Director, Customer Experience Systems & Insights
About the role:
Build a clear, visible, and effective system for intake, prioritization, and sequencing, with proactive reporting on delivery dates that stay within scope and meet customer needs
Translate stakeholder needs into tool assessment, selection, implementation, and ongoing optimization
Drive adoption and optimization of the CX tech stack to align with critical workflows, both within CX and across other teams
Build executive-ready dashboards and reporting that uncover trends, measure performance, and turn data into actionable business insights
Demonstrated experience owning a CX tool stack end-to-end, including optimization, adoption, reporting, and vendor management
5+ years in customer experience, support operations, or a related operations role, with at least 2 years in a leadership capacity
Experience building reporting and analytics infrastructure used by executive leadership
Passion for building scalable spreadsheets, forecasting models, and capacity plans that drive operational decisions
Experience managing a team, including at least one direct analyst or coordinator-level report
Track record of process improvements with measurable impact on efficiency or cost
Industry credentials such as CCXP (Certified Customer Experience Professional) are highly valued
Demonstrated experience utilizing AI for building and/or optimizing processes
Experienced user of Salesforce, Hubspot, Churnzero or Gainsight, project management software (Klient and or Wrike), Zendesk, Gong, and related tools