Global Customer Experience Strategy Director

About the Role

Key Responsibilities

• Develop and implement a global customer experience strategy aligned with the company's vision and goals.
• Lead and manage a team of customer experience professionals, providing guidance, mentorship, and support.
• Analyse customer feedback, market trends, and competitive insights to identify opportunities for improvement.
• Collaborate with product, marketing, sales, and support teams to ensure a cohesive and integrated customer experience.
• Design and implement customer journey maps, personas, and other tools to enhance customer understanding and engagement.
• Monitor and measure key performance indicators (KPIs) related to customer experience, providing regular reports and insights to senior leadership.
• Drive initiatives to improve customer satisfaction, retention, and advocacy.
• Stay up-to-date with industry best practices and emerging trends in customer experience management.
• Establish governance frameworks to oversee customer experience initiatives, ensuring accountability and effective decision-making.
• Utilize customer data and insights to inform strategy, identify pain points, and uncover opportunities for improvement.
• Collaborate with senior leadership and stakeholders to advocate for customer experience priorities and secure necessary resources.
• Drive innovation by exploring new tools and methodologies to enhance the customer journey.

Requirements

• Bachelor's degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
• Proven experience in a senior customer experience or strategy role, preferably in a global organization.
• Strong leadership and team management skills.
• Excellent analytical and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Ability to work collaboratively across departments and regions.
• Proficiency in customer experience management tools and software.

Nice to Have

• Experience with emerging technologies and industry best practices in customer experience.

Qualifications

• Bachelor's degree in Business, Marketing, or a related field.
• MBA or advanced degree preferred.

Benefits & Perks

• Comprehensive benefits package including medical, dental, vision, and life insurance.
• Flexible work arrangements.
• Paid family leaves.
• 401(k) + match.
• Well-being and recognition programs.
• 12 holidays per year.
• 15 days of paid time off per year (pro-rated in the first year).
• Opportunity to purchase company stock (eligibility depends on start date).
• Military leave benefits.