making across the business
o In partnership with CX Analytics, define and implement customer feedback mechanisms
o Analyze, evaluate and prioritize customer feedback to identify key customer trends and friction areas
o Develop and manage mechanisms to share and socialize feedback internally, ensuring customers are represented in decision making and drive action and improvement

Customer improvement

: Improve the end-to-end customer experience and demonstrate Align's commitment to resolving friction areas
o Define regional customer improvement priorities, ensuring that every region has an agreed top 3 list the customer areas to fix
o Support and run CX improvement projects to address known friction areas
o Partner with regional Marketing and Commercial Excellence teams to commercialize CX and Service improvements
o Implement effective mechanism to close the loop on ALL customer feedback and establish an effective resolution escalation process

Customer culture:

Build an internal culture that puts the customer at the center of our thinking and decision making
o In partnership with HR, develop initiatives to drive employee awareness of our customer values and develop relevant skills and capabilities
o Develop and implement customer recognition programs
o Lead regional internal events, including Align's annual CX Week

Skills, Knowledge & Expertise

Experience level:

10+ years of related experience in Customer Experience, Sales Operations or Marketing

Experience type:

Experience in change management, x-functional program management, , customer journey mapping and design, voice of customer and data analytics, team training & development, strategy development

Skills

: Project management, data analysis and insight translation, stakeholder management, communication and influence, strategic thinking

Culture / values:

Team orientated, empathetic, structured, proactive, results / impact orientated

Education:

Minimum a Bachelor Degree

About Align Technology

Your growth and well-being:

At Align, every smile matters. We're committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:Health and well-being programs to keep you thriving in both body and mind. Employee-exclusive discounts on Invisalign products. Learning opportunities through online learning resources and support for your individual development plans. Inclusive, global workplace that fosters collaboration, recognition and belonging.
Country and/or role specific details will be shared with you by your recruiter during the interview process.

Discover Align:

We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.

Align's core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another-- ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.

We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.

At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.


As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.


Eager to learn how we embrace our global differences and nurture employee well-being?

Explore Align's culture here!

Want to discover more about

exocad

and

Cubicure

? Click on their names for additional information.

Applicant Privacy Policy:

Review our

Applicant Privacy Policy

for additional information.

Equal Opportunity Statement:

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.