Senior Director of Customer Experience

Job Summary

Leading the strategy for customer experience monitoring and insights, the full-time hybrid Senior Director of Customer Experience will define and implement comprehensive strategies to enhance customer interactions across various touchpoints while managing a high-performing team.

Key Responsibilities:

• Define and execute the long-term experience and insight strategy for customer touchpoints to enhance customer experiences
• Lead, mentor, and develop a team of experience and insight professionals, fostering a culture of continuous improvement
• Oversee the design and deployment of servicing strategies, including setting standards and modernizing monitoring practices

Required Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 7 years of experience in Learning & Development
• At least 7 years of People Leadership experience
• At least 6 years of Relationship Management experience
• Experience leading a Learning & Development organization supporting Customer Operations or Customer Service is preferred