What are the responsibilities and job description for the Director of Customer Experience position at Crayon?
- Excited to take on a high-impact, strategic role, where you will shape the customer and partner experience from the ground up, lead innovative initiatives, and drive long-term success through retention, advocacy, and growth?
- Want to be part of a results-driven team that drives meaningful change, shapes strategic decisions, and makes a real impact on the future of customer experience at Crayon?
- Ready to join Crayon US, a company driving digital transformation, influencing CX strategy, and consistently recognized for excellence and a great workplace?
Practical Information:
Location: Dallas, US | Reports to: Manager, Client Success | Visa Requirements: Valid working visa for US | Language Requirements: Professional level English written and verbal | Work Arrangement: Remote or Hybrid | Learn more: crayon.com
As our new Director of Customer Experience, you will be responsible for enhancing customer and partner engagement, improving retention, and driving advocacy through structured feedback programs, automation, and strategic initiatives. In this role you will establish and lead Customer & Partner Advisory Boards (CAB/PAB), implement data-driven insights, and collaborate across RevOps, Sales, and Marketing to optimize the customer journey.
Key responsibilities
- Promote a customer-first mindset internally, inspiring teams to prioritize engagement, satisfaction, and long-term retention
- Develop and lead Customer & Partner Advisory Boards (CAB/PAB) to strengthen engagement and drive service innovation
- Analyze customer and partner data to identify trends, improve NPS/CSAT, and optimize customer lifetime value and process efficiencies
- Enhance the customer journey through mapping key touchpoints, identifying improvement areas, and driving retention and advocacy programs
- Collaborate with Sales Enablement and Marketing to amplify customer success stories, align messaging, and drive engagement campaigns
Your Competencies
- CX & Engagement Expert: proven experience leading CX initiatives, including Advisory Boards
- Insights-Driven: expertise in using NPS, CSAT, and analytics tools to enhance customer retention and advocacy
- B2B experience
- Experience in CX Automation & AI and proficiency with CRM automation, AI-driven engagement, and feedback management tools
- Cross-Functional Leader: ability to collaborate effectively with Sales, Marketing, RevOps, and Product teams to enhance the customer journey
About You
- You are a customer-centric and strategic thinker, passionate about driving exceptional customer experiences while aligning CX efforts with revenue growth
- You are an influential leader and collaborator, with proven ability to engage cross-functional teams and drive meaningful change without direct authority
- You are data-driven and action-oriented, with a talent for leveraging insights, analytics, and customer feedback to enhance engagement and retention strategies
What's on Offer?
- Flexible PTO
- 401K
- Opportunity to work in a hybrid or remote environment
- Healthcare
- Maternity and Paternity Leave
At Crayon, we are deeply committed to fostering a culture of diversity, equity, inclusion, and belonging (DEIB). We believe that diversity in all its forms strengthens our team and enhances innovation and effectiveness. We welcome applications from individuals of all backgrounds, regardless of race, colour, age, origin, religion, sexual orientation, gender (identity), genetic information, neurodiversity, disability, or any other basis protected by local laws and regulations.
When filling vacancies, we prioritize equally qualified candidates who bring diverse backgrounds and experiences, helping to enrich our team dynamics and foster a vibrant, inclusive work environment.
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