IDEMIA Public Security · 4 hours ago
Director Customer Experience
US
Full-time
Onsite
Lead/Staff, Director/Executive
$135K/yr - $168K/yr
5+ years expIDEMIA Public Security is a leader in biometric-based solutions, transforming organizations globally. The Director of Customer Experience will be responsible for managing performance metrics, leading data-driven decision making, and collaborating across teams to enhance customer success and operational efficiency.
Computer Software
No H1B
U.S. Citizen Only
Responsibilities
Define, establish, and continuously refine a comprehensive suite of KPIs for delivery, project management, technical support, and customer success functions, ensuring alignment with organizational goals and objectives
Lead the design, development, and ongoing maintenance of interactive dashboards and reporting systems that visualize key performance trends, identify anomalies, and highlight areas for improvement across all operational areas
Champion a data-first culture, leveraging insights from dashboards and reports to inform strategic decisions, optimize resource allocation, and drive process enhancements
Proactively monitor performance against established KPIs, conducting deep-dive analyses to understand root causes of deviations and forecast future trends
Collaborate with product, engineering, sales, and marketing teams to integrate data sources, ensure consistency in metrics, and provide a holistic view of the customer journey and operational efficiency
Utilize project delivery KPIs (e.g., on-time completion rates, budget adherence, defect rates, velocity) to assess team performance and identify bottlenecks
Implement analytical frameworks to optimize resource allocation and project scheduling, ensuring efficient use of personnel and budget
Drive continuous improvement in delivery processes by analyzing historical project data and performance metrics, turning insights into actionable strategies
Manage and mentor technical project managers, technical leads, and other delivery staff, guiding them in leveraging data for their daily operations and decision-making
Spearhead the tracking, analysis, and reporting of customer experience metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and churn rate
Oversee the collection, analysis, and interpretation of qualitative and quantitative data from customer surveys, translating feedback into actionable improvement initiatives
Develop and monitor KPIs related to customer retention, lifetime value (LTV), and expansion opportunities, using data to inform strategies for growth and risk mitigation
Manage and mentor technical leads and customer support staff, empowering them with data tools and insights to enhance customer interactions and issue resolution
Qualification
Required
Bachelor's degree in Engineering, Computer Science, Business Analytics, or a related quantitative field
5+ years of progressive experience in delivery management, operations, business intelligence, or customer success roles with a strong focus on data analytics and performance measurement
Proven expertise in defining, implementing, and reporting on KPIs within a technical delivery or customer-facing environment
Demonstrable experience designing, developing, and utilizing interactive dashboards (e.g., Tableau, Power BI, Looker) for operational insights
Strong analytical skills with the ability to interpret complex data sets, identify trends, and translate findings into clear, actionable recommendations
Proficiency in data analysis tools and methodologies, including statistical analysis and predictive modeling concepts
Excellent understanding of customer experience metrics (NPS, CSAT, CES) and their application in driving continuous improvement
Exceptional communication skills, with the ability to present complex data insights clearly and persuasively to technical and non-technical stakeholders
Strong leadership capabilities with a proven track record of managing and mentoring teams
Must be a sole US citizen without dual citizenship
Must be able to successfully pass various background screening requirements including criminal history, education, credit, and drug screen as well as obtain any required program specific credentials and certifications
Preferred
Master's degree preferred
Benefits
Bonus
Benefits
Company
IDEMIA Public Security
As our world becomes increasingly digitally connected, personal identity and security only become more important.
Founded in 1984Courbevoie, FR
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Donnie Scott
Chief Executive Officer
Doug Harvey
Chief Technology Officer
Company data provided by crunchbase