Director, Customer Experience

We are currently looking for a Director, Customer Experience to join our growing team! In this role, you will lead the organization responsible for mapping, measuring, and improving the end-to-end customer lifecycle — from Join → Get → Enjoy → Manage → Support → Leave  — ensuring every interaction delivers simplicity, trust, and value.

You will unite Journey Management and CX Insights & Optimization into one integrated function that connects customer insight to tangible action. You will drive the company’s “ridiculously easy” experience vision, working cross-functionally to identify friction points, prioritize improvements, and translate customer feedback into measurable business outcomes.

As a Director, Customer Experience, your duties and responsibilities will include:

CX Journey Leadership (Join, Get, Enjoy, Support)

• Lead four Journey Managers responsible for designing, governing, and improving customer experiences across each lifecycle stage:
  • Join: Simplify awareness, shopping, and order experiences to increase conversion and reduce pre-install cancels
  • Get: Streamline scheduling, installation, and onboarding to ensure reliable, right-first-time activation and early tenure satisfaction
  • Enjoy/Manage: Optimize in-life experiences (usage, billing, plan management) to increase trust, self-service, and retention
  • Support/Leave: Deliver fast, empathetic, and low-effort resolution experiences, minimizing repeat contacts and churn
• Ensure each journey has a defined vision, roadmap, north-star metrics, and governance cadence
• Champion “voice of the customer” and “voice of the agent” feedback loops to uncover systemic friction and drive design improvements
• Partner with Product, Marketing, IT, Care, and Field Ops to embed CX standards and ensure readiness before launch

CX Insights, Strategy, Performance & Optimization

• Lead the CX Insights Manager who owns:
  • Define CX metrics: Establish NPS, CSAT, CES, and effort frameworks that quantify experience quality and link to business performance
  • Govern KPI reporting: Oversee governance for experience dashboards and quarterly scorecards; maintain consistent measurement standards
  • Quant/Qual research & VOC: Run Voice of Customer and Voice of Agent programs, social listening, complaint analysis, and segmentation
  • CX Strategy & Guiding Principles: Define CX operating model, design principles, and alignment frameworks that guide decision-making across teams
  • Employee CX Training: Develop and deliver training on CX principles, empathy, and experience design for customer-facing and internal teams
  • Feedback to Product & Roadmap: Partner with Product to integrate CX findings into roadmap prioritization and feature design
• Integrate qualitative insights (VOC, advisory councils) with quantitative analytics (NPS trends, root-cause diagnostics, operational KPIs)
• Drive continuous improvement programs using data and experimentation to validate CX impact on key outcomes (churn, ARPU, cost-to-serve)

CX Governance & Operating Rhythm

• Oversee the CX governance model and ensure all journey teams follow standard frameworks for discovery, prioritization, and measurement
• Facilitate monthly “Voice of Customer” reviews, quarterly CX scorecard updates, and cross-functional readouts
• Partner with Analytics, Product, and Marketing Operations to link CX KPIs to business performance indicators (revenue, retention, service cost)
• Champion CX within executive forums and influence enterprise planning and resource decisions

Leadership & Collaboration

• Lead, coach, and develop a team of five CX managers spanning journey ownership and insights disciplines
• Foster a collaborative, outcome-driven culture that values transparency, accountability, and measurable impact
• Act as a bridge between customer-facing operations and internal development teams to ensure experience fixes are prioritized and executed effectively
• Represent the CX organization in strategic planning, governance, and investment discussions