Norris Grizzard

Director Customer Experience @WM

Responsible for the day-to-day operations of the Customer Experience (CE) organization’s South Tier contact centers. Executes the CE strategy with a focus on achieving key quality and productivity performance metrics for voice, chat, and email channels. Directs the development, implementation, and execution of organization and Customer Experience efforts and related initiatives designed to enhance overall Customer Experience results. Manages relationships with Area Leadership, primarily Customer Service/Customer Experience Managers and Area Vice-Presidents, to drive customer service, customer engagement and customer retention programs through the Areas