Infor · 3 days ago

Senior Director of Customer Experience Design

United States

Full-time

Remote

Director

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Information and Communications Technology (ICT)Information Services

Work & Life Balance

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Responsibilities

Customer Lifecycle Design & Strategy: Establish and communicate the strategy for post-sale customer journey transformation. Develop and implement design & strategies that align with the company's objectives and customer expectations.

Map and Optimize the Customer Lifecycle.: Lead the design and optimization of the customer journey. Identify key moments, touchpoints, and implement interventions that enhance engagement, adoption, and overall customer sentiment.

Collaboration and Stakeholder Engagement: Build relationships with internal teams, meet w customers, User Groups & Councils, and partners to gather insights and feedback. Intentionally design the customer and partner experience with stakeholders across all customer facing teams.

Feedback and Value Framework: Design methods to listen, learn, and act on a closed loop customer listening program. Partner with product teams to develop frameworks that guide customers through ideal adoption paths. Use data to create personalized experiences maps and content that drive value realization and customer success, at scale.

Operational Excellence and Innovation: Oversee the integration of CX design with business operations, leveraging technology and data to enhance efficiency and effectiveness.

Performance Measurement: Define and monitor key performance indicators (KPIs) for customer experience initiatives. Report on the impact of CX strategies to senior management, ensuring transparency and accountability.

Qualification

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Customer ExperienceCustomer SuccessSaaS EnvironmentCustomer Journey MappingCX InitiativesAdoption JourneysAutomationProcess StreamliningBusiness ManagementProject PlanningExecution TrackingKPI ManagementProblem-SolvingStrategic PlanningCommunicationTeamworkMeasurement FrameworksData AnalysisData InsightsERP SoftwareCritical Thinking

Required

Experience in Customer Experience and/or Customer Success within a technology or SaaS environment.

Experience in strategic planning, customer journey mapping, and implementing CX initiatives, especially in a post-sales role and/or adoption journeys.

Background in leveraging tools, tech, and automation to streamline processes, drive efficiency, and enable the effective management of the business.

Experience with cross-functional coordination, including project planning and management, execution tracking, decision making, and KPI management.

Preferred

Experience with proficiency in measurement frameworks, data analysis, and leveraging data to create insights and recommendations that drive clarity and accountability in a highly matrixed organization.

Experience in simplifying complex problems with strong critical thinking skills.

Prior experience in an ERP software.