Director, Customer Experience

3 months ago

Boston, United States Duck Creek Technologies Full time

**Director, Customer Experience**

***Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.***

WHAT WE ARE ABOUT:

Duck Creek is an insurance industry leader, driving transformation and delivering modern SaaS solutions that help insurers set a new standard and revolutionize how consumers interact with insurance companies.

As a leading technology provider to the insurance industry, we don't just build great software to help insurers conduct business. We deliver software with a fully managed service model that empowers insurance companies to transform their business. With Duck Creek OnDemand, insurers are introducing groundbreaking new products faster than ever before, making smarter data-driven decisions, enhancing the customer experience to meet evolving expectations, and adapting to shifting market conditions and regulatory requirements.

Duck Creek is proud to be a Remote-First employer, empowering our employees with the choice to work from an office, from home, or on a hybrid schedule. Our remote-first environment fosters inclusion, collaboration, and ensures a consistent employee experience regardless of location. We support our employees in making a decision that allows them to be the most productive they can be both at work and home.

If working in a fast-paced, rapidly evolving company that is transforming one of the world's oldest and largest industries into a standard for innovation and open exchange sounds exciting, let us know. We are excited for your career to be Made on Duck Creek.

WHAT YOU'LL DO:

The Director, Customer Experience is a leader of the Customer Experience function, aiming to help the organization deliver experiences which meet customer needs and drive loyalty and growth. The role will assist to establish and mature customer listening post programs, bringing discipline and scalability to the process of taking feedback and driving change from it. The Director, Customer Experience will work to launch metrics and reporting systems which measure the customer impact of improvement initiatives, and manages the cross-functional teams which determine CX priorities and implement changes. Additional responsibilities include to support the cultural transformation to a customer-centric organization, partnering with other teams to put initiatives in place.

+ Leads customer survey program to collect and analyze customer feedback.

+ Leads additional customer listening post programs including CABs.

+ Manages and enhances CX metrics and reporting to maximize business impact.

+ Leads development of customer data analytics efforts to identify at-risk clients and predict future customer outcomes

+ Manages cross-functional CX steering committee process to identify, prioritize and implement improvements to the customer experience

+ Supports customer communication efforts aimed at transparency and partnership-building

+ Leads journey mapping efforts to analyze the experience from the customers perspective and help define the ideal experience

+ Supports cultural change initiatives aimed at prioritizing the customer in every aspect at Duck Creek

+ Manages the team(s), and assumes people management responsibilities including, but not limited to, staffing, the management of direct reports, and subordinate team members, setting performance objectives, conducting annual performance reviews, and recommends pay actions

- Develops staff members through coaching and fostering of a positive work environment

- Leads the members to accomplish assignments within functional and/or organizational projects.

+ Performs other related duties and activities as required.WHAT YOU'VE DONE:

+ Bachelors degree and 10+ years professional experience

+ Experience with CX as a discipline and interest in continual learning on emerging trends and latest research

+ Experience with analyzing customer data from disparate systems and leveraging it for operations, analysis and modeling

+ Experience facilitating customer feedback sessions and internal journey mapping sessions

+ Experience leading complex change in a cross-functional team

+ CCXP certification a plus

+ SaaS experience a plus

+ Ability to connect the dots across the business

+ Curiosity about business drivers and their technical challenges

+ **Travel: 0-10%**

+ **Work Authorization:** Legally authorized to work in the country of the job location.

+ **Physical:** *Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.*Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and continuously improve our products, services, and systems. As such, Duck Creek is committed to providing equal opportunity to all employees and applicants - to recruit, hire, train, and reward employees for their abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status.

Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.

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