The Director of Customer Experience at Brooklyn Public Library is responsible for conceptualizing, developing and implementing exceptional customer experience strategies across all locations. The Director evaluates every touchpoint which the library creates where a patron connects with the library’s human or material resources, both physical and virtual. Specific responsibilities include establishing and overseeing system-wide service standards, especially those pertaining to reference, circulation and collections. Additionally, this individual will lead, design and deliver customer service training and development, as well as analyze and support the development, implementation, and ongoing enhancements to customer service delivery. This leader will bridge cross-functional teams in Brooklyn Public Library to achieve consistent, meaningful communication and create a unified interaction with the customer. The Director will also oversee the Circulation department.
Under the leadership of the Chief Librarian, this position will lead a team of stakeholders from across the Library to develop, deliver and maintain a customer service excellence plan, focused on developing an exceptional customer service experience for library users at all touchpoints. This includes: