Full-Time Director, Customer Experience

We are looking for a Director, Customer Experience to join our growing team!

In this role, you will lead the design and execution of our customer experience initiatives across all customer interaction channels.

You will be instrumental in developing and driving our customer-centric strategy, utilizing Voice of the Customer insights, performing customer journey analytics, and evolving our contact center and self-service capabilities to minimize customer effort and maximize satisfaction.

You will play a key role in ensuring all customer interactions support our mission to deliver exceptional service efficiently and effectively.

CX Strategy & Planning: Develop and implement a comprehensive customer experience strategy aligning with company goals and customer-centric vision. Establish frameworks to prioritize initiatives balancing improvements to the customer experience with measurable business outcomes. Collaborate with marketing, operations, IT, and other departments for consistency and effectiveness in reducing customer friction and delivering value.

Voice of the Customer: Manage a robust Voice of the Customer program capturing and analyzing feedback from surveys, reviews, and other channels. Use insights to prioritize investments impacting the customer experience and align with business objectives. Act as an advocate for the customer ensuring their needs and expectations are reflected in organizational decision-making processes.

Customer Journey Analytics: Map and analyze end-to-end customer journeys to identify pain points and opportunities for improvement. Prioritize initiatives driving meaningful, measurable improvements in the customer experience, partnering with technology and operations teams to implement data-driven process enhancements.

Customer Contact Strategy: Oversee the development and optimization of processes within contact centers. Align resources with initiatives impacting customer experience and monitor key metrics (customer effort, first-contact resolution, average handle time, and customer satisfaction scores) for continuous improvement.

Customer Enablement: Lead the evolution of self-service capabilities ensuring they are intuitive, reliable, and effective in meeting customer needs. Align self-service enhancements with broader customer experience strategies to improve efficiency and maintain high-quality support for complex issues. Evaluate and adopt innovative technologies to enhance self-service effectiveness and reduce operational costs.

Resource Deployment & Prioritization: Develop and oversee processes deploying resources to initiatives with the greatest impact on customer experience. Balance improvements in customer satisfaction with business goals (cost optimization, revenue growth, and operational efficiency). Assess ROI of customer experience initiatives and reallocate resources as necessary.

Leadership & Team Management: Build and lead a high-performing customer experience team fostering collaboration, accountability, and innovation. Mentor and develop team members ensuring alignment with company goals and supporting professional growth. Influence stakeholders across all levels of the organization.

• Bachelor's degree in Business, Marketing, Analytics, or related field (Master's preferred)
• 8+ years of experience in customer experience, strategic planning, transformation, or related field
• Proven experience developing and implementing customer experience strategies and using customer insights to drive performance improvements
• Strong analytical skills with expertise in journey mapping, data analytics, and performance measurement
• Experience with contact center operations, self-service platforms, and related technologies
• Excellent leadership, communication, and stakeholder management skills
• Proven ability to manage complex projects and drive organizational change
• Working knowledge of computers and Microsoft Office Suite (Outlook, Excel, Word, PowerPoint)

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