Director of Customer Experience

Key Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with organizational objectives.
• Lead initiatives to improve customer satisfaction, retention, and loyalty.
• Design and optimize customer journey maps across all customer touchpoints.
• Establish customer experience standards, policies, and best practices.
• Monitor customer feedback and implement action plans to address opportunities for improvement.
• Develop long-term customer engagement and service strategies.
• Analyze customer data, market trends, and competitive insights to identify growth opportunities.
• Collaborate with executive leadership to align customer experience initiatives with business goals.
• Drive innovation and continuous improvement efforts across customer-facing functions.
• Lead strategic projects focused on operational efficiency and customer success.
• Track and report key customer experience metrics, including NPS, CSAT, customer retention, and customer lifetime value.
• Utilize analytics and customer feedback to identify trends and recommend improvements.
• Develop dashboards and performance reports for senior leadership.
• Leverage CRM and customer management systems to enhance customer engagement strategies.
• Partner with Sales, Marketing, Operations, Product, and Customer Support teams to ensure a consistent customer experience.
• Lead cross-departmental initiatives to improve customer outcomes and operational effectiveness.
• Foster a customer-first culture throughout the organization.
• Serve as a key advocate for customer needs and expectations.
• Recruit, develop, and mentor customer experience professionals.
• Establish performance goals and development plans for team members.
• Promote accountability, collaboration, and continuous learning within the department.
• Manage departmental budgets and resource allocation.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Management, or a related field required.
• Master's degree preferred.
• 7–10+ years of progressive experience in customer experience, customer success, operations, strategy, or related leadership roles.
• Demonstrated success leading customer-centric initiatives and organizational change.
• Experience developing and implementing strategic business plans.
• Strong background in customer analytics, CRM systems, and performance measurement.
• Customer journey mapping and experience design.
• Data analysis and business intelligence.
• Strong project management and organizational abilities.
• Proficiency with CRM platforms and customer experience technologies.

Preferred Qualifications

• Experience with customer experience frameworks and methodologies.
• Certification in Customer Experience (CX), Customer Success, Lean Six Sigma, or Project Management is a plus.
• Experience leading digital transformation or customer engagement initiatives.

Compensation

Compensation: $85,000-100,000

Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications.