Senior Director Customer Experience

The Sr. Director of Customer Experience will lead the strategy and execution of our customer experience initiatives, ensuring that every customer interaction aligns with our brand values and goals. This role involves overseeing the entire customer journey, overseeing the customer call center, identifying areas for process improvement, and implementing strategies to enhance customer satisfaction, loyalty, and retention. The ideal candidate will have a strong background in customer experience management, excellent leadership skills, and a passion for continuous improvement and driving a customer-centric culture. This role requires a data-driven leader who can develop and execute strategies to enhance customer satisfaction while collaborating cross-functionally to implement best practices that support business growth. This role reports to the Chief Operating Officer.

Key Responsibilities:

Customer Experience Strategy:

· Create and execute a comprehensive customer experience strategy that aligns with the company’s vision, goals, and brand values.

· Define and map the end-to-end customer journey to identify key touchpoints and areas for improvement.

· Collect, analyze, and interpret customer feedback, surveys, and data to identify trends and actionable insights.

· Use data-driven insights to make informed decisions on enhancing customer interactions and service delivery.

· Collaborate with cross-functional teams (e.g., Marketing, Sales, Product Management, IT) to optimize customer touchpoints and streamline processes.

· Implement innovative solutions to address pain points in the customer journey.

· Champion initiatives that enhance customer engagement, loyalty, and personalized experiences.

Lead the Customer Experience Team:

· Build, mentor, and lead a high-performing customer experience team.

· Oversee the operations of the customer call center, ensuring efficient handling of customer inquiries, complaints, and requests.

· Foster a customer-first culture across the organization, ensuring all departments prioritize customer satisfaction.

Process Improvement and Efficiency:

· Identify and analyze areas for operational and process improvement across customer touchpoints.

· Implement process improvements to streamline workflows, reduce inefficiencies, and enhance overall customer experience.

· Work closely with other departments to ensure seamless integration of new processes, technologies, and customer service best practices.

Monitor and Report on Performance Metrics:

· Establish KPIs and metrics to measure customer satisfaction, loyalty, call center performance, process improvements, and overall experience.

· Regularly report on performance to senior leadership and make recommendations for improvement.

Qualifications:

· Bachelor’s degree in Business, Marketing, or a related field.

· Proven experience (10+ years) in a customer experience or related leadership role.

· Strong analytical skills with the ability to interpret complex data and translate insights into actionable strategies.

· Experience with Lean, Six Sigma, or other process improvement methodologies is a plus.

· Excellent communication, leadership, and interpersonal skills.

· Experience with CRM systems, customer feedback tools, and data analytics platforms.

· A strategic thinker with a passion for delivering exceptional customer experiences.

The Sr. Director of Customer Experience will lead the strategy and execution of our customer experience initiatives, ensuring that every customer interaction aligns with our brand values and goals. This role involves overseeing the entire customer journey, overseeing the customer call center, identifying areas for process improvement, and implementing strategies to enhance customer satisfaction, loyalty, and retention. The ideal candidate will have a strong background in customer experience management, excellent leadership skills, and a passion for continuous improvement and driving a customer-centric culture. This role requires a data-driven leader who can develop and execute strategies to enhance customer satisfaction while collaborating cross-functionally to implement best practices that support business growth. This role reports to the Chief Operating Officer.

Key Responsibilities:

Customer Experience Strategy:

· Create and execute a comprehensive customer experience strategy that aligns with the company’s vision, goals, and brand values.

· Define and map the end-to-end customer journey to identify key touchpoints and areas for improvement.

· Collect, analyze, and interpret customer feedback, surveys, and data to identify trends and actionable insights.

· Use data-driven insights to make informed decisions on enhancing customer interactions and service delivery.

· Collaborate with cross-functional teams (e.g., Marketing, Sales, Product Management, IT) to optimize customer touchpoints and streamline processes.

· Implement innovative solutions to address pain points in the customer journey.

· Champion initiatives that enhance customer engagement, loyalty, and personalized experiences.

Lead the Customer Experience Team:

· Build, mentor, and lead a high-performing customer experience team.

· Oversee the operations of the customer call center, ensuring efficient handling of customer inquiries, complaints, and requests.

· Foster a customer-first culture across the organization, ensuring all departments prioritize customer satisfaction.

Process Improvement and Efficiency:

· Identify and analyze areas for operational and process improvement across customer touchpoints.

· Implement process improvements to streamline workflows, reduce inefficiencies, and enhance overall customer experience.

· Work closely with other departments to ensure seamless integration of new processes, technologies, and customer service best practices.

Monitor and Report on Performance Metrics:

· Establish KPIs and metrics to measure customer satisfaction, loyalty, call center performance, process improvements, and overall experience.

· Regularly report on performance to senior leadership and make recommendations for improvement.

Qualifications:

· Bachelor’s degree in Business, Marketing, or a related field.

· Proven experience (10+ years) in a customer experience or related leadership role.

· Strong analytical skills with the ability to interpret complex data and translate insights into actionable strategies.

· Experience with Lean, Six Sigma, or other process improvement methodologies is a plus.

· Excellent communication, leadership, and interpersonal skills.

· Experience with CRM systems, customer feedback tools, and data analytics platforms.

· A strategic thinker with a passion for delivering exceptional customer experiences.