Customer Experience Design and Operations Director

2 weeks ago


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

The Director of Customer Experience Design and Operations will be responsible for crafting and implementing cutting-edge customer experience strategies across all touchpoints, ensuring a seamless and engaging experience for customers.

Key Responsibilities
  • Lead the development and execution of innovative customer experience strategies, leveraging industry best practices and standards.
  • Manage and enhance the end-to-end customer journey, driving operational efficiency and customer satisfaction.
  • 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.
  • Coordinate cross-functional collaboration to resolve any customer issues.
  • Analyze operational data and metrics to identify trends, opportunities, and areas for 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.
About Saviance

Saviance is a remote technology consulting firm headquartered in Boston, delivering cutting-edge and cost-conscious software solutions to clients across various industries.



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