Customer Experience Design and Operations Director
2 weeks ago
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.
- 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.
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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