Senior Director of Customer Experience

Our client is looking for a Senior Director of Customer Experience to elevate their customer engagement and satisfaction efforts. In this strategic role, you will lead the development and implementation of customer experience initiatives that drive loyalty and enhance the overall customer journey.

Your expertise will guide a team dedicated to providing outstanding service and will ensure that customer feedback informs all aspects of our business. This is an opportunity to make a significant impact on our organization's growth and reputation.

To learn more about the company, please visit Keller Executive Search’s website:

https://www.kellerexecutivesearch.com/executive-recruitment-headhunters-milwaukee/

Key Responsibilities:

• Develop and execute a comprehensive customer experience strategy aligned with the company's mission and objectives.
• Lead the customer experience team in fostering a culture of excellence and customer-centricity throughout the organization.
• Analyze customer feedback and behavior data to identify trends, areas for improvement, and opportunities for innovation.
• Collaborate with departments across the organization to integrate customer insights into product development, marketing, and service solutions.
• Establish metrics and KPIs to evaluate customer experience initiatives and drive ongoing improvement efforts.
• Engage with customers directly to understand their needs and elevate their overall satisfaction.
• Provide mentorship and coaching to team members, promoting professional growth and skill development.
• Stay informed on industry trends, best practices, and emerging technologies in the customer experience domain.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field; MBA preferred.
• 8+ years of experience in customer experience management, with at least 5 years in a senior leadership role.
• Demonstrated success in developing and implementing customer experience strategies that drive results.
• Strong analytical skills with experience in customer feedback analysis and data-driven decision-making.
• Exceptional leadership and interpersonal skills, with a passion for customer advocacy.
• Proven ability to influence organizational change and foster collaboration across diverse teams.
• Excellent verbal and written communication skills.
• Familiarity with customer experience software and tools is a plus.

Benefits

• Remote Work

• Permanent Position
• 30-Day Paid Leave
• 5-Day Work Week
• A competitive salary, reflective of your experience: $180,000 to $230,000
• Health insurance coverage

Equal Employment Opportunity and Non-Discrimination Policy

Equal Employment Opportunity Statement: Both Keller Executive Search and our clients are Equal Opportunity Employers. For all positions, whether with Keller Executive Search or our clients, qualified applicants will receive consideration for employment without regard to race, skin color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran status, disability, genetic information, or any other legally protected status. 

Commitment to Diversity: Keller Executive Search and its clients are committed to fostering a diverse and inclusive work environment where all individuals are valued and respected. 

Reasonable Accommodations: Both Keller Executive Search and our clients are committed to providing reasonable accommodations to individuals with disabilities and pregnant individuals. We engage in an interactive process to determine effective, reasonable accommodations.  

Compensation Information: For client positions, compensation information is available in the job post. If not provided, it will be shared during the interview process in accordance with applicable laws. When required by law, salary ranges will be included in job postings. Actual salary may depend on skills, experience, and comparison to current employees in similar roles. Salary ranges may vary based on role and location. 

Compliance with Laws: Both Keller Executive Search and our clients comply with federal, state, and local laws governing nondiscrimination in employment. This policy applies to all employment terms and conditions, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

Workplace Harassment: Both Keller Executive Search and our clients expressly prohibit any form of workplace harassment based on race, skin color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. 

E-Verify Participation: Keller Executive Search and/or our clients may participate in E-Verify. Information about E-Verify participation will be provided during the application process where applicable. 

Privacy and Pay Equity: 

• California Residents: For more information about the categories of personal information we collect for recruiting and employment purposes, please review our Privacy Policy at www.kellerexecutivesearch.com. 

• Colorado, Nevada, New York City, California, and Washington Residents: Compensation information is available in the job post or will be provided during the interview process if not initially available. 

• Both Keller Executive Search and our clients are committed to pay equity and conduct periodic pay equity analyses in accordance with applicable laws. 

State-Specific Information: 

• Rhode Island: We do not request or require salary history from applicants. 

• Connecticut: We provide wage range information upon request or before discussing compensation. 

• New Jersey: We do not inquire about salary history unless voluntarily disclosed. 

Veteran Status: Both Keller Executive Search and our clients provide equal employment opportunities to veterans and comply with applicable state laws regarding veteran preference in employment. If you are a veteran, please inform us during the application process. 

Genetic Information: In accordance with federal and state laws, both Keller Executive Search and our clients do not discriminate based on genetic information. We do not request or require genetic information from applicants or employees, except as permitted by law. 

Local Laws: Both Keller Executive Search and our clients comply with all applicable local laws and ordinances regarding employment practices in the areas where we operate. 

Note: This job posting may be for a position with Keller Executive Search or one of our clients. The specific employer will be identified during the application and interview process. Employment laws and requirements may vary depending on the employer and location.