We are looking for an experienced Director of Customer Experience to lead our customer experience efforts.
This role will be responsible for overseeing the end-to-end customer journey, ensuring a seamless experience for our customers across all touchpoints. The Director of Customer experience will manage a cross-functional team including UX designers, technical writers, and product marketing specialists.
Responsibilities:
Develop and implement a customer experience strategy that aligns with the companys goals and objectives.
Lead a team of UX designers, technical writers, and product marketing specialists to execute on the customer exprience strategy.
Collaborate with product management, marketing, sales, and customer success teams to ensure consistency and alignment throughout the customer journey.
Conduct research and gather insights to identify pain points and opportunities for improvement in the customer journey.
Define key metrics and KPIs to measure the effectiveness of the customer journey and track progress over time.
Stay up to date on industry trends and best practices related to customer experience and incorporate them into our strategy and processes.
Requirements: 3-5 years of experience in a similar role, with a proven track record of driving successful customer experience initiatives.
Bachelors degree in relevant design discipline, marketing, business, or a related field; MBA or advanced degree preferred.
Strong leadership skills with experience managing cross-functional teams (UX designers, technical writers, and product marketing specialists).
Excellent communication, presentation, storytelling skills and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
Strategic thinker with a data-driven and results-oriented approach to problem-solving.
Deep understanding of user-centred design principles, technical writing best practices, and product marketing strategies.
Experience working in a fast-paced, dynamic environment with the ability to adapt quickly to changing priorities and requirements.
Proven experience in implementing and optimizing and improving customer journey processes and systems, and passion for delivering exceptional customer experiences and a commitment to continuous improvement.
This position is open to all candidates.
