Customer Experience Director
The Customer Experience Director will lead the Voice of the Customer (VOC) team to capture, analyze, and act on customer feedback across all channelswhile integrating operational and inferred data such as product and service delivery metrics, SLA adherence, and support resolution times. This role owns the end-to-end survey strategy, from design and deployment to results interpretation and follow-up, ensuring customer insights are paired with performance data to drive measurable improvements in products, services, and the overall customer journey.
Program Leadership & Strategy
- Lead the development, execution, and continuous improvement of the Voice of the Customer program.
- Define VOC objectives, success metrics, and governance to ensure consistent feedback capture and action.
- Integrate inferred data sources (e.g., delivery timelines, SLA compliance, defect rates) into VOC analysis for a holistic customer view.
- Build cross-functional alignment around VOC insights and recommendations.
Survey Design & Execution
Oversee the design of customer surveys, ensuring alignment with business goals and customer journey touchpoints.Apply best practices in question design, sampling, and survey methodology to maximize response quality and accuracy.Manage survey deployment schedules across multiple customer segments and geographies.Monitor and optimize survey response rates, proactively identifying ways to reduce survey fatigue while increasing engagement.Partner with analytics teams to ensure survey data is integrated into enterprise data platforms for broader analysis.Team Management
Manage and mentor the VOC team, providing clear goals, guidance, and professional development opportunities.Oversee day-to-day operations, ensuring timely execution of surveys, interviews, and feedback collection.Data Analysis & Insights
Consolidate customer feedback from surveys, call transcripts, support tickets, social media, and other listening posts.Incorporate operational and performance datasuch as product and service delivery KPIs, SLA adherence, and quality metricsto identify root causes of customer sentiment.Oversee the analysis of customer sentiment trends and their correlation with operational performance.Ensure insights are actionable, prioritized, and aligned with business objectives.Closing the Loop
Partner with product, operations, marketing, and support teams to implement feedback-driven improvements.Establish and monitor "close the loop" processes to ensure customers see tangible responses to their input.Reporting & Communication
Deliver regular VOC reports, dashboards, and executive presentations combining direct feedback with performance metrics.Tell the story of the customer experience in a compelling way that drives organizational action.Champion a customer-first culture across all levels of the organization.Requirements
Qualifications
Bachelor's degree in Business, Marketing, Communications, or related field.5+ years in customer experience, insights, or related roles, with at least 2 years in a leadership capacity.Proven experience designing, executing, and managing customer survey programs.Strong analytical skills with experience combining customer feedback and operational performance data.Proficiency with survey platforms (e.g., Qualtrics, Salesforce Feedback Management, Survey Monkey) and data visualization tools (e.g., Tableau, Power BI).We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
