Director Customer Experience

Key Responsibilities

1. Strategy & Leadership

• Develop and execute the organization’s Customer Experience (CX) strategy aligned with corporate objectives
• Establish a clear CX vision and roadmap across all customer touchpoints
• Act as the voice of the customer at executive level
• Lead transformation initiatives to shift toward a customer-centric operating model

2. Customer Journey & Experience Design

• Map and optimize end-to-end customer journeys across all channels
• Identify pain points and opportunities for improvement
• Lead service design and customer journey transformation initiatives
• Ensure consistency across digital, physical, and human touchpoints

3. Customer Insights & Analytics

• Establish Voice of Customer (VoC) programs (NPS, CSAT, CES)
• Analyze customer feedback and behavioral data to drive decisions
• Translate insights into actionable improvement initiatives
• Build dashboards and reporting for executive leadership

4. Operational Excellence

• Collaborate with operations, technology, and service teams to enhance CX delivery
• Define and monitor CX KPIs and SLAs
• Ensure continuous improvement of customer-facing processes
• Drive automation and digitalization initiatives

5. Stakeholder Management

• Partner with internal functions (Marketing, HR, IT, Operations) to align CX initiatives
• Influence senior leadership and stakeholders on CX priorities
• Work with external partners/vendors when required

Qualifications & Experience

• Bachelor’s degree in IT, Business, or related field
• 7–10 years of experience in Customer Experience, Customer Success.