Senior Director Of Customer Experience
Senior Director Of Customer Experience
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Job Description
THIS JOB CAN BE FOUND ON OUR EXCLUSIVE JOB BOARD IT IS NOT A DIRECT ROLE AT AUGMENT JOBS.
Position Overview:
We are seeking an innovative and strategic Senior Director of Customer Experience to lead our customer experience team and drive excellence across all customer touchpoints. This role requires a visionary leader with a passion for delivering exceptional customer service and a track record of transforming customer experience strategies into tangible results. The ideal candidate will have a deep understanding of customer journey mapping datadriven decision making and crossfunctional collaboration.
Key Responsibilities:
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Strategic Leadership: Develop and execute a comprehensive customer experience strategy aligned with the companys goals and vision. Lead the evolution of the customer experience function to drive continuous improvement and enhance customer satisfaction.
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Customer Journey Mapping: Oversee the creation and implementation of customer journey maps and identify opportunities for enhancing the customer experience at each touchpoint.
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CrossFunctional Collaboration: Work closely with product development marketing sales and customer service teams to ensure a cohesive and integrated approach to customer experience. Facilitate communication and collaboration across departments to address customer needs and resolve issues.
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DataDriven Insights: Utilize customer feedback data analytics and performance metrics to monitor and assess the effectiveness of customer experience initiatives. Provide actionable insights and recommendations to drive improvements and achieve key performance indicators.
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Team Leadership: Build mentor and manage a highperforming customer experience team. Foster a culture of excellence accountability and innovation. Provide guidance support and professional development opportunities to team members.
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Customer Advocacy: Act as the voice of the customer within the organization. Advocate for customer needs and preferences in strategic planning and decisionmaking processes. Ensure that customer feedback is systematically gathered and acted upon.
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Program Development: Design and implement programs and initiatives that enhance customer loyalty and satisfaction. Measure the impact of these programs and adjust strategies as needed.
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Budget Management: Develop and manage the customer experience department budget. Ensure that resources are allocated effectively to achieve departmental and organizational goals.
Qualifications:
- Bachelors degree in Business Administration Marketing or a related field. Masters degree or MBA preferred.
- 10 years of experience in customer experience customer service or a related field with at least 5 years in a senior leadership role.
- Proven track record of developing and implementing successful customer experience strategies and programs.
- Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
- Exceptional leadership and team management skills with experience in building and leading highperforming teams.
- Excellent communication and interpersonal skills with the ability to influence and collaborate with stakeholders at all levels.
- Proficiency in customer experience tools and technologies including CRM systems feedback management platforms and analytics tools.
Employment Type
Full Time
