Senior Director Of Client Insights, Experience, and Help Center Design

Job Description

jOB DESCRIPTION : Sr Director of Client Insights, Experience, and Help Center Design

Location: North America

Division: Support and Operations, Global Education and Training

Line Manager: SVP, Global Education and Training

THE TEAM

Live Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show. At Ticketmaster Fans come first. We care passionately about our fan's interaction with our sales and service channels and as the world's leading ticketing company, we are committed to setting the standard for a great fan experience. We support and guide fans by delivering exceptional service because live only happens once.

The Global Client Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe to achieve the highest levels of employee, fan & client satisfaction. Education and Training, a vertical of this organization, is a competitive differentiator for our clients and a growth path for our employees. We seek to be innovative in design and delivery, creating content and experiences that are simple, aligned to a broader curriculum, and timely to the learners.
Our teams are accountable for quality product education, cultivating market expertise, and supporting product and feature launches. They utilize global standards across all products in the design, development, and delivery of all materials and offerings with the goal of a unified experience that empowers clients to utilize resources at scale to train staff efficiently, optimize product usage, and grow their product knowledge.

THE JOB

The Sr. Director of Client Insights, Experience, and Help Center Design will be responsible for ensuring that our clients have a consistent, best in class experience when interacting with our evolving Ticketmaster Client Help Center. The goal will be to create a unified, friction free experience for all clients across all markets. You will design the strategy for building specific client journeys across the global support experience. Our Help Center should be a competitive differentiator for our competitive business landscape. You will be the business lead for the launch, measurement and iteration of our client site and work closely with a key stakeholders to drive vision and utilization.

WHAT YOU WILL BE DOING
• Bring the voice of our client needs alive, utilising data and presenting this feedback in a way to help the business understand key concerns and issues, creating better visibility and insight into the client journey.
• Collaborate between our business, internal tech tech teams, and education and training teams to ensure that technical needs
• Focus in on areas where clients need support and build journeys transition support to the Client Help Center.
• Work with key stakeholders, companywide, to ensure the Client Help Center has a consistent, ''on brand'' tone of voice
• Analyse and report key finding to the Client Support and Education and Training Leadership teams.
• Develop metrics to track effectiveness of changes within the Client Journey.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Experience of delivering high quality client experiences
• Strong organisational skills and attention to detail
• Data driven mindset, showing ability to express business value through analysis
• Experience of building stringent business cases to support initiative
• A strong leader and communicator with stakeholder management and influencer skills
• Results orientated, experienced in implementing CX initiatives
• Client Focus with a passion for service and helping others.
• Strong communication and organizational skills, proficient with Excel and Word, strong analytical and communication skills (both written and oral). 
• Experience or knowledge of Salesforce, Salesforce Community Cloud, or similar platforms.

YOU (BEHAVIOURAL SKILLS)
• Pro-active attitude and self-disciplined
• Able to adapt to constantly changing challenges and deadlines
• Strategic, enthusiastic, and positive
• Excellent commercial acumen

Ticketmaster Core Values

Rock Solid Reliability – we earn the trust of clients, co-workers and fans; we set clear expectations; we deliver high quality work on time and on task; we take the time to do things right

Winning Teamwork – we collaborate with others; we share information openly; we listen and take time to empathize and understand where others are coming from; we show recognition and appreciation for the contributions of others

Act with Integrity – we are proud of the way we represent ourselves and the company to others; we act with good intentions; we have direct, honest conversations while creating a safe work environment for open dialogue; we represent information and data accurately and completely

CULTURE

We're fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We're not just selling tickets (though we do that better than anyone else), we're enriching lives one amazing experience at a time. And we think that's pretty amazing. If you're passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

We have a 'Fan First' mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the 'Fan' you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.

Jobcode: Reference SBJ-d8n839-3-15-201-103-42 in your application.