Director of Client Experience

About the Role

The Director of Client Experience is responsible for the development and implementation of company-wide initiatives that improve customer relations and brand loyalty. This position is focused on using market research, competitive intelligence, operational, marketing, and voice of client data to design differentiated client experiences. This role will deliver experiences that delight customers and create promoters of our product. 

What You'll Do

• Manage initiatives that focus on new projects and customer experience enhancements 
• Drive end-to-end project execution from initial assessment through recommendation and implementation
• Simultaneously develop and manage detailed road maps for multiple projects
• Have primary responsibility for program KPIs
• Build relationships with key stakeholders across the business to define needs and deliver holistic solutions
• Think and act in ways that put our customers first and make them promoters of our products and services
• Host, attend and engage in various focus groups and customer support group activities
• Interpret and leverage data insights for constantly enhancing customer experience

• Budgeting for initiatives, including monitoring and controlling costs
• Performing other miscellaneous projects, assignments, and duties as assigned

What We're Looking For

• Bachelor's or Master’s degree from an accredited college or university.
• 4+ years of experience in operations, marketing, or customer loyalty programs
• Experience executing complex strategic and operational initiatives with solid business judgment
• Strong knowledge of business and financial concepts
• Exceptional problem-solving skills, with the ability to conduct analysis, and make strategic recommendations
• Demonstrated ability to deliver results in a fast-paced environment
• Excellent communication and interpersonal skills