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Customer Experience Design and Operations Director

2 months ago

Boston, Massachusetts, United States Saviance Full time
About the Role

We are seeking a highly skilled Director of Customer Experience Design and Operations to join our team at Saviance. As a key member of our organization, you will be responsible for designing and implementing industry-leading customer experience strategies that drive business growth and foster customer loyalty.

Key Responsibilities
  • Lead the development and execution of innovative customer experience strategies across all touchpoints.
  • Manage and enhance the end-to-end customer journey, ensuring a seamless, engaging, and highly personalized experience.
  • Drive the adoption of new technologies and digital tools to enhance customer interactions and satisfaction.
  • Establish and monitor key performance indicators (KPIs) for service delivery, customer satisfaction, and operational efficiency.
  • Implement feedback mechanisms to gather insights from customers and front-line employees, using this data to drive continuous improvement.
Requirements
  • Bachelor's degree in business administration, CX, Product Management, operations management, or a related field.
  • Minimum of 12 years of experience in customer experience, service design, or a related field, with at least 3 years in a leadership role.
  • Proven track record of designing and implementing successful customer experience strategies.
  • Strong leadership skills with the ability to inspire and manage a diverse team.
  • Proficient in customer experience technologies and platforms.
What We Offer

We offer a dynamic and supportive work environment, competitive compensation, and opportunities for professional growth and development.