The Executive Director, Customer Experience, is responsible for leading key areas of the customer experience (CX), including leading and driving technology transformation across onboarding, customer service and operations. This individual is well-versed in driving transformation for customer experience initiatives and has implemented technology transformation initiatives across a large scale in software organizations. This person lives and breathes the data behind customer experience, driving data-obsessed teams. Strong preference for having driven transformation using generative AI, with an understanding of the latest technology in AI and machine learning. This role involves analyzing customer data, identifying opportunities for improvement, and deploying new technologies to streamline processes and personalize interactions.
This role ensures strategic alignment between client needs and internal capabilities, fostering seamless onboarding, system deployment, and integration efforts. The position requires strong leadership, cross functional collaboration, and a commitment to excellence in execution through technology transformation.