Digital Experience Lead – CX

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Take ownership of the technology roadmap for the Customer Experience team

• Oversee the CX technology stack, which includes Zendesk, Zapier, Sprout, and additional tools

• Determine which tools should be kept, discarded, or replaced

• Spearhead the creation of automations and workflows powered by AI

• Collaborate with IT and Digital Product teams to ensure effective implementation of new tools

• Manage and mentor one direct report

• Assess the CX technology stack and suggest consolidation of tools

• Work with Analytics & Insights to revamp the issue-type taxonomy in Zendesk

• Formulate a 12-month plan for automation and AI experimentation

• Review vendor renewals and suggest cost-effective alternatives

• Guide a direct report through cross-functional challenges with IT

⛳️ Requirements

• Prior experience in team leadership

• Ability to make independent recommendations and decisions with justifiable rationale

• Comprehensive understanding of technology, capable of assessing tools and alternatives without coding

• Practical experience with CX platforms like Zendesk, Sprout, Zapier, Kodif, or similar

• Comfort and confidence in utilizing AI tools in daily tasks

• Capability to implement AI in practical applications for automations and customer-facing processes

• Passion for purpose-driven work and contributing to social and environmental initiatives

🏝️ Benefits

• Significant support for healthcare for the global team

• Generous paid time off

• Customized learning and development opportunities

• Complimentary toilet paper

• Competitive salaries informed by market standards

• Purpose-driven work at a certified B Corp™ dedicated to social and environmental responsibility