Director, Customer Experience

We need to output HTML fragment with sections: About the role? Actually the posting includes "About The Opportunity". We'll use headings: About the role? The instruction says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Skills, Benefits, Pay, Schedule). So we need to map sections accordingly. We need to extract content: The posting includes intro paragraph about Constant Contact, then "About The Opportunity" with description. Then "What You'll Do:" list of responsibilities. Then "Who You Are:" with sub-sections: Experience, Strategic & Analytical Excellence, Leadership DNA. Then salary/pay info: "The specific salary offered..." plus "Pay Transparency - All Full Time Employees $137,280—$171,600 USD". Also benefits: "The compensation package includes health and welfare benefits including paid leave." Also "Why You’ll Love Us:" includes culture, benefits, flexible work, etc. Also "Application Deadline: 30 days." etc but we should remove application instructions and boilerplate. Also remove EEO, legal, privacy notices, etc. We need to include sections only when there is real specific content. So we can have:

About the role

(maybe using About The Opportunity content). Could also have

Responsibilities

for What You'll Do list.

Requirements

or

Qualifications

for Who You Are (Experience etc). Could split into Experience, Skills etc but we can combine. We need to use

• for any list of duties/requirements/benefits. So responsibilities list as
  . Requirements list maybe as
  . Benefits list as
  . Pay section: we have salary range. Should we create a Pay section? Yes, we have specific salary range. So

  Pay

  with

  containing the range. Also maybe mention bonus/commission? The posting says "some roles may be eligible for additional on target commission pay or bonus." That's not specific; we could include as part of Pay section but it's vague. Might be okay to include as part of Pay paragraph. Benefits: health and welfare benefits including paid leave, plus "Why You’ll Love Us" includes culture, flexible work, professional development, generous PTO, competitive benefits package. We can create Benefits section with those points. Schedule: hybrid work model mentioned. So we can have Schedule section. We must not repeat job title as heading. No Job ID. We must remove boilerplate: EEO, legal, privacy, recruiter notice, etc. We must preserve all substantive information; do not invent or summarize away detail. We need to output only HTML fragment, no /, no markdown fences. Let's craft. First, intro paragraph about Constant Contact: "At Constant Contact, we are seriously awesome people..." That's substantive but maybe belongs under About the role? Could be part of About the role paragraph. We'll include that as

  under About the role. Then About The Opportunity paragraph(s). We'll combine. Let's extract About The Opportunity content: "At Constant Contact, our customers are at the heart of everything we do. As our Director, Customer Experience, you'll have the opportunity to build and lead a dedicated Customer Experience function that brings a holistic, data-driven view of the customer journey across the organization. This is a highly cross-functional role focused on identifying and improving the moments that matter most across the customer lifecycle, from the initial sales conversation and onboarding, through product usage, support, education, community, and renewal. You'll help Constant Contact better understand where customers experience friction, why it happens, and what we can do to create a more seamless experience. As our first dedicated Customer Experience leader, you'll lead our existing Voice of Customer (VOC) team and establish the frameworks, insights, and operating rhythms that make the customer experience visible across the company. You'll partner closely with leaders across Sales, Product & Design, Support, Success, Marketing, Education, and Community to turn customer insights into meaningful business and experience improvements. This role is ideal for a hands-on CX leader who is equally comfortable analyzing data, building programs from the ground up, influencing senior stakeholders, and rolling up their sleeves to get things done. You'll bring independent, evidence-based perspectives to the organization and help drive action even when the teams responsible for the customer experience don't report directly to you." We'll put that in

  under About the role. Then Responsibilities: "What You'll Do:" list items. Let's extract each bullet: - Build and lead our CX function, including our existing Voice of Customer team, establishing the strategy, priorities, and operating model for the function - Own the end-to-end customer journey, identifying friction and opportunities across Sales, onboarding, product, Support, Success, Education, Community, and renewal - Turn customer signals into action by bringing together feedback, survey results, behavioral data, research, and other sources to identify systemic issues and prioritize opportunities - Strengthen our Voice of Customer program, creating a clear, company-wide view of what customers need and where we can improve - Establish CX measurement and reporting, developing meaningful metrics and executive-ready insights that connect customer experience to business outcomes - Improve critical customer handoffs, particularly the transition from Sales to onboarding and the intersection between our digital product experience and human support - Partner across Sales, Product & Design, Marketing, Support, Success, Education, and Community to influence priorities and drive meaningful improvements without direct authority - Establish a cross-functional CX operating rhythm that brings the right leaders together, creates accountability, and keeps customer experience at the center of business decisions - Lead and develop a small, high-impact team, operating as a player-coach who is willing to roll up their sleeves and do the work We'll put these in

  • . Then Requirements/Qualifications: "Who You Are:" includes Experience bullet points, Strategic & Analytical Excellence, Leadership DNA. We could split into Experience, Skills, etc. But we can combine into Requirements section with subheadings? The instruction only allows headings from list; we could still use

    for sections like Requirements, Skills, Benefits, Pay, Schedule. We could have multiple sections: Requirements (experience), Skills (strategic & analytical excellence, leadership DNA). But we need to avoid thin sections. Perhaps combine all into Requirements. Let's extract Experience bullet points: - Experience 8+ years of progressive experience in Customer Experience, Customer Insights, Voice of Customer, CX Strategy, Customer Analytics, or a related field - Experience building or establishing CX programs in a growing or evolving organization - Experience in SaaS, subscription, or high-volume, low-touch customer environments - Proven experience managing and developing a team - Track record of turning customer insights into measurable business or customer experience improvements Strategic & Analytical Excellence: - Strong quantitative and analytical skills with the ability to independently evaluate data and translate it into compelling business insights - Experience combining quantitative and qualitative customer signals to identify trends, root causes, and opportunities - Strong understanding of customer journey mapping, service design, and Voice of Customer methodologies Leadership DNA: - Proven ability to influence without authority and build credibility with senior leaders, particularly across Sales and Product - Executive presence and exceptional communication skills, with the ability to make complex customer insights clear and actionable - Comfortable challenging assumptions respectfully when the data tells a different story - Hands-on, curious, and comfortable building structure where none exists - Pragmatic and collaborative, with a bias toward action and a focus on high-impact opportunities We'll put these in

    • under Requirements. Benefits: from posting: "The compensation package includes health and welfare benefits including paid leave." Also "Why You’ll Love Us:" includes: - We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees. - Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups. - You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities. - A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family - At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues. We can extract benefits: health and welfare benefits including paid leave, generous paid time off policy, competitive benefits package, professional development opportunities, culture of diversity and inclusion, educational opportunities, career growth opportunities, stretch assignments, coaching, hybrid work model. We'll put these in
      • under Benefits. Pay: we have salary range: $137,280—$171,600 USD. Also mention that specific salary may be influenced by experience, education, location; some roles may be eligible for additional on target commission pay or bonus. We'll include that. Schedule: hybrid work model described. We'll create Schedule section with

        describing hybrid work model. Now we need to ensure we don't include boilerplate like Application Deadline, Vision6, EEO, legal, privacy, recruiter notice, etc. Let's craft HTML. We'll start with

        About the role

        then

        containing intro paragraph + About The Opportunity paragraph(s). Might be two paragraphs; we can combine into one

        but better to separate? The instruction says use

        for prose. Could have multiple

        elements. We'll do:

        About the role

        At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

        At Constant Contact, our customers are at the heart of everything we do. As our Director, Customer Experience, you'll have the opportunity to build and lead a dedicated Customer Experience function that brings a holistic, data-driven view of the customer journey across the organization. This is a highly cross-functional role focused on identifying and improving the moments that matter most across the customer lifecycle, from the initial sales conversation and onboarding, through product usage, support, education, community, and renewal. You'll help Constant Contact better understand where customers experience friction, why it happens, and what we can do to create a more seamless experience. As our first dedicated Customer Experience leader, you'll lead our existing Voice of Customer (VOC) team and establish the frameworks, insights, and operating rhythms that make the customer experience visible across the company. You'll partner closely with leaders across Sales, Product & Design, Support, Success, Marketing, Education, and Community to turn customer insights into meaningful business and experience improvements. This role is ideal for a hands-on CX leader who is equally comfortable analyzing data, building programs from the ground up, influencing senior stakeholders, and rolling up their sleeves to get things done. You'll bring independent, evidence-based perspectives to the organization and help drive action even when the teams responsible for the customer experience don't report directly to you.

        Then Responsibilities:

        Responsibilities

        • Build and lead our CX function, including our existing Voice of Customer team, establishing the strategy, priorities, and operating model for the function
        • Own the end-to-end customer