Associate Director - Customer Experience Strategy

Role Overview: You will play a crucial role in enhancing the customer experience across all touchpoints for our brand. Your main responsibilities will include identifying pain points, designing effective solutions, and leading initiatives to boost customer satisfaction and NPS. To succeed in this role, you should be hands-on, analytical, and capable of collaborating with various teams, including product, operations, and support, to ensure a seamless customer journey. Key Responsibilities: - Own and improve 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 enhancement. - Collaborate with product and operations teams to develop and implement initiatives that address customer pain points. - Develop playbooks, SOPs, and best practices to ensure consistent delivery of exceptional customer service. - Conduct customer surveys, focus groups, and voice-of-customer programs to gather valuable insights. - Monitor the impact of initiatives and continuously adjust strategies to enhance customer satisfaction. - Represent the voice of the customer in high-level leadership discussions. Qualification Required: - More than 5 years of experience in customer experience, customer success, or related roles. - Demonstrated track record of enhancing customer satisfaction and NPS in a consumer-facing business. - Strong analytical skills with the ability to translate feedback and data into actionable insights. - Process design mindset with a focus on establishing scalable solutions rather than one-off fixes.,