About the Role
This role leads the design and execution of customer experience strategies, ensuring seamless interactions across touchpoints while aligning with business goals and customer needs.
Responsibilities
- Direct the development and implementation of customer experience strategies
- Evaluate current service processes to identify opportunities for improvement
- Collaborate with cross-functional teams to enhance customer journey mapping
- Monitor key performance indicators related to customer satisfaction
- Lead initiatives to reduce customer effort and increase resolution efficiency
- Translate customer feedback into actionable insights for product and service teams
- Oversee the creation of customer-centric metrics and reporting frameworks
- Ensure consistency in experience delivery across digital and human touchpoints
- Manage customer experience transformation programs from concept to launch
- Champion a customer-first culture within operations and support functions
- Conduct root cause analysis on recurring customer pain points
- Partner with technology teams to integrate CX improvements into platforms
- Develop standards for agent training based on customer interaction insights
- Lead voice-of-customer programs and sentiment analysis efforts
- Align customer experience goals with business outcomes and KPIs
- Design and execute customer journey testing and optimization cycles
- Facilitate workshops to gather stakeholder input on CX initiatives
- Report on customer experience performance to senior leadership
- Ensure compliance with service level agreements and customer commitments
- Integrate Net Promoter Score and Customer Satisfaction data into decision-making
- Manage external consultants and vendors supporting CX projects
- Drive adoption of best practices in customer experience measurement
- Support change management during service delivery transitions
- Maintain documentation of customer experience frameworks and methodologies
- Promote innovation in customer engagement strategies
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model with flexibility for remote and office-based work
Team
Part of the global customer experience division collaborating with product, support, and analytics teams
About the Team
This position operates within a dedicated customer experience unit focused on elevating service standards and shaping long-term CX vision across all customer interactions.
What You’ll Do
- Lead end-to-end customer experience strategy and execution
- Drive customer-centric improvements across service channels
- Analyze feedback and operational data to guide decisions
- Work closely with product and engineering teams to influence design
- Present insights and recommendations to executive stakeholders
Available for qualified candidates requiring work authorization
