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SVP Customer Experience
1 month ago
Uniphore is one of the largest B2B AI-native companies—decades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes, across multiple industry verticals, and enables the largest global deployments. Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co-pilot to guide you. We understand better than anyone how to capture voice, video and text and how to analyze all types of data. As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees. Job Description: Key Responsibilities: Develop and implement a comprehensive customer experience strategy aligned with the company’s goals and objectives. Lead the CX team in identifying and analyzing customer needs, pain points, and feedback to inform product and service enhancements. Collaborate with cross-functional teams, including marketing, sales, product development, and operations, to ensure a seamless and integrated customer journey. Establish metrics and KPIs to measure customer satisfaction and experience, driving continuous improvement initiatives based on data-driven insights. Advocate for the voice of the customer at all levels of the organization, fostering a customer-centric culture. Oversee the development of customer support processes and tools, ensuring efficient and effective service delivery. Identify and implement innovative technologies and methodologies to enhance customer interactions and engagement. Lead, mentor, and inspire the CX team to achieve excellence and professional growth. Qualifications: Proven experience (1-5+ years) in customer experience leadership roles, preferably within the AI space. Strong understanding of customer journey mapping, customer feedback mechanisms, and experience design. Demonstrated success in developing and implementing customer experience strategies that drive business results. Excellent analytical and problem-solving skills, with the ability to translate insights into actionable strategies. Exceptional communication and interpersonal skills, capable of influencing stakeholders at all levels. Experience with CX technologies and tools (e.g., CRM systems, customer feedback platforms). A passion for enhancing customer satisfaction and loyalty through innovative approaches. Hiring Range: $0 - $0 - for Primary Location of USA - CA - Palo Alto The specific rate will depend on the successful candidate's qualifications and prior experience. In addition to competitive base pay, this position also includes an annual incentive opportunity based on target achievement, pre-IPO stock options, benefits including medical, dental, vision, 401(k) with a match, and more, plus generous paid time off, paid holidays, paid day off for your birthday and other paid leave policies to support employees through all phases of life. Location preference: USA - CA - Palo Alto Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. For more information on how Uniphore uses AI to unify—and humanize—every enterprise experience, please visit www.uniphore.com. At Uniphore, we are building the defining Enterprise AI and automation platform to propel the planet’s most engaging customer and employee experiences. We need your help. #J-18808-Ljbffr
