Full-Time Director, Customer Experience
Brightspeed is hiring a remote Full-Time Director, Customer Experience. The career level for this job opening is Manager and is accepting USA based applicants remotely. Read complete job description before applying.
Brightspeed
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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.
As a Director, Customer Experience, your duties and responsibilities will include:
- CX Strategy & Planning: Develop and implement a comprehensive customer experience strategy that aligns with the company’s business goals and customer-centric vision. Establish frameworks to prioritize initiatives.
- Voice of the Customer: Manage a robust Voice of the Customer program to capture and analyze feedback. Use insights to prioritize investments.
- Customer Journey Analytics: Map and analyze customer journeys to identify pain points. Prioritize initiatives that drive improvements.
- Customer Contact Strategy: Oversee contact center processes and optimize resources.
- Customer Enablement: Lead the evolution of self-service capabilities, ensuring intuition and reliability.
- Resource Deployment & Prioritization: Develop and oversee processes for deploying resources. Assess ROI.
- Leadership & Team Management: Build and lead a high-performing team, fostering collaboration and accountability.