Director, Customer Experience Systems – Insights

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

📋 Description

• The Director of Customer Experience Systems & Insights is accountable for designing, scaling, and enhancing systems that influence and provide insights into the complete customer journey, along with relevant leading and lagging success indicators.

• This position will convert company priorities into customer experience initiatives and translate them into daily operational practices by managing the tool stack and budget, implementing AI and self-service automation and governance, and supervising metrics and reporting for the leadership team and Board.

• Reporting directly to the Chief Customer Experience Officer, this role is centered on systems and processes, collaborating closely with the CX leadership team as internal clients to prioritize, sequence, and analyze metrics to facilitate and influence decision-making.

⛳️ Requirements

• Proven experience managing a customer experience tool stack from start to finish, including optimization, adoption, reporting, and vendor management.

• Over 5 years of experience in customer experience, support operations, or a related operations role, with a minimum of 2 years in a leadership position.

• Experience in developing reporting and analytics frameworks utilized by executive leadership.

• A strong interest in creating scalable spreadsheets, forecasting models, and capacity plans that guide operational decisions.

• Experience in team management, including at least one direct report at the analyst or coordinator level.

• A history of implementing process improvements that have quantifiable effects on efficiency or cost.

• Industry qualifications such as CCXP (Certified Customer Experience Professional) are highly esteemed.

• Proven experience leveraging AI to build and/or refine processes.

• Proficient user of Salesforce, Hubspot, Churnzero or Gainsight, project management software (Klient and/or Wrike), Zendesk, Gong, and similar tools.

🏝️ Benefits

• Performance Bonus: Apart from the stated pay range, this role qualifies for a performance-based bonus linked to the achievement of specific, predefined KPIs and personal performance objectives.