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Sr. Director, Customer Experience Innovation in Tempe, AZ at Circle K

Date Posted: 3/2/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Tempe, AZ
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/2/2019

Job Description



Circle K is a great place to work! Here is why:
We know that you can work anywhere. However, working at Circle K is the start of something great! While you make it easy for our customers, we focus on you and your development! Our people make us who we are. We want to see you grow, so we put growing together at the forefront of everything we do. It is our duty to provide you with the tools and resources that you need to succeed. Joining Circle K means joining a team that is devoted to you!


The Sr. Director, Customer Experience Innovation role, will report to the VP, Innovations as part of the Global Tech team within Circle K. This role will be a key contributor to the company’s strategy work for innovation.

Responsibilities:

  • Global responsibility for customer experience to remove customer pain points and drive innovation to increase customer traffic
  • Identify and address friction in customer experience related to check out process and overall experience within the store and forecourt
  • Identify and address digital solutions to driving customer frequency and share of wallet across the entire customer journey
  • Pilot and implement solutions to address identified opportunities

Follow-up performance using agreed customer experience, operational, technical and economic performance KPIs and iterate through a step gate process and develop solutions based on field trials

  • Commercialize, define go to market strategy and roll out plans for across ACT

Ability to accomplish above responsibilities through effectively delivering on;

Innovation Process:

  • Participate in a process to find, evaluate and share ideas in customer experience domain for frictionless retail experiences and remove of customer pain points
  • Maintain a pipeline of ideas in customer experience domain through an ecosystem of internal and external sources
  • Define performance management process and success metrics for each gate including financial, operational and customer measures.

Evaluate & Prioritize:

  • Define evaluation criteria for field trials
  • Funnel and prioritization process
  • Create business case and prioritize projects

Idea Implementation & Follow-up:

  • Secure funding and resources
  • Secure stakeholder buy in
  • Establish financial, operation, and customer KPIs and targets
  • Conduct field trial and follow-up and iterate using pre-defined financial, operational and customer measures
  • Ensure customer, tech and ops measures, findings and feedback are continuously considered and reflected in business case revisions as insights are collected

Converting Ideas into Projects and Initiatives:

  • Identify teams and resources required to scale proven ideas
  • Establish “product” requirements for tech enablement at scale and evaluate options for solutions at scale in partnership with Global Tech Architecture team
  • Refine business cases with at-scale solution TCO

Commercialization and Mass implementation:

  • Vendor selection in partnership with Global Tech, Marketing, Ops and other functions as needed
  • Identify and commercialize CVP implications
  • Define go to market strategy
  • Mobilize for mass roll out
  • Identify permanent “Product” and “Process Owners”

Qualifications:

The Sr Director, Customer Experience Innovation must have considerable experience within IT E2E, retail technology and customer experience. In addition, we expect

  • Masters degree or equivalent in technology or business administration
  • 5+ years as driver of E2E processes across retail technology or combination of education and work experience may be considered
  • In depth competence of retail technology, business analytics and tools
  • In depth experience related to Store Operations
  • Fluency in English, both written and oral

Competencies and Skills:

  • In-depth understanding of strategic business goals and objectives
  • In-depth understanding of store operations
  • Proven experience in process definition and implementation, as well as in change management
  • Proven large scale project management experience
  • Proven ability to communicate with people at all levels
  • Ability to build formal and informal networks with internal and external stakeholders
  • Excellent written and verbal communication skills, as well as the ability to effectively communicate to technical and nontechnical audiences
  • Strong interpersonal and collaborative skills, as well as strong skills as a negotiator to reach consensus, buy-in and commitment
  • Deep understanding of technology enablement and current technology tools

Personality Profile:

  • Track record of executing for results
  • Track record of influencing and driving large scale change/transformation
  • Strong communication skills
  • Strong commercial, negotiation and supplier management
  • Strong financial acumen
  • Ability to work independently
  • Accurate and quick
  • Strong analytical skills
  • Well-organized
  • Outstanding team player
  • Understands the values of Alimentation Couche-Tard, culture and environment
  • Personal integrity: Promotes and lives the company standard of ethics, openness and values



Circle K is an Equal Opportunity Employer.
The Company complies with the Americans with Disabilities Act (the ADA) and all state and local disability laws.  Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the ADA and certain state or local laws as long as it does not impose an undue hardship on the Company. Please inform the Company’s Human Resources Representative if you need assistance completing any forms or to otherwise participate in the application process.


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