Director, Customer Experience Strategy – Solutions

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

📋 Description

• Facilitate alignment among Program, Product, and Operations teams by defining priorities, timelines, and responsibilities.

• Acquire in-depth knowledge of the customer experience and support ecosystem related to assigned programs/products.

• Act as a trusted advisor utilizing customer insights and operational perspectives.

• Lead planning, updates, and execution discussions to facilitate clear decision-making.

• Provide leadership with insights into progress, risks, and trade-offs.

• Influence priorities and solution design for Operations, Program, and Product teams.

• Convert Program and Product strategies into practical support models.

• Oversee end-to-end administration readiness for peak testing periods.

• Create scalable processes, tools, and operating models in collaboration with workstream owners.

• Identify and mitigate risks, dependencies, and gaps prior to delivery impact.

• Manage customer experience across various programs and products.

• Establish and operationalize success metrics such as CSAT, FCR, and operational readiness.

• Oversee call center performance in relation to success metrics.

• Analyze customer experience data, operational metrics, and feedback.

• Identify breakdowns in the customer journey and lead root cause analyses.

• Transform insights into prioritized actions to enhance products, services, and support operations.

• Utilize historical data, retrospectives, and performance trends to improve future readiness.

• Deliver actionable insights to Program and Product teams to shape roadmap decisions.

⛳️ Requirements

• Minimum of 5 years of experience in client-facing, customer liaison, account management, or operations roles.

• Background in Customer Insights is advantageous.

• Ability to comprehend strategic priorities and align stakeholders around common objectives.

• Experience in converting business goals into actionable plans, roadmaps, and measurable outcomes.

• Proven experience leading cross-functional initiatives without direct authority.

• Capability to develop expertise in customer needs, behaviors, journeys, and pain points.

• Experience in leveraging customer insights and operational knowledge to influence product strategy, program priorities, service delivery, and enhancements to customer experience.

• Familiarity with Cresta, Salesforce, Tableau, and Claude/AI models.

• Proficient in accessing, analyzing, and interpreting customer data, feedback, and trends.

• Ability to translate insights into recommendations that support operational improvements and business decisions.

• Skilled at creating structure, establishing processes, and providing clarity in ambiguous and complex settings.

• Capacity to anticipate risks, identify dependencies, eliminate blockers, and maintain project momentum.

• Authorization to work in the United States.

• Enthusiasm for expanding educational and career opportunities in a mission-driven context.

• Curiosity about emerging technologies and openness to adopting AI-driven solutions.

• Comfort in independently and proactively learning and applying new digital tools.

• Exceptional written and verbal communication skills that are clear and concise.

• A learner’s mindset with a commitment to personal growth.

• Ability to embrace diverse perspectives and provide timely, respectful feedback.

• Proficient in solving complex problems and making data-informed decisions.

• Collaborative and empathetic approach to teamwork.

• Ability to work effectively across differences, build trust, and contribute to shared success.

🏝️ Benefits

• Option for fully remote or hybrid work for candidates residing near CB offices.

• Eligibility for annual bonuses.

• Opportunities for merit-based raises and promotions.

• A mission-driven workplace where your contributions are valued.

• A team dedicated to your development and success.

• Comprehensive benefits package available.

• A supportive team environment.

• Meaningful career opportunities.

• Remote-first workplace policy.