Director of Customer Satisfaction Excellence

3 weeks ago


Charlotte, North Carolina, United States Brightspeed Full time
About Us

Brightspeed is a dynamic company that aspires to contemporary ways of working. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. Our HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC.

Job Description

We're looking for a highly skilled Director, Customer Experience to join our team. As a key leader, you'll be responsible for developing and implementing a comprehensive customer experience strategy that aligns with the company's business goals and customer-centric vision.

This includes managing a robust Voice of the Customer program to capture and analyze feedback from surveys, reviews, and other channels. You'll use this insights to prioritize investments in areas that directly impact the customer experience and align with business objectives.

You'll also map and analyze end-to-end customer journeys to identify pain points and opportunities for improvement. By leveraging journey analytics, you'll prioritize initiatives that drive meaningful, measurable improvements in the customer experience.

The ideal candidate will have a proven track record of developing and implementing customer experience strategies, using customer insights to drive performance improvements, and collaborating with cross-functional teams to achieve business objectives.



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