Director of Customer Experience Strategy

Voice of the Customer (VoC)

Develop and lead the organization's Voice of the Customer strategy.
Establish processes to gather, analyze, and act upon customer feedback across multiple channels.
Monitor customer sentiment, satisfaction, and engagement trends.
Translate customer insights into actionable recommendations that improve customer outcomes.
Serve as the organization's advocate for customer needs and expectations.

Customer Experience Strategy

Develop and execute enterprise-wide customer experience strategies aligned with company objectives.
Define and maintain customer experience standards across all customer touchpoints.
Identify opportunities to strengthen customer loyalty, retention, and satisfaction.
Create customer-centric frameworks that support long-term business growth.

Customer Journey & Service Design

Lead customer journey mapping initiatives to understand customer interactions across the entire lifecycle.
Identify friction points and opportunities to simplify and improve the customer experience.
Design and implement service improvements that create more seamless and positive customer interactions.
Ensure consistency between customer expectations and service delivery.

Brand Experience & Customer Engagement

Partner with leadership to ensure customer interactions reflect Athens Services' brand values and service commitments.
Evaluate the effectiveness of customer communications, service processes, and engagement strategies.
Recommend initiatives that strengthen trust, loyalty, and customer advocacy.
Drive programs that enhance the overall perception of the Athens customer experience.

Customer Analytics & Insights

Develop customer experience KPIs, dashboards, and reporting frameworks.
Analyze customer feedback, survey data, operational performance, and customer behavior trends.
Utilize data and predictive insights to identify emerging risks and opportunities.
Present customer experience findings and recommendations to executive leadership.

Organizational Leadership

Serve as a thought leader and subject matter expert on customer experience best practices.
Support customer experience initiatives across the organization through coaching, education, and strategic guidance.
Foster a culture that prioritizes customer-centric decision making.
Lead customer experience projects from concept through implementation.