Associate Director - Customer Experience Strategy

We are looking for someone passionate about improving how customers experience our brand across all touchpoints. This role will focus on identifying pain points, designing solutions, and driving initiatives that improve customer satisfaction and NPS. The right person will be hands-on, analytical, and able to work with teams across product, operations, and support to ensure our customers have a seamless journey.

Key Responsibilities

• Own customer experience metrics, including NPS, CSAT, and first response/resolution times.
• Analyze customer feedback and journey data to identify recurring issues and improvement areas.
• Partner with product and operations teams to design and roll out initiatives that address customer pain points.
• Create playbooks, SOPs, and best practices for consistent customer service delivery.
• Run customer surveys, focus groups, and voice-of-customer programs to capture insights.
• Track the impact of initiatives and continuously refine strategies to improve customer delight.
• Act as the voice of the customer in leadership discussions.

We are looking for:

• More than 5 years of experience in customer experience, customer success, or related roles.
• Proven experience in improving customer satisfaction and NPS in a consumer-facing business.
• Strong analytical skills with the ability to turn feedback and data into actionable insights.
• Process design mindset able to set up scalable solutions, not just one-time fixes.