We are looking for a strategic and execution-focused Director of Customer Experience to lead our Customer Onboarding and Web Portal teams. This individual will be responsible for designing, delivering, and continually improving experiences that fulfill our customer commitments, with a deep focus on journey mapping, onboarding effectiveness, and self-service capabilities.
This leader will play a critical role in ensuring that the first touchpoint through onboarding and the day-to-day interactions via our web portal are intuitive, reliable, and aligned with our brand promise.
What you'll do:
- Lead and develop the Customer Onboarding and Web Portal teams, ensuring seamless and consistent experiences across customer touch points.
- Own and evolve the customer journey strategy from onboarding through daily interactions, identifying opportunities to improve satisfaction, retention, and value delivery.
- Partner with cross-functional stakeholders — including Product, Technology, Support, Marketing, and Compliance — to align solutions with customer expectations and business priorities.
- Oversee the design and delivery of intuitive, secure, and scalable digital experiences within our web portal platform.
- Define and track CX metrics (e.g., NPS, CSAT, time-to-value, digital adoption) to measure success and identify opportunities for improvement.
- Drive continuous improvement in onboarding workflows, training materials, user experience, and support resources.
- Serve as a voice of the customer, advocating for enhancements to processes, systems, and services based on real-world insights.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you'll need to have:
- 8+ years of experience in customer experience, digital product management, onboarding, or related leadership roles, preferably in B2B or regulated industries.
- Strong background in leading cross-functional teams to deliver digital solutions that drive measurable customer value.
- Experience managing digital platforms, ideally including customer self-service portals and account management tools.
- Proven track record of designing and optimizing customer journeys, with measurable impact on customer satisfaction and retention.
- Excellent communication, leadership, and organizational skills — with the ability to align teams around a shared vision and priorities.
- Deep understanding of experience design principles, change management, and customer lifecycle strategies.
Experience that would be great to have:
- Experience working with regulated data and privacy-sensitive environments (e.g., healthcare, finance, government).
- Familiarity with CX tools and methodologies (e.g., journey mapping, voice-of-customer programs, UX/UI principles).
- Strong grasp of analytics tools (e.g., Google Analytics, Tableau, or other BI platforms).
- A customer-obsessed mindset grounded in empathy and data.
- A proven ability to turn strategic vision into scalable, high-impact programs.
- A passion for digital transformation and customer-centric innovation.
R-10371027
