Application Deadline: 11/9/2025 or until position is filled

General Summary

The Director of Customer Experience (CX) will develop and execute strategies to improve customer satisfaction and loyalty across all touchpoints, driving business growth. This senior-level role involves managing teams, analyzing data, and collaborating cross-functionally to foster a customer-centric culture within the organization.

Essential Duties/Responsibilities

• Strategy Development: Develop and lead the end-to-end customer experience strategy, ensuring it aligns with the company's mission and business goals. Stay on top of industry-leading trends and incorporate new technologies to innovate the customer experience.
• Customer Journey Optimization: Analyze and map complex customer journeys across all products, services, and touchpoints to identify friction points and opportunities for improvement.
• Data Analysis and Insights: Leverage data analytics to interpret customer feedback, monitor customer behaviors, and predict customer intent. Use these insights to build and enhance products, policies, and communication.
• Cross-Functional Collaboration: Partner with engineering, marketing, sales, and IT teams to implement effective solutions and drive a customer-centric culture across the entire organization. This includes leading large-scale cross-functional projects to improve and standardize service processes.
• Performance Monitoring: Establish and track key performance indicators (KPIs) such as NPS, CSAT, and retention rates to measure the effectiveness of CX initiatives.
• Operational Excellence: Oversee CX operations, driving efficiency and scalability through automation and process improvements. This includes establishing service level standards for response times and issue resolution.
• Customer Feedback Systems: Implement processes to capture, analyze, and act on customer feedback and concerns.
• Culture Building: Drive the creation of a company-wide culture that prioritizes and celebrates customer-centricity.
• Other duties as assigned

Job Requirements

• Bachelor's degree in a related field, or equivalent experience, master's degree preferred.
• Experience: 7–10+ years of progressive experience in customer experience or related roles within a large, enterprise-level organization. Experience managing large-scale call centers and leading digital transformation initiatives.
• Leadership: Proven leadership experience building and mentoring teams, with strong interpersonal skills. Inspire, motivate, and guide a team to deliver exceptional customer experiences.
• Industry Knowledge: Deep understanding of the telecommunications industry, including broadband services, technologies, and common pain points like billing and network reliability.
• Technical Skills: Proficiency with customer relationship management (CRM) software (e.g., Salesforce), customer journey analytics, and contact center technologies.
• Strategic Thinking: Ability to see the "big picture" and develop long-term plans to achieve strategic goals.
• Communication: Excellent oral and written communication skills to convey strategies and collaborate effectively.
• Analytical Skills: Proficiency in data analysis to identify trends, extract insights, and drive data-informed decisions.
• Project Management: Ability to manage complex projects and initiatives related to customer experience.
• Customer-Centric Mindset: A strong advocate for the customer, with a deep understanding of their needs and how to address them.

Working Conditions

• Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Working conditions may include being in an open (shared) cubicle/workspace area.

Disclaimer

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.

Please feel free to review our Benefits at the following link: https://www.risebroadband.com/about/careers/benefits/