Director of Customer Experience

The Director of Customer Experience & Strategy is responsible for developing and executing customer‑centric strategies that enhance customer satisfaction, loyalty, retention, and overall business performance. This leadership role partners across departments to optimize the customer journey, drive service excellence, leverage customer insights, and align customer experience initiatives with organizational goals.

• Develop and implement a comprehensive customer experience strategy aligned with organizational objectives.
• Lead initiatives to improve customer satisfaction, retention, and loyalty.
• Design and optimize customer journey maps across all customer touchpoints.
• Establish customer experience standards, policies, and best practices.
• Monitor customer feedback and implement action plans to address opportunities for improvement.
• Develop long‑term customer engagement and service strategies.
• Analyze customer data, market trends, and competitive insights to identify growth opportunities.
• Collaborate with executive leadership to align customer experience initiatives with business goals.
• Drive innovation and continuous improvement efforts across customer‑facing functions.
• Lead strategic projects focused on operational efficiency and customer success.
• Track and report key customer experience metrics, including NPS, CSAT, customer retention, and customer lifetime value.
• Utilize analytics and customer feedback to identify trends and recommend improvements.
• Develop dashboards and performance reports for senior leadership.
• Leverage CRM and customer management systems to enhance customer engagement strategies.
• Partner with Sales, Marketing, Operations, Product, and Customer Support teams to ensure a consistent customer experience.
• Lead cross‑departmental initiatives to improve customer outcomes and operational effectiveness.
• Foster a customer‑first culture throughout the organization.
• Serve as a key advocate for customer needs and expectations.
• Recruit, develop, and mentor customer experience professionals.
• Establish performance goals and development plans for team members.
• Promote accountability, collaboration, and continuous learning within the department.
• Manage departmental budgets and resource allocation.

• Bachelor's degree in Business Administration, Marketing, Communications, Management, or a related field required.
• Master's degree preferred.
• 7–10+ years of progressive experience in customer experience, customer success, operations, strategy, or related leadership roles.
• Demonstrated success leading customer‑centric initiatives and organizational change.
• Experience developing and implementing strategic business plans.
• Strong background in customer analytics, CRM systems, and performance measurement.
• Customer journey mapping and experience design.
• Data analysis and business intelligence.
• Strong project management and organizational abilities.
• Proficiency with CRM platforms and customer experience technologies.

• Experience with customer experience frameworks and methodologies.
• Certification in Customer Experience (CX), Customer Success, Lean Six Sigma, or Project Management is a plus.

$85,

Salary is based on a range of factors that include relevant experience, knowledge, skills, other job‑related qualifications.