VP, Customer Care - Experience & Advocacy - H&R Block

At H&R Block, we are in search of people with bold ideas who want to make a difference and help transform the company. When you come and work with us, you are joining a group that is grounded in the spirit of entrepreneurship – nimble, quick, self-starters who are drawn to try new things. We need innovators, creators, and achievers like you who are ready to challenge and disrupt an entire industry. 

The VP, Customer Care- Experience & Advocacy, will play a key role in delivering innovation and growth opportunities that support our enterprise strategy. This highly visible role will report to the Chief Strategy and Operations Officer and will work extensively with a wide range of senior business and functional leaders. 

Role Summary 

The Vice President of Customer Care- Experience and Advocacy will lead H&R Block’s contact center operations, driving exceptional customer experiences and long-term loyalty. This innovative and visionary leader will develop and implement innovative strategies and leverage data and actionable intelligence to enhance and delight our clients. This deep understanding of customer-centric principles will foster a culture of excellence and engagement among agents, ensuring seamless customer interactions across all touchpoints. By focusing on increasing Customer Lifetime Value, uncovering actionable intelligence, and maintaining brand integrity, you will play a crucial role in leading our contact center into the future and ensuring our continued success in a competitive market. 

As the leader of the Customer Care Strategy and Operations team, you will: 

• Champion a culture where customer and agent experience (CX and AX) and satisfaction are paramount, ensuring every interaction reflects our commitment to excellence. 

• Clearly and compellingly articulate the future of customer support, inspiring and aligning leadership, peers, operations leaders, managers, and agents with the strategic vision. 

• Uncover and utilize actionable intelligence to establish and maintain a robust feedback loop that transforms the voice of the customer into strategic business changes, driving continuous improvement and innovation.  

• Develop and implement vision for integrating the latest ML/AI technology to meaningfully enhance the CX and AX experience.  

• Accelerate your career by having a seat at the table for high-level strategy decisions. 

• Have genuine work-life balance. 

• The candidate will also be a real person, with a sense of humor, high emotional intelligence, and a passion for working with and leading a diverse team.  

Day to day, you'll... 

• Develop the vision and overarching strategic roadmap to lead a best-in-class contact center.  Optimize the strategy to ensure alignment with HRB’s objectives to deliver amazing experiences and value to our clients. 

• Lead a passionate team of Customer Care Center Directors and develop talent that craves tough problems and values winning together. 

• Support and foster a culture of innovation to ensure product owners are rapidly testing and learning.  

• Lead initiatives to increase Customer Lifetime Value by creating overall experiences that foster strong customer loyalty, ensuring they feel valued and engaged. 

• Utilize data and actionable intelligence to drive continuous improvement and strategic decision-making. 

• Strengthen brand value and reputation through consistent, accurate, and compliant customer interactions. 

• Oversee the integration of advanced technologies to enhance customer interactions and operational efficiency. 

• Collaborate with cross-functional teams to ensure seamless customer experiences across all touchpoints. 

• Monitor and analyze key performance metrics to measure success against strategic objectives.