Director, Customer Experience

We are a leading provider of distributed residential services, dedicated to enhancing the lives of our customers through innovative and reliable solutions. We believe that exceptional customer experiences are at the heart of our success, and we are committed to fostering a culture of service excellence.
Position Overview: The Director, Customer Experience will play a pivotal role in defining and executing our customer experience strategy across all service channels. This leader will ensure that our customers receive seamless, high-quality service from initial inquiry to ongoing support, enhancing satisfaction and loyalty.
Key Responsibilities:

• Strategic Leadership: Develop and implement a customer experience strategy tailored to the unique needs of our residential services customers, ensuring alignment with company goals.
• Customer Journey Optimization: Map and analyze the customer journey to identify pain points and opportunities for improvement across all touchpoints, including digital platforms and in-home services.
• Team Development: Lead, mentor, and grow the customer experience team, fostering a culture of empowerment, accountability, and continuous improvement.
• Data-Driven Insights: Leverage customer feedback, surveys, and data analytics to gain insights into customer needs and preferences, driving informed decision-making.
• Cross-Functional Collaboration: Partner with Operations, Marketing, Sales, and Technology teams to ensure a cohesive and integrated customer experience across all service offerings.
• Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and ensuring that their feedback drives business initiatives.
• Performance Measurement: Establish and monitor KPIs related to customer satisfaction, retention, and engagement to assess the effectiveness of customer experience initiatives.
• Innovation: Stay abreast of industry trends and best practices, integrating innovative solutions to enhance the overall customer experience.

Requirements
Qualifications:

• Bachelor's degree in Business, Marketing, or a related field; MBA preferred.
• 10+ years of experience in customer experience, customer service, or related fields, with a proven track record in leadership roles, ideally within the residential services sector.
• Strong analytical skills with a demonstrated ability to use data to drive decision-making and strategy.
• Exceptional communication and interpersonal skills, with a passion for customer advocacy and service excellence.
• Experience with customer experience technologies, including CRM systems and feedback tools.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing customer needs.

What We Offer:

• Competitive salary and performance-based bonuses
• Comprehensive benefits package, including health, dental, and retirement plans
• Opportunities for professional development and career advancement
• A collaborative, innovative work culture focused on service excellence