Director Of Customer Experience

THIS JOB CAN BE FOUND ON OUR EXCLUSIVE JOB BOARD IT IS NOT A DIRECT ROLE AT AUGMENT JOBS.

Job Summary:

We are seeking a dynamic and experienced Director of Customer Experience to lead our customer experience team and drive initiatives that enhance customer satisfaction and loyalty. The ideal candidate will have a proven track record of developing and implementing customercentric strategies improving service processes and utilizing data to make informed decisions. As the Director of Customer Experience you will play a key role in shaping our companys approach to customer interactions ensuring an exceptional experience across all touchpoints.

Key Responsibilities:

• Strategic Leadership: Develop and execute a comprehensive customer experience strategy aligned with company goals. Lead initiatives to continuously improve customer satisfaction loyalty and retention.

• Team Management: Build mentor and manage a highperforming customer experience team. Provide coaching support and development opportunities to team members.

• Customer Insights: Utilize customer feedback data analytics and market research to identify pain points and opportunities. Implement solutions to enhance the overall customer journey.

• Process Improvement: Analyze and optimize customer service processes to ensure efficiency and effectiveness. Implement best practices and innovative solutions to address customer needs.

• CrossFunctional Collaboration: Work closely with other departments (e.g. Marketing Sales Product Development) to align customer experience strategies with overall business objectives. Foster a customercentric culture across the organization.

• Performance Metrics: Establish and track key performance indicators (KPIs) related to customer experience. Provide regular reports and insights to senior management.

• Customer Advocacy: Act as the voice of the customer within the company advocating for their needs and preferences. Develop programs and initiatives that promote customer engagement and satisfaction.

• Crisis Management: Address and resolve escalated customer issues or complaints with a focus on achieving positive outcomes and maintaining strong customer relationships.

Qualifications:

• Bachelors degree in Business Marketing Communications or a related field. Masters degree or relevant certifications are a plus.

• Minimum of 8 years of experience in customer experience customer service or a related field with at least 3 years in a managerial or leadership role.

• Strong analytical skills and experience using data to drive decisionmaking and improvements.

• Excellent leadership and team management skills with a demonstrated ability to motivate and guide a team.

• Exceptional communication and interpersonal skills with the ability to build relationships with customers employees and stakeholders.

• Proven track record of implementing successful customer experience strategies and achieving measurable results.

• Ability to work in a fastpaced environment and manage multiple projects simultaneously.

Benefits:

• Competitive salary and performancebased bonuses
• Comprehensive health dental and vision insurance
• Retirement savings plan with company match
• Paid time off and holidays
• Professional development opportunities
• Flexible work arrangements (if applicable)