Customer Experience Director

Overview

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The Director, Customer Experience (CX) is responsible for implementing and optimizing customer experience strategies across platforms, products, and departments. This role supports the design and delivery of consistent, user-centric journeys by translating customer insights into actionable initiatives. The CX Manager partners closely with product, UX/UI, marketing, and digital development teams to improve usability, accessibility, and satisfaction throughout the digital customer lifecycle.

• Customer Experience Strategy & Customer Journey:
  Build Personas & Conduct Customer Research;
  Develop detailed customer personas and conduct in-depth research to understand user behaviors, preferences, and pain points across diverse markets. Synthesize insights into actionable recommendations for cross-functional teams, ensuring that customer experiences are tailored to local and national markets.
• Future-State Customer Journey:
  Design and own the future-state customer journey. Accountable for ensuring that each digital product enables the customer journey. Build KPIs for customer engagement touchpoints to measure value delivered.
• Define, Measure, and Report CX KPIs:
  Establish and track CX-related KPIs, such as NPS, CSAT, and CES. Measure performance and report insights to senior leadership to enable data-driven decision-making.
• Manage User Interface Design:
  Oversee and manage design and build of wireframes, prototypes, and strategies that drive intuitive, inclusive user experiences. Ensure designs meet accessibility standards, conducting accessibility compliance reviews to ensure inclusivity.
• Oversee Usability Testing:
  Perform regular usability testing to refine product interactions and gather direct feedback for continuous improvement.
• Manage and Maintain Customer Experience Landscape:
  Manage and maintain digital products and platforms to deliver the customer journey and enhance customer experience.
• Manage and Maintain Design Systems:
  Manage and maintain design systems (e.g. InVision, Adobe) to ensure consistency across digital products and platforms.

• Collaborate with Digital Leaders:
  Collaborate with the Digital Leaders to develop and implement the CX strategy and future-state customer journey. Analyze customer touchpoints, identify pain points, and guide CX improvements that align with Digital strategy.
• Collaborate with Development Manager:
  Collaborate with Digital Development Managers to design, develop, and test CX features across digital products.
• Collaborate with Product and Cross-Functional Teams:
  Work closely with Product Managers and other leaders to align on CX feature development and ensure that customer insights are incorporated into product roadmaps and vision.
• Manage, Mentor and Coach CX and UI/UX designers:
  Manage and mentor a team of CX designers and UI/UX designers, providing strategic direction, fostering collaboration, and ensuring high-quality, customer-centric design execution across all touchpoints.

• Enhance Customer Experience and Increase Adoption:
  Deliver customer experiences that increase digital product adoption, drive higher customer satisfaction and improve NPS and relevant scores.
• Improve Customer Retention:
  Address customer journey pain points and design solutions that proactively meet customer needs (including local markets), increase satisfaction and reduce churn.
• Improve and Standardize User Interfaces:
  Improve and standardize user interfaces, experiences, and journeys across the customer engagement spectrum. Identify and develop customer experiences to support upsell, cross-sell, and new revenue generation opportunities.
• Enable Cross-Functional Teams to Act on Customer Insights:
  Ensure customer insights are actionable, clearly communicated, and integrated into the roadmap of product delivery.
• Adherence to Standards:
  Establish and drive adherence to visual and presentation standards/guidelines (e.g. usability, inclusivity, and brand consistency) across all channels.

• A…