Director of Customer Experience

Job Summary

A company is looking for a Director, Voice of the Customer.

Key Responsibilities

• Build and lead a robust Voice of the Customer (VoC) program to capture customer feedback
• Synthesize customer feedback into actionable insights and collaborate with cross-functional teams to enhance customer satisfaction
• Define and execute a comprehensive customer strategy that promotes a customer-centric culture

Required Qualifications

• 8+ years of experience in customer service or customer experience with a focus on VoC initiatives
• 4+ years of team management experience in customer experience or related areas
• Proven ability to translate customer insights into impactful business decisions
• Bachelor's degree required
• Strong understanding of customer support and experience metrics, including NPS, CSAT, and CES