Director of Customer Experience

Director of Customer Experience

Los Angeles | CA

Responsibilities:

 

  • Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey
  • Enabling a two-way stream with customer-facing teams through – collecting feedback from customer-facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding, and sales teams to align with the larger CX strategy.
  • Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys
  • Encourage problem-solving, strategic thinking, and customer-orientation amongst the team
  • Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT, and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
  • Advocate for changes in other departments’ ways of working and cross-functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience
  • Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience
  • Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process
  • Create and implement an analytics strategy for best in class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions/ channels

 

 

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