P5P5 — Expert Professional
Expert
Design service programs and strategies.
What this level means
Expert in field; key problem solver and project leader, authority in multiple areas
- Scope
- Multiple systems or a technical domain
- Autonomy
- Sets direction within the domain
- Complexity
- Novel, high-ambiguity problems; establishes the approach
- Impact
- Org / multi-team outcomes
- Decision rights
- Authority over a technical domain
- Leadership
- Leads cross-team technical initiatives
- Typical experience
- 8–12 yrs
What you'd do
- Manage cross-functional improvement
- Represent service team in executive planning
- Design customer service strategies
- Lead organizational service initiatives
- Drive innovation in service delivery
- Design service strategies
- Lead cross-functional initiatives
- Represent service in executive meetings
Skills, knowledge & tools
- Strategic program design
- Organizational influence
- Innovative Thinking
- Cross-functional leadership
- Executive communication
- Service strategy design
- Organizational influence techniques
- Innovation in service delivery
- Cross-functional collaboration
- Executive planning processes
- Visionary customer-focus
- Innovation
- Influence across the organization
- Strategic Leadership
- Cross-functional collaboration
What good looks like
- 10+ years, often with management or program leadership experience
- Proven track record in strategic roles
- Strong innovative skills
Common titles
Customer Service VCustomer Service 5Staff Customer ServiceLead Customer ServiceExpert Customer Service
What it pays
Market-pay benchmarks for this family × level are being recalibrated across all survey sources and will return shortly.
O*NET / SOC: 13-0000 — Business & Financial Operations Occupations (inferred)