Director of Customer Experience Strategy

Summary

Athens Services is seeking a strategic and customer-focused leader to shape and advance the company's customer experience vision as we continue to grow and evolve.

• Develop and lead the organization's Voice of the Customer strategy.
• Establish processes to gather, analyze, and act upon customer feedback across multiple channels.
• Monitor customer sentiment, satisfaction, and engagement trends.
• Translate customer insights into actionable recommendations that improve customer outcomes.
• Serve as the organization's advocate for customer needs and expectations.

• Develop and execute enterprise-wide customer experience strategies aligned with company objectives.
• Define and maintain customer experience standards across all customer touchpoints.
• Identify opportunities to strengthen customer loyalty, retention, and satisfaction.
• Create customer-centric frameworks that support long-term business growth.

• Lead customer journey mapping initiatives to understand customer interactions across the entire lifecycle.
• Identify friction points and opportunities to simplify and improve the customer experience.
• Design and implement service improvements that create more seamless and positive customer interactions.
• Ensure consistency between customer expectations and service delivery.

• Partner with leadership to ensure customer interactions reflect Athens Services' brand values and service commitments.
• Evaluate the effectiveness of customer communications, service processes, and engagement strategies.
• Recommend initiatives that strengthen trust, loyalty, and customer advocacy.
• Drive programs that enhance the overall perception of the Athens customer experience.

• Develop customer experience KPIs, dashboards, and reporting frameworks.
• Analyze customer feedback, survey data, operational performance, and customer behavior trends.
• Utilize data and predictive insights to identify emerging risks and opportunities.
• Present customer experience findings and recommendations to executive leadership.

• Serve as a thought leader and subject matter expert on customer experience best practices.
• Support customer experience initiatives across the organization through coaching, education, and strategic guidance.
• Foster a culture that prioritizes customer-centric decision making.
• Lead customer experience projects from concept through implementation.

• 10+ years of progressive leadership experience in Customer Experience, Patient Experience, Guest Experience, Consumer Experience, Member Experience, Brand Experience, or related disciplines.
• Demonstrated success developing and implementing customer experience strategies that improved customer satisfaction, loyalty, and engagement.
• Strong experience leading Voice of the Customer (VoC) programs and customer feedback initiatives.
• Experience with customer persona development, customer journey mapping, service design, and customer insights programs.
• Strong analytical and problem‑solving skills with the ability to translate data into actionable business recommendations.
• Excellent communication, presentation, and stakeholder management skills.
• Proven ability to influence organizational change through customer‑centric strategies.

• Bachelor's degree in Business, Marketing, Communications, Hospitality, Healthcare Administration, Psychology, or a related field.
• Master's degree preferred.
• Experience with in healthcare, retail, hospitality, consumer services, telecommunications, utilities, transportation, or other customer‑centric industries.
• Experience with customer experience measurement platforms, survey tools, CRM systems, and customer analytics technologies.
• Familiarity with customer loyalty programs, Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and related customer experience methodologies.

Salary: $160,000 - $200,000

• Competitive wages
• Comprehensive benefit package Medical, Dental, Vision
• 401K
• Life Insurance
• Paid Vacation and Sick Time
• Career plan
• Recognition programs
• Professional development learning
• An exceptional work environment

Athens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran