Brightspeed · 1 day ago

Director, Customer Experience

Charlotte, NC

Full-time

Remote

Director/Executive

8+ years exp

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Hiring Manager

Sheenah Smith

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Responsibilities

Developing and implementing a comprehensive customer experience strategy that aligns with the company’s business goals and customer-centric vision.

Managing a robust Voice of the Customer program to capture and analyze feedback from surveys, reviews, and other channels.

Mapping and analyzing end-to-end customer journeys to identify pain points and opportunities for improvement.

Overseeing the development and optimization of processes within contact centers.

Leading the evolution of self-service capabilities, ensuring they are intuitive, reliable, and effective in meeting customer needs.

Developing and overseeing processes for deploying resources to initiatives that have the greatest measurable impact on customer experience.

Building and leading a high-performing customer experience team, fostering a culture of collaboration, accountability, and innovation.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Experience StrategyVoice of the CustomerCustomer Journey AnalyticsContact Center OperationsSelf-Service PlatformsData AnalyticsStakeholder ManagementMicrosoft Office SuiteProject Management