Director, Customer Experience
New
B
B LabCustomer experience
The candidate filling this role must be a resident of Pennsylvania at the start of employmentFull-TimeDirector
Salary120,000 - 150,000 USD per year
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Job Details
- Experience
- 8+ years of experience in Customer Experience, Customer Success, Customer Operations, Digital Product Experience, Service Delivery, Service Design, or related fields.
- Required Skills
- Account ManagementCustomer support
Requirements
- Bring 8+ years of experience in Customer Experience, Customer Success, Customer Operations, Digital Product Experience, Service Delivery, Service Design, or a related field.
- Have experience designing, delivering, and continuously improving customer experiences through digital products and services.
- Demonstrate the ability to use customer insights, behavioural data, and service performance metrics to drive product and service improvements.
- Have experience building and scaling customer support, self-service, learning, and account management capabilities for digital customer experiences.
- Show a strong track record of leading cross-functional improvements across product, technology, operations, and customer-facing teams in complex organisations.
- Must be a Pennsylvania resident at the start of employment and within commuting distance of the Philadelphia office.
- Must hold U.S. work authorization without time limitations or other restrictions.
Responsibilities
- Lead the design and continuous improvement of end-to-end customer journeys across certification, products, and services.
- Define customer experience principles, journey standards, and service expectations across the organisation.
- Lead customer research, voice-of-customer programmes, journey analytics, and customer insight capabilities.
- Translate customer insight into recommendations for improving products, services, processes, and organisational strategy.
- Lead customer learning, enablement, and support strategies, and measure their impact on adoption, satisfaction, and retention.
- Lead customer operations and service delivery, including service standards, support models, escalation pathways, and process optimisation.
- Partner with Product and Technology to improve operational tooling, automation, self-service capabilities, and customer data.
- Coordinate customer engagement and account management practices across regions, products, and customer segments.
- Develop common customer engagement frameworks and equip teams with tools, dashboards, and practices for proactive customer relationships.
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