Associate Director - Customer Experience Strategy

Job Description: As someone passionate about improving how customers experience our brand across all touchpoints, you will focus on identifying pain points, designing solutions, and driving initiatives that enhance customer satisfaction and NPS. You must be hands-on, analytical, and collaborate effectively with teams across product, operations, and support to ensure our customers have a seamless journey. Key Responsibilities: - Own customer experience metrics, such as NPS, CSAT, and first response/resolution times. - Analyze customer feedback and journey data to pinpoint recurring issues and areas for improvement. - Collaborate with product and operations teams to develop and implement initiatives addressing customer pain points. - Develop playbooks, SOPs, and best practices for consistent customer service delivery. - Conduct customer surveys, focus groups, and voice-of-customer programs to gather valuable insights. - Monitor the impact of initiatives and continually refine strategies to enhance customer satisfaction. - Represent the voice of the customer in leadership discussions. Qualifications Required: - More than 5 years of experience in customer experience, customer success, or related roles. - Demonstrated track record of improving customer satisfaction and NPS in a consumer-facing business. - Strong analytical skills with the ability to translate feedback and data into actionable insights. - Possess a process design mindset to establish scalable solutions, not just one-time fixes.,