Director, Customer Experience

Location: Albany-Schenectady-Troy, NY

Compensation: $111,000 to 150,000 bonus

Travel: Up to 10%

Benefits:Medical, Dental, Vision, FSA/HSA, 401(k) with match, PTO, and more!

Education: Bachelors degree in Business, Marketing, or a related field

Required Experience:

• Proven experience in customer experience leadership, with at least 8-10 years in progressively senior roles, including experience leading a team.
• Strong experience in customer journey mapping, process optimization, and implementing technology solutions to improve customer experience.
• Track record of driving CE transformation, leveraging data and technology to optimize customer satisfaction and loyalty.
• Demonstrated ability to lead teams through periods of change and growth, particularly during acquisitions or organizational restructuring.
• Exceptional communication skills, with the ability to effectively influence and collaborate across diverse teams.
• A strategic thinker with strong business acumen and the ability to align customer experience efforts with broader business objectives.
• Knowledge of key CE metrics and the ability to analyze data to drive decisions and improvements.

About the Role:

We are seeking a dynamic and strategic Director of Customer Experience (CE) to lead and shape the customer experience journey across our U.S. customer base. As the voice of the customer across multiple departments, you will play a key role in driving the strategic direction of our customer experience initiatives while aligning them with our broader business goals.

This role requires a leader who is passionate about transforming the customer experience by leveraging technology, understanding the entire customer journey, and managing change. As we navigate an exciting acquisition and team restructuring, your ability to guide, develop, and inspire a diverse team through change will be essential for success.

Key Responsibilities:

• Leadership & Team Development: Lead, mentor, and develop a team of customer experience professionals. Foster a collaborative, high-performing environment focused on customer satisfaction and continuous improvement. Drive accountability through consistent team performance, goals attainment and shared success for the customer.
• Strategic Oversight: Own and drive the U.S. customer experience strategy, ensuring alignment with overall business goals and customer-centric growth initiatives. Work with cross-functional teams, including sales, operations, and business intelligence, to integrate customer experience efforts across the organization.
• Customer Journey Mapping & Transformation: Lead the design and implementation of customer journey mapping processes, ensuring a comprehensive understanding of the end-to-end customer experience from start to finish. Identify pain points and opportunities for improvement, leveraging technology and innovation to drive transformation.
• Customer-Centric Initiatives: Develop and execute initiatives aimed at improving customer satisfaction, loyalty, and advocacy. Monitor key performance indicators (KPIs) and other metrics to assess the effectiveness of CE programs and make data-driven decisions to optimize outcomes.
• Change Management: Guide the team through organizational changes, including those related to our recent acquisition, ensuring clear communication, empathy, and support to maintain morale and productivity.
• Collaboration Across Teams: Serve as the central liaison between the CE team and other departments (sales, operations, business intelligence, etc.), championing the customer experience perspective in decision-making processes.
• Technology & Process Improvement: Leverage technology to streamline and improve customer experience processes. Continuously evaluate and integrate new tools and platforms that enhance CE delivery and operational efficiency.
• Continuous Improvement: Champion a culture of continuous improvement by regularly assessing customer experience, soliciting feedback, and leading initiatives to optimize touchpoints across the customer lifecycle.