Director of Customer Experience

Job Summary

A company is looking for a Director, Customer Experience.

Key Responsibilities

• Define and drive CX team performance and quality standards while managing operational efficiency and costs
• Design and execute an organizational strategy that enhances operational efficiency and customer experiences at scale
• Lead customer retention and engagement strategies to drive lifetime value and reduce churn

Required Qualifications

• 8-12+ years in customer support and 5-7+ years of people leadership experience
• Proven ability to develop managers and cultivate customer-centric team cultures
• Experience in diagnosing organizational capabilities and leading redesigns for improved performance
• Data-driven mindset with the ability to translate CX data into actionable insights
• Cultural humility and strong interpersonal relationship-building skills