Director of Customer Experience

Job Summary

To enhance the member journey and drive customer satisfaction, the full-time Director of Customer Experience will lead the CX team, define member experience strategy, and advocate for customer needs across the organization in a remote role.

Key responsibilities

• Define and implement a world-class member experience strategy across all channels
• Lead and grow the customer experience team, focusing on hiring, onboarding, and performance management
• Own customer satisfaction metrics and develop systems to translate member feedback into actionable insights

Required qualifications

• 8+ years of experience in customer experience or customer operations, with at least 3 years in a leadership role
• Proven track record of improving customer retention and satisfaction metrics
• Experience in a cross-functional environment, influencing various teams to enhance customer experience
• Familiarity with modern customer experience tools and a strong opinion on the use of AI and automation in support
• Excellent written and verbal communication skills, capable of crafting clear policies and member communications