Director, Customer Experience

1 Year ago • All levels • Customer Service

Job Summary

Job Description

Seeking a strategic, customer-obsessed Director of Customer Experience to lead and elevate all aspects of the customer journey, from purchase and onboarding through product use, adoption, and advocacy. This role is responsible for shaping a seamless, high-quality experience across all touchpoints, ensuring customers achieve maximum value from solutions. Key responsibilities include owning and optimizing the end-to-end customer journey, championing a customer-first mindset, developing and executing customer experience strategies, leading cross-functional initiatives with Sales, Product, Marketing, Support, and Engineering, collecting and analyzing customer feedback, driving product adoption and engagement, assuring quality of customer interactions, leading and developing the customer experience and UX/UI team, and reporting on customer experience metrics to senior leadership.
Must have:
  • Lead and optimize end-to-end customer journeys
  • Develop and execute customer experience strategies
  • Foster a customer-centric culture
  • Map customer journeys and identify friction points
  • Collaborate with cross-functional teams
  • Analyze customer feedback and insights
  • Drive product adoption and engagement
  • Ensure quality assurance for customer touchpoints
  • Lead and develop customer experience teams
  • Track and report on customer experience metrics

Job Details

Director of Customer Experience 

Overview 

We are seeking a strategic, customer-obsessed Director of Customer Experience to lead and elevate every aspect of our customers’ journey—from purchase and onboarding, through implementation, to ongoing product use, adoption, and advocacy. This leader will be responsible for shaping a seamless, high-quality experience across all touchpoints, ensuring our customers achieve maximum value from our solutions. 

Key Responsibilities 

  • Customer Journey Ownership: 
    Own and optimize the end-to-end customer experience, including purchasing, onboarding, implementation, product usage, and adoption. Map and continually refine the customer journey to identify and eliminate friction points.
     
  • Customer-Centric Culture: 
    Champion a customer-first mindset across the organization. Foster a culture where every team member understands and prioritizes customer needs and satisfaction.
     
  • Strategy & Execution: 
    Develop and implement customer experience strategies that drive satisfaction, retention, and loyalty. Works alongside Competitive Intelligence teams to benchmark our strategy and execution relative to competitionSet clear goals and KPIs, and measure the effectiveness of initiatives.
     
  • Cross-Functional Leadership: 
    Collaborate with Sales, Product, Marketing, Support, and Engineering to ensure a unified and consistent customer experience. Lead cross-functional initiatives to address customer pain points and improve processes.
     
  • Customer Feedback & Insights: 
    Establish systems to collect, analyze, and act on customer feedback from multiple channels. Use data and insights to inform product and process improvements.
     
  • Adoption & Engagement: 
    Drive initiatives to increase product adoption, usage, and customer engagement. Develop programs and resources that help customers realize the full value of our solutions.
     
  • Quality Assurance: 
    Monitor and improve the quality of customer interactions and product experiences. Implement standards and processes to ensure consistency and excellence at every touchpoint.
     
  • Team Leadership & Development: 
    Build, mentor, and inspire a high-performing customer experience and UX/UI team. Set clear expectations, provide regular feedback, and foster professional growth.
     
  • Reporting & Continuous Improvement: 
    Track and report on customer experience metrics and KPIs. Present findings and recommendations to senior leadership, and drive a culture of continuous improvement.
     

Skills and Experience needed….

  • Previous experience a similar role ideally within the Cyber industry and/or high-performance enterprise cloud SaaS software environments  
  • Proven experience leading and optimizing end-to-end customer journeys, including purchase, onboarding, implementation, and ongoing engagement.
  • Demonstrated ability to develop and execute customer experience strategies that drive satisfaction, retention, and loyalty.
  • Strong track record of fostering a customer-centric culture and championing customer-first initiatives across diverse teams.
  • Expertise in mapping customer journeys, identifying friction points, and implementing process improvements to enhance the overall experience.
  • Skilled in cross-functional leadership, collaborating effectively with Sales, Product, Marketing, Support, and Engineering to deliver a unified customer experience.
  • Advanced ability to collect, analyze, and act on customer feedback and insights to inform product and process enhancements.
  • Experience designing and launching programs that increase product adoption, usage, and customer advocacy.
  • Proficient in establishing and monitoring quality assurance standards to ensure consistency and excellence at every customer touchpoint.
  • Strong leadership and team development skills, with a history of building, mentoring, and inspiring high-performing customer experience and UX/UI teams.
  • Analytical mindset with experience tracking, reporting, and presenting customer experience metrics and KPIs to senior leadership, driving continuous improvement.

#LI-GC1

DEI Statement

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.

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About The Company

We save companies the embarrassment of awkward data slip ups by disrupting cybercriminal activity. We think fast, go big and always demand more. We work hard, deliver – and repeat. We grow with meaningful determination. And put success well within our reach. We empower each other, live by our values, and always deliver on our purpose. We push each other to be better and expect to be pushed back. This is a community of respect. Where everyone is counted.

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