Director Customer Experience

Inclusively is partnering with safety science company to hire a Director Customer Experience. **Please note: this role is NOT an internal position with Inclusively but with the partner company.**

ABOUT INCLUSIVELY:

Inclusively is a digital tech platform that empowers job seekers with disabilities, caregivers, and veterans by using Success Enablers–accommodations and personalized workplace modifications that help all job seekers reach their full potential and excel. This includes all disabilities under the ADA, including mental health conditions (e.g. anxiety, depression, PTSD), chronic illnesses (e.g. diabetes, Long COVID), and neurodivergence (e.g. autism, ADHD).

Create your profile, select Success Enablers, and connect to jobs from our partnered employers who are committed to creating diverse and inclusive teams. When registering, you must acknowledge that this platform is for people with disabilities, caregivers, and veterans. However, Inclusively does not require candidates to disclose their specific disability to join the platform.

RESPONSIBILITIES

• CX Strategy: Design and implement a global customer experience framework that aligns with company goals, enhancing customer satisfaction, loyalty and retention.
• Build & Scale the CX Function: Establish and grow a best-in-class CX team from scratch. Define roles, recruit top talent, and create the operational structure needed to scale CX initiatives effectively. Develop a team culture focused on data-driven decision-making, collaboration, and continuous improvement.
• Data-Driven Insights & Customer Research: Lead and operationalize a robust Voice of the Customer (VoC) program using surveys, analytics, and qualitative research. Transform customer data into actionable insights that drive experience improvements and strategic business decisions.
• Brand-Led Experience Design: Ensure the company’s brand strategy and visual identity inform and enhance the CX strategy, creating a seamless and consistent customer journey, agnostic of the delivery team. Partner with marketing, product, and sales teams to design customer journeys that reinforce brand trust, consistency, and engagement, creating a seamless and consistent customer journey, agnostic of the delivery team.
• Journey Mapping & CX Optimization: Develop detailed customer journey maps to identify friction points and opportunities for improvement. Work cross-functionally to create seamless, engaging experiences that drive retention and advocacy.
• CX Metrics & Performance Tracking: Manage team to track and analyze key performance indicators (KPIs) such as Net Promoter Score (NPS). Continuously track and analyze performance to optimize CX strategies. Report regularly to the executive team on progress and outcomes.
• Customer Advocacy & Engagement: Manage team dedicated to servicing customer concerns and proactively addressing concerns related to fulfillment of services and overall customer satisfaction. Partners with Business and Regional leaders to prioritize opportunities and develop plans to better meet the needs of customers. Serve as the voice of the customer in leadership discussions, ensuring customer needs and expectations are prioritized. Build and scale customer advocacy programs that turn loyal customers into brand ambassadors. Develop strategies for gathering and amplifying customer testimonials, case studies, and referrals.
• Digital-First Customer Experience: Leverage emerging technologies, automation, and AI-driven solutions to optimize customer interactions across digital channels, including self-service tools, customer portals, and personalized engagement platforms.
• Influence & Inspire Change Across the Organization: Act as a CX evangelist by effectively communicating insights and recommendations to senior leadership and cross-functional stakeholders. Use storytelling and data visualization to drive alignment and action. Build connectivity across departments, embedding customer-centric practices throughout the organization and ensuring alignment on CX priorities.
• Cross-Functional Collaboration in a Matrixed Environment: Work closely with marketing, product, sales, and operations teams to embed CX. Drive a customer-first mindset by influencing priorities across organization.
• Technology & Innovation: Recommend and implement CX technologies, tools and platforms, such as AI chatbots, personalization engines, and predictive analytics to enhance customer engagement and efficiency.

QUALIFICATIONS

• Master’s degree in Business, Marketing, Customer Experience, or a related field, preferred
• 10 years of experience in customer experience, brand, marketing, or related roles, with a proven track record of building and scaling teams in a highly matrixed environment.
• Strong background in brand strategy and design, ensuring brand visual and verbal identity is seamlessly integrated into the customer experience.
• Proven ability to recruit, develop and lead teams, with a track record of fostering organizational alignment and collaboration.
• Deep expertise in data-driven decision-making, customer analytics, and VoC methodologies.
• Excellent communication and leadership skills, with the ability to influence stakeholders at all levels.
• Experience with digital-first CX strategies, including self-service, automation, and AI-driven customer engagement tools.
• Proven ability to integrate CX with brand strategy, ensuring consistency and alignment across customer interactions.