Director, CX Systems & Insights

About the role

The leader is responsible for designing, scaling, and optimizing systems that shape and provide insight into the end-to-end customer journey and associated leading and lagging indicators of success. Translates company priorities into CX initiatives and into day-to-day operational reality through managing the tool stack and budget, implementing AI and self-service automation and governance, and overseeing metrics and reporting for the leadership team and Board. This role is both systems and process-focused, working closely with the CX leadership team as internal customers for prioritization, sequencing, and metrics and analytics to drive and influence decision-making.

• Build a clear, visible, and effective system for intake, prioritization, and sequencing, with proactive reporting on delivery dates that stay within scope and meet customer needs
• Translate stakeholder needs into tool assessment, selection, implementation, and ongoing optimization
• Drive adoption and optimization of the CX tech stack to align with critical workflows, both within CX and across other teams
• Deep analytical capability, including building reporting dashboards, interpreting data for trends and analysis, and using quantitative insight to influence executive decisions
• Strong oral and written communication, including leading strong virtual meetings and enablement sessions for internal customers

Requirements

• Demonstrated experience owning a CX tool stack end-to-end, including optimization, adoption, reporting, and vendor management
• 5+ years in customer experience, support operations, or a related operations role, with at least 2 years in a leadership capacity
• Experience building reporting and analytics infrastructure used by executive leadership
• Passion for building scalable spreadsheets, forecasting models, and capacity plans that drive operational decisions
• Experience managing a team, including at least one direct analyst or coordinator-level report
• Track record of process improvements with measurable impact on efficiency or cost
• Industry credentials such as CCXP (Certified Customer Experience Professional) are highly valued
• Demonstrated experience utilizing AI for building and/or optimizing processes
• Experienced user of Salesforce, Hubspot, Churnzero or Gainsight, project management software (Klient and/or Wrike), Zendesk, and Gong