Director of Customer Experience

The Director of Customer Experience leads the development and execution of our customer experience strategy, ensuring that every customer interaction is positive, efficient, and aligned with our brand values. The DCE oversees all customer experience initiatives, drives improvements based on customer feedback, and works closely with cross-functional teams to enhance the overall customer journey.

• Leadership: develops and implements a comprehensive customer experience strategy that aligns with the company’s vision and goals. Leads and inspires the customer experience team, fosters a culture of excellence and continuous improvement.
• Customer Journey Management: oversees the entire customer journey by defining and ensuring alignment across all touchpoints with our customer philosophy. Identifies pain points and opportunities for improvement while implementing processes and systems to monitor, measure, and enhance the customer experience at every interaction.
• Customer Feedback and Insights: establishes mechanisms for collecting, analyzing, and acting on customer feedback and insights. Uses data driven approaches to identify trends, drive improvements, and measure the impact of customer experience initiatives. Partners with Product to ensure the customer feedback is incorporated into future planning.
• Team Development: recruits, trains, and develops a high-performing customer experience team. Fosters a collaborative and innovative team environment, promoting professional growth and development.
• Customer Advocacy: champions the voice of the customer within the organization, ensuring their perspectives are considered in strategic planning and decision making. Develops and implements customer advocacy program to build strong relationships and enhance customer loyalty.
  
  

Education and Functional Experience

• Bachelor’s degree in Business Administration, marketing, or a related field. MBA or advanced degree preferred.
• Proven experience in a senior customer service role, preferably in a beloved customer focused company
• Strong leadership with a track record of building a high-performing customer-focused team.
• At least 3 years leading a team of skilled and high performing customer experience specialists.
• Prior experience setting the customer philosophy, owning all customer touchpoints and collaborating across many functional teams with varying objectives ensuring the best customer experience.
  
  

Behavioral/Skill Requirements

• Demonstrated ability to analyze complex issues and use sound judgment to evaluate data, can easily draw conclusions, and make recommendations. Can easily explore alternative solutions, think creatively, and break down problems to understand their root causes.
• Demonstrated ability to learn from experience, can easily adapt to new situations, and apply lessons learned to achieve success.
• Demonstrated ability to acknowledge mistakes and seek feedback for self-improvement. Is open-minded and explores new ways to approach challenges.
• Prior experience setting goals and delivering quality outcomes. Takes ownership and shows a sense of urgency in reaching objectives, measuring progress, and persistently working to overcome obstacles.
• Demonstrated ability to navigate uncertainty and change, while remaining productive even in unclear situations. Maintains focus and composure even when under pressure. Can quickly shift priorities as needed and find ways to move forward without having all the answers.
• Demonstrated ability to prioritize and understand customer needs, both internal and external customers. Understands how one’s actions impact others and makes adjustments to align with team and organizational needs.
• Prior experience building and maintaining strong relationships with a wide range of people, demonstrating an understanding of social cues and adapting communication to different audiences. Balances assertiveness with diplomacy, fostering trust and cooperation.
  
  

Key Performance Indicators

• Renewal rate by Market
• Net Promoter Score
• Speed to close ticket
• Sentiment Analysis