Director Customer Experience

2 weeks ago


Grand Rapids, United States Robert Half Full time

Customer Experience Director to join our team and deliver capabilities and solutions across these key areas: Customer Success, Customer Support, and Customer Account Management. The CX Director will lead strategy, ideation, and concepts across the customer journey, and will be primarily focused on retention, cross-sell and upsell. In this role, you will be drive forward CX initiatives - performing customer impact and customer data analysis’, ensure cross-channel and cross-product alignment, and identify opportunities to improve the experience – all through the customer lens; driving customer outcomes with a heightened focus on retention.


Primary Responsibilities

Set the vision and strategic plan for the department that will increase product participation, reduce churn, and drive growth through retention and upselling

Define and optimize customer lifecycle processes

Ensure that the CX team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey

Enable a two-way stream with customer facing teams to derive meaningful insights for improvement; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding, and sales teams to align with the larger CX strategy

Clarify ownership for each part of the customer experience journey within the team

Encourage problem solving, strategic thinking, and customer-orientation amongst the team

Measure and track delivery ROI on identified transformation opportunities for CX along with driving continuous process improvement culture across customer experience

Improve and differentiate the customer experience while considering the impact on operations

Develop strategies to improve customer loyalty by improving customer satisfaction or reducing churn rates


Skills and Experience Needed

Bachelor’s Degree and/or equivalent experience; with a minimum of 10 years’ experience designing and/or developing customer experience

Proven experience and track record of developing and scaling CX operations

Superior communication, leadership, and presentation skills

Ability to interpret and leverage data insights to constantly enhance customer experience

Ability to influence key stakeholders and build consensus

Ability to develop strong working relationships within the team and at all levels

Ability to develop, train, and build a high-performing CX team that efficiently aligns with the customer experience strategy

Ability to make decisions and problem solve while under pressure

Experience with CRM, ERP, and Salesforce systems



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