Role Objective:
The Senior Director of Customer Experience is responsible for shaping and executing customer experience strategy across all touchpoints. This role ensures that every interaction reflects our values, drives customer satisfaction, and supports business growth.
Roles & Responsibilities:
- Define and implement CX vision, strategy, and roadmap.
- Align CX initiatives with company goals, ensuring customer satisfaction drives retention and growth.
- Represent the voice of the customer at the executive level, influencing product, operations, and business decisions.
- Oversee multi-channel operations (voice, non-voice, chat, social, and self-service).
- Ensure SLAs, KPIs, and quality standards are consistently met across all teams.
- Partner with Workforce, Quality, and Training to optimize staffing, processes, and agent enablement.
- Drive initiatives to improve CSAT, NPS, and customer loyalty.
- Ensure CX teams are equipped with training, tools, and knowledge to deliver exceptional service.
- Act on insights from customer feedback and analytics to enhance service delivery.
- Champion automation, AI, and self-service solutions to scale CX efficiently.
- Introduce new technologies and methodologies to improve workflows and customer journeys.
- Lead transformation projects that redefine the CX standards.
- Partner with Product, Tech, Operations, and HR to align CX initiatives with business priorities.
- Provide regular updates to executive leadership on CX performance, risks, and opportunities.
- Influence cross-functional teams to prioritize customer-centric initiatives.
REQUIRED EDUCATION, KNOWLEDGE, AND SKILLS:
- 10–15+ years of experience in CX, customer support, or contact center leadership.
- Proven track record in leading large, multi-channel CX organizations.
- Experience with CX platforms (Zendesk, Genesys, NICE, Salesforce, Freshdesk, etc.).
- Strong background in operational excellence, workforce planning, and quality management.
- Bachelor's degree in Business, Management, or related field; MBA or advanced degree preferred.
- Strong leadership and people management skills, with proven ability to lead managers and directors.
- Deep expertise in CX metrics, KPIs, and multi-channel support operations.
- Strategic thinker with strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Ability to foster innovation and continuous improvement at scale.
