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This is page is updated around the 15th of each month.
Sandy Spring Bank is seeking a Client Experience Program Manager who will manage and mature the overall Voice of the Customer capability and related processes; this person will listen to the needs of key stakeholders and analyze and initiate action on client feedback through various qualitative and quantitative methods; he/she will leverage client feedback to support Sandy Spring Bank business priorities and improve client outcomes. This position will manage and mature the overall VoC capability and related process, by listening to the needs of key stake holders and then collecting, analyzing and taking action on client feedback through various qualitative and quantitative methods. (Columbia, Maryland)
Traveler's is hiring a Learner Experience Director who will be responsible for defining and implementing the strategic vision for the effective learner experience. They will assess current processes, recommend improvements, and support implementation of ideas, partner within line of business to define the tenets of an optimal learning experience, focusing on in-person and digital touch points (e.g. new hire training, advanced training, moment-of-need support, post-event coaching, certified learning resources, user-generated resources), and understand the learner experience from the perspective of an individual touch point or event, as well as how to optimize the experience before, during, and after a multi-faceted program. This job does not manage others This job works under General Direction: Establishes procedures for attaining specific goals and objectives in a broad area of work. Generally final results are reviewed. (Typically applies to a manager or expert/top level professional.) (US or Canada)
BASF is searching for a Customer Experience (CX) Strategy Manager, a role that is largely strategic, but requires demonstrated ability to execute. Success will be measured based on the person's ability to strategically develop a cohesive and synergistic strategy, ability to influence effectively, negotiating alignment across businesses and his/her delivery of processes and tools that deliver marketing ROI in an omni-channel environment. (Triangle Park, North Carolina)
Blue Cross Blue Shield South Carolina is seeking a Director of Customer Experience. This new position will direct activities involved in the identification, research, evaluation and quantification of all aspects of a member experience/business solution or activity. They will determine and oversee the development and implementation of customer insight methodologies and digital strategies based on customer needs and technology and member experience road-map development and be responsible for testing approaches through research or usability studies. (South Carolina)
Verisk Analytics is searching for a Director, Client Services to launch and develop a formal Client Experience team and strategy across Verisk's multiple business units. This involves evangelizing the benefits of the Client Experience through internal employee awareness initiatives and planning for long-term systemic and technological data capture to better understand our customer's experiences. (Jersey City, New Jersey)
BB&T is seeking a Senior Client Experience and Market Research Analyst who will lead, manage and direct the Voice of the Client (VOC) programs in addition to managing internal and external qualitative/quantitative client experience and market research initiatives to support Enterprise Marketing, Sales and Experience. This person will manage highly-complex client experience and market research projects conducted from a corporate-wide perspective, the findings of which may have a significant impa)ct on the Company's performance. ( Raleigh, North Carolina; Winston Salem, North Carolina; Atlanta, Georgia)
Volkswagen Group of America is hiring a Director of Customer Experience who will be responsible for the development and implementation of the strategic vision and direction for the Volkswagen Brand Customer Experience. This will take the leadership to work cross functionally between departments, VW North American Region, VWoA, and VWGoA. The Director of Customer Experience will lead the Volkswagen Brand to improving results within the Sales and After-Sales Customer Experience, customer loyalty and service retention. They will serve as a point person within VWoA Operations that can represent the Future Retail Experience. This includes the process for which customer, vehicle, services and dealership will function. (Herndon, Virginia)
Palo Alto Networks is seeking a Director of Online Customer Experience to drive the ongoing management and strategy execution for Palo Alto Networks' Customer Service engagement with partners and customers. The successful candidate will lead a team focused on helping our customers' journeys be successful through finding the right answer to their questions at the right time with Live Community and Customer Support Portal. This leader must have a passion for online communities and support sites. They must understand their dynamics, demonstrate experience working with and executing programs utilizing various community and web software platforms, and display an ability to devise and execute content programs that build vibrant communities and drive customer self-help via the web. They must be able to observe and measure program success and continue to evolve and drive scalable long-term success for an industry leading customer experience. Flexibility, creative problem solving, and the ability to interact with different levels of management and people with different personality styles is necessary. Artistic ability and creativity are essential. (Santa Clara, California)
Abbott is looking for a Director of Global Customer Experience who will oversee the global customer experience strategy and planning, insights, and operations and develop best in class customer experience standards in the division. As a senior member of the Global Commercial Organization leadership team reporting to the Global Commercial Director, the successful incumbent will identify and create global programs to improve customer experience and reduce costs. (Alameda, California)
Lenovo is hiring a Director of Customer Experience who is an experienced CX and UX Research Director to join its team. This role is a highly-visible role that is well-suited for the CX professional who is looking for a challenge in a dynamic, fast-paced, global company. Lenovo is proudly the #1 PC manufacturer in the world. Continued CX and UX excellence is part of our key strategic missions. Drive Customer Experience excellence into Lenovo's PC/Smart Devices business and worldwide (at a corporate level) across all business groups and geographies by creating a unifying global CX strategy. They will refine our existing process for CX measurement and maturity in a 3-year plan, lead monthly senior leadership updates around the business of CX achievements and actions (identify top issues and action plans), drive five phases of customer experience: Know Me, Listen to Me, Design for Me, Respond to Me, Engage with Me. They will lead customer journey mapping efforts across the company, drive CX improvement actions around the global at a business group and regional level, and define and develop Lenovo's CX culture.
VMware is seeking a Director of Customer Experience for the Customer Success Team. This individual will balance a mix of operational, programmatic, strategic and planning responsibilities in support of the business. This is a critical role reporting directly to the VP of Customer Success. The ideal candidate will be someone who has spent time in roles such as business operations, business strategy, marketing or communications. It is very important that this individual can engage and work well across all functional areas of VMware. (Palo Alto, California)
Liberty Mutual is hiring a Director of Immersive Customer Experience who will interpret the strategic vision and programs that impact the way the business interact with customers to ultimately enhance and continuously improve products and services. They will lead the team that creates and delivers immersive learning experiences that build, reinforce, and sustain customer-centric behaviors and skills. They will determine and influence strategic, customer-centric priorities, champion customer-centric principles, and actively cultivate a customer and employee centric culture. (Boston, Massachusetts)
Brightree is looking for a Director of Customer Experience who will report directly to the VP, Customer Experience and be responsible for the consistent achievement of company objectives related to customer satisfaction, retention and growth. Through the execution of effective leadership, the Director of Customer Experience is responsible for creating an environment that empowers their team to grow professionally, while enabling them to be successful with their core responsibilities. They will need to build strong relationships with customers at both the C-Suite and intake/billing management levels, worldwide colleagues, and peers to prevent and resolve escalations; operating in a highly collaborative, communicative and professional manner. (Remote, Georgia)
Tiffany & Co. is hiring a Director of Global Tiffany.com Customer Experience Optimization Roadmap, which reports into the Senior Director - Global eCommerce & Omnichannel, and will deliver truly exceptional Tiffany.com customer shopping experiences across devices and stores. The position works closely with Digital Creative/ UX team, IT, Developers, Marketing and Global Regional eCommerce teams to bring business strategy to life through launching best in class website features & functionality to global Tiffany.com websites. This role will be responsible for thoroughly defining business requirements and thinking through the customer experience to ensure all new Tiffany.com and omnichannel strategic initiatives put the customer experience first, are executed flawlessly and enable seamless shopping experiences. This role will also lead and manage the global A/B testing roadmap- developing the website personalization strategy, aligning with multiple stakeholder groups on A/B testing objectives, and managing the prioritization, business requirements, and execution/ iteration of A/B tests. This role will have 2 direct reports. Initially this role will be intensively focused on Tiffany.com but will evolve over time beyond that. (New York, New York)
CVS Health is seeking a VP of Customer Insight and Experience who will be responsible for driving business results through the development and identification of customer insights that lead to breakthrough opportunities. They will lead the enterprise approach to macro customer segments and collaborate with business partners to grow business with those segments. They will act as the advocate for the customer within the organization and help advance customer experience to build business. In this role, you will lead a team of approximately 20 across Retail, PBM ,Long Term Care, and Specialty business lines. (Woonsocket, Rhode Island)
TransLoc is hiring a Director of Customer Experience to build a strong team and foster long-term success for all customers. As a member of the leadership team, they will be responsible for developing, implementing, and continuously improving the services strategy. More importantly, they will nurture and grow a team to reach their highest potential. They must be a synergist, customer advocate, and will be an expert communicator of metrics, progress and changes. (Durham, North Carolina)
GSM is seeking a Director of Client Services and Customer Success to form and drive the Customer Success organization and create a Customer Success culture at GSM. The Director will be responsible for managing a high-performance team that supports all client activities necessary to achieve long-term customer loyalty through increased service usage and client satisfaction. In this role, they will have the opportunity to build the direction and processes of Customer Success at GSM. A significant part of the role will be to serve as an advocate and liaison between customers and all internal GSM teams. They will ensure that needs and requirements considered critical to the success of our customers are communicated and managed throughout organization.
Land's End is hiring a Director of Customer Care Services who will be responsible for the overall leadership and operations of the Lands' End direct to consumer contact centers, with a passion for the delivery of our customer experience. They will provide strong people and business leadership, sound strategic and tactical execution, and a focus on employee engagement and elevating the customer experience. They will drive balanced success in the areas of customer service, technology, efficiency, and revenue. (Dodgeville, Wisconsin)
Biogen is seeking a Vice President of Customer Excellence and Operations to enable excellence in business performance and customer experience for their US market. Leading a team of approx. 90 FTEs they will have responsibilities to provide strategic insights, manage innovative capabilities and business operations across franchises through multiple operating units field force excellence, insights, data & analytics, multichannel marketing, congresses, operations management etc. Acting as a strategic partner to US leadership, he/she will act as an internal catalyst of change, a true transformational leader driving constant evolution and improvements seeking both effectiveness and efficiency in order to optimize Biogen Commercial Excellence. The role will also require the leader to have exceptionally strong influencing and collaborating skills and an ability to develop effective relationships with key internal and external stakeholders. (Weston, Massachusetts)
Patagonia is hiring a Director of Customer Experience that is a proven leader who embodies their mission - "Build the best product, cause no unnecessary harm, use business to inspire and implement solutions to the environmental crisis." They will define, create, and lead the implementation and execution of innovative strategies that deliver a consistent and trusted service experience for Patagonia customers. To create competitive advantage, and ultimately drive revenue growth through well-served and engaged customers, this individual will champion the customer experience while balancing the realities of our business needs. The Director of Customer Experience will also work cross functionally with leaders of the eCommerce, Marketing, and Retail divisions. (Reno, Nevada)
Exide Technologies is seeking a Director of Premier Customer Experience, Americas, who will lead Premier Customer Experience relationships with key OE and OES customers for all of the Americas by ensuring management of scorecards and key improvement action identification. The successful candidate will develop strong customer relationships and manage customer satisfaction metrics. They will utilize a network of operations and engineering resources to evaluate products and processes, analyze root causes of deficiencies and ensure proper corrective actions are implemented in a timely manner. They will participate in cross-functional team efforts to make improvements to products and processes ensuring the highest quality products are delivered to the customer. Markets served include transportation original equipment and aftermarket, network and motive power. This position requires a thorough understanding of quality systems, ability to build strong customer relationships, and managing in a matrix organization. (Milton, Georgia)
DCA Outdoor Inc. - Colonial Gardens is looking for a Director of Customer Experience and Event Planning who is a visionary and dynamic leader, with experience leading an organization's customer experience program and their event planning. The candidate must possess an entrepreneurial spirit and have the drive and tenacity to be responsible for all decisions involving customer service strategy, event planning, organizational culture, and the overall customer experience. They will define and execute on KPI's that maximize impact on positive brand image, ensure strategies are designed to align with overall customer experience strategy and supports the needs of customers, while regularly assessing Colonial Gardens retail sales, marketing, and service teams are working together to deliver seamless customer service to increase loyalty. (Blue Springs, Missouri)
Cigna is hiring a Vice President of Customer Advocacy Operations who will manage between 5 to 6 managers with a total of 500-750 indirect reports. This role is responsible for leading aspects of the end-to-end call center experience for Customers. This role primarily focuses on customer service for business administered on Proclaim, PMcoloHS and for CareAllies/Qani, Cigna Supplemental Benefits. The VP will engage and motivate a large team of people with diverse skills, responsibilities and geographic locations. They will drive collaboration with matrix partners to understand and deliver upon promises to our customers, clients and employees. (USA)
JumpCloud is seeking a Director Customer Experience to take the helm of the company's customer experience initiatives. In this new role, the Director of Customer Experience (CX) is responsible for steering the strategy, implementation and management of projects and processes designed to improve the overall product adoption, use and customer experience across the organization. They will be reporting to the Chief Product Officer and the Director of CX will work collaboratively with myriad departments and resources within, and external to, JumpCloud. These interfaces will include, but not be limited to, customer base, UI designers and engineers, product management and marketing teams, customer success and support engineers as well as with executive team at large. This is a strategic role, which is critical to truly express and execute on company's 'customer first' mantra, it's ideal for someone who wants to solve big problems with customer delight and satisfaction as the driving goal. (Boulder, Colorado)
Prologis is looking for a Vice President of Customer Experience who will concept, define, design and deliver relevant, compelling and differentiated experiences for customers and brokers. The team is lean, so this role's responsibilities range from big picture thinking to detailed analysis, planning and tactical execution. They will envision, define and deliver meaningful relevant and differentiating customer experiences, from research through business case, concept, pilot, roll-out and metrics, work autonomously with limited oversight while collaborating across functions and around the globe, complete research and analyze data to develop and/or support hypotheses and recommendations, both of which must be grounded in fact, and define critical path and project plans, including budgets, timelines, risks, etc. among others. (San Francisco, California)
West Monroe Partners is hiring a Customer Experience Strategy Director who is a seasoned management consultant to take on a leadership role leading a Digital Strategy offering. The Director will be expected to grow a team of local clients and recruit and a team of consultants. This role entails significant responsibility in managing the client relationship at the executive levels while providing direction and oversight to project teams. They are seeking candidates with relevant consulting leadership and client development experience. Most importantly, candidates should be passionate about what they do and enjoy a fun, entrepreneurial environment. (Minneapolis, Minnesota)
U.S. Bank is seeking a Director of Strategic Insights and Voice of the Customer who will lead a team of Insight Managers to drive action through insights. The team functions as an enterprise resource to analyze, synthesize and socialize customer insights with our various internal partners. This role will lead enterprise knowledge integration efforts, deep dives on key enterprise topics impacting loyalty and differentiated experiences. The Director also spearheads development of the master insight communication plan for the Voice of the Customer team.
Oracle is looking for a Director of Customer Evangelism and Experience to act as a "master story teller with a passion for achieving customer outcomes and knack for continuously improving the customer experience" to lead their Cloud Experience Center and Customer Experience Program. They are looking for someone who is passionate about creating great customer experiences, are willing to take risks moving fast and learning, have very high expectations for self and others, thrive in bringing clarity in a dynamic continuously changing environment, and find meaning and pride in work well done.
World Vision Canada is seeking a Customer Segments Manager to apply leading practices in customer experience to design the elements of the customer persona and journeys, consider the multi-channel customer experience, plan enhancements, functionality in identifying the marketing activities to support customer preferences and drive the development and execution of the marketing activities for the segment with relevant marketing teams. (Mississauga, Ontario)
World Vision Canada is hiring a Manager, Multicultural Experience to apply leading practices in customer experience to design the elements of the multicultural persona and journeys. This person will be the subject matter expert to define the specific customer journey and to derive insights and make recommendations based on analytics and will tie data and insights back to specific pipeline activities. (Mississauga, Ontario)
Circle of Care is hiring a Director of Client Services to deliver a seamless care experience for clients and families, grounded in principles of equitable access, individualized care, quality, and evidence-based best practices. The Director will ensure the team assesses, designs, directs, implements, evaluates and monitors, and authorizes care delivery to clients that best meets their current and anticipated future needs. The Director will attract, develop and retain a high-performance team of employees and support staff by providing leadership, which facilitates effective systems and business processes, and a positive workplace culture. (Toronto, Ontario)
DMTI Spatial is looking for a business savvy, technical and customer oriented Director of Services and Customer Success. This role is responsible for leading a Customer Success Team, which includes supporting the success of clients throughout their entire lifecycle and leading the design, development, and deployment of multiple concurrent, complex software projects. Being part of the Senior Management Team (SMT), the Director of Services & Customer Success, will contribute and align with other department heads for continuing the evolution of day-to-day operations and long-term corporate strategy. (Markham, Ontario)
ITA is looking for a Customer Experience Director responsible for developing and leading the implementation of initiatives intended to elevate focus on the ITA customer while ensuring alignment to corporate goals. The Director will successfully understand and echo the Voice of Customer throughout the organization, Provincial Ministry and to key stakeholder groups. The Director of Customer Experience will also collaborate closely with internal departments and leverage technology to continually seek opportunities to improve the customer experience and where possible, drive to a self-service delivery model. (Richmond, British Columbia)
Aeryon Labs is seeking a Director of Customer Support and Training Programs who will have a direct impact on enabling and solidifying customer's success with Aeryon product(s) and services. This leader will set the strategic vision for the Support and Education Team ensuring that support and education systems, processes and programs are designed and executed in such a way that customers receive best in class product education and are fully supported during times where challenges may arise with product usage. (Waterloo, Ontario)
RTOWN is looking for a Customer Success Director who will be in charge of Customer ROI and Retention, Gross Margin % on P&L, and Employee Performance and Retention. They will work with the team to grow customer success rates and act as an operational leader in the Digital Media Agency space. They will offer solutions to customers through strategies that help them grow and achieve the scale they're looking for. They will work with the CEO to create leaders to distribute various product line. (Ontario, Toronto)
President's Choice Bank is hiring a Director of Customer Service who will be responsible for oversight and customer interaction of the contact center, IVR, Digital, on-line & mobile channels, of the MasterCard business. This individual will ensure that the business areas are operating within the established service levels while delivering on the PCF brand experience by assisting in planning and developing the longer term strategic direction of the MasterCard Operations department, creating the volume projections and related expense targets working with the finance team, senior managers on the operations team as well as with the sales and credit risks teams, and identifying opportunities to improve on quality customer interactions and minimize costs. (Toronto, Ontario)
LoginRadius Inc. is seeking a Director of Customer Success to lead their customer success team. This person will be responsible for driving outcomes such as increasing renewal rates, reducing churn, and influenceing future strategies for loyalty. They will define and optimize the customer lifecycle by driving alignment with renewals and cross- selling strategies. They will hire, train and manage a team of Account Managers, Tech Support Engineers and Implementation Engineers by motivating both the teams and individuals to exceed objectives through coaching and regular tracking of results and productivity. (Vancouver, British Columbia)
RBC is looking for a Director or Customer Experience and Strategic Design who will help shape SDCOE's consumer research and user-centered design practices, while being fully embedded within the Business Ecosystem to help develop highly innovative solutions that delight and transform how entrepreneurs and startups grow their businesses. They will oversee the work of a diverse group of designers, researchers, marketers and analysts by providing a deep understanding of target segments and their unmet needs, market/competitive factors and insights, new product design, concepting and testing, and value proposition development and go-to-market strategy and planning with the goal of achieving the Business Ecosystem team's goals and objectives. They will also be an ambassador and thought-leader in the space of innovation, market trends and SDCOE's practices to support RBC's higher order objective of innovation leadership to help form the SDCOE identity, culture and philosophy to; grow the capacity and competency of the team, and; attract, retain and develop top talent.
TRACKTIK is hiring a Director of Customer Success who will be responsible for a multi-faceted role with a strong focus on ongoing client management and relationship building. They are looking for someone with technical knowledge, training and project management skills, as well as impeccable relational skills for customers and internal team. They will create Win/Win environments for all parties in partnership with sales, and will define the overall Customer success strategy and overall retention, satisfaction and growth across Tracktik's umbrella of accounts. They are seeking a leader who will evolve customer success management function's strategy, processes, and execution, acting as a catalyst to improve the outcomes and quality of customer experience. (Montreal, Quebec)
Holt Renfrew is seeking a Director of Store Experience, Personal Shopping and Elite Client Relations. They will Partner with the DVP, Elite Client Relations to strategize and lead complex cross-functional strategies to address and develop recommendations for major opportunities and issues as it relates to key store projects. They will merge and lead efforts of two independent teams consisting of Store Experience and Personal Shopping/ Elite Client Relations to work cross-functionally and cohesively with the stores to drive results while demonstrating thought-leadership and ensuring solutions are based on strong analytics and insights. They will lead teams to implement new initiatives, leverage best practices and partner with cross functional teams to drive and sustain positive results in profitable sales, Associate and Management professional development, customer service, clienteling efforts and personal shopping growth among others. (Toronto, Ontario)
Uberflip is hiring a Director of Customer Success to work with the SVP Revenue and leadership team to set the strategy and processes for the customer success and education teams while defining segmentation of customer-base and varying strategies. They will refine Coaching/Account Management processes for account planning, customer QBRs, education processes for post-sales onboarding/training and handoff to Coaching Team, and develop Support Team processes for ticket escalation and advanced customer implementations. This role will model hiring, education, onboarding and strategies to hit KPIs and identify gaps in success. (Toronto, Ontario)
360Insights is seeking a Director of Analytics and Insights to identify and validate urgent and pervasive business needs, connect with customers, prospects, investors and thought leaders to clearly understand the market need for channel insights, validate market demand via interviews, focus groups, website tests, pre-sales discussions, and clearly define the personas and problem statement of the company. They will then work closely with development teams to iteratively deliver product with quick time-to-market and create and maintain a visionary product roadmap for channel insights that explicitly connect the product to the business challenge it solves for clients and bring those solutions to market. To do so, they will define pricing and packaging for the channel insights product, take a leading role in winning and driving success at the first set of lighthouse clients, and finally, educate internal and external stakeholders on platform features and benefits. (Whitby, Ontario)
SEDNA is hiring a Director of Customer Service who will work with customers to understand their problems, discover their needs, and then coach them on ways SEDNA can solve them. They will ensure customers launch SEDNA successfully, adopt it widely and are continually deriving business value from SEDNA. They will also help provide memorable support experiences for customers and earn their trust, so they drive advocacy and adoption of SEDNA. They will respond to, investigate, and resolve enquiries and technical issues, identify and measure key performance indicators for our customer success practices and endeavours, and provide values-based leadership reflective of the organization and which allows our staff and customers to thrive. (Vancouver, British Columbia)
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