Director of Customer Enablement

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

📋 Description

• Develop and implement continuous user research initiatives, which include customer outreach, qualitative interviews, customer panels, and quantitative surveys.

• Direct and expand the cross-divisional Customer Experience (CX) working group.

• Collect insights from frontline customers and align research outcomes across the organization.

• Transform intricate research into high-level insights that support strategic objectives and investment choices.

• Create and sustain multi-year Customer Enablement Roadmaps for both digital and non-digital adoption.

• Collaborate with central Digital Experience teams to ensure capabilities align with validated research and growth prospects.

• Identify scalable enablement initiatives for centralized development and worldwide implementation.

• Define, monitor, and report on metrics related to digital adoption, retention, engagement, usage depth, and expansion.

• Lead and mentor a team of Customer Enablement and Customer Growth Specialists.

• Establish testing protocols, baseline metrics, and feedback mechanisms to enhance program effectiveness.

• Enhance customer-facing processes, prepare sales and CSR teams, increase customer education adoption, and improve self-service efficiency.

• Mitigate recurring customer pain points.

⛳️ Requirements

• Over 8 years of pertinent experience in Customer Experience (CX), Customer Growth, Digital Strategy, or Market Research within a complex, multi-brand/matrix organization.

• Proficient in both qualitative and quantitative user research methods, customer feedback gathering, and market research techniques.

• Demonstrated success in utilizing data, analytics, and performance metrics to enhance the adoption of digital tools and platforms, customer retention, and revenue growth.

• Strong capability to distill complex data and insights into clear growth narratives that resonate with various cross-divisional stakeholders.

• Competence in defining, tracking, and reporting on growth and enablement metrics.

• Ability to lead and mentor Customer Enablement and Customer Growth Specialists.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• Generous employer 401K match.

• Paid time off (PTO).

• Holiday pay.

• Short-term and long-term disability benefit plans.

• Above-benchmark paid maternity and parental leave.

• Bonus opportunities in accordance with the Company’s incentive plans.

• Paid time off to volunteer.

• Employee Resource Group network.