Director, Customer Experience Systems & Insights
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AI Summary
About the role:
The Director, Customer Experience Systems & Insights is responsible for designing, scaling, and optimizing systems that shape and provide insight into the end-to-end customer journey and associated leading and lagging indicators of success.
This role will translate company priorities into CX initiatives and into day-to-day operational reality through managing the tool stack and budget, implementing AI and self-service automation and governance, and overseeing metrics and reporting for the leadership team and Board. Reporting into the Chief Customer Experience Officer, this role is both systems and process-focused, working closely with the CX leadership team as internal customers for prioritization, sequencing, and metrics and analytics to drive and influence decision-making.
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Build a clear, visible, and effective system for intake, prioritization, and sequencing, with proactive reporting on delivery dates that stay within scope and meet customer needs
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Translate stakeholder needs into tool assessment, selection, implementation, and ongoing optimization
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Drive adoption and optimization of the CX tech stack to align with critical workflows, both within CX and across other teams
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Build executive-ready dashboards and reporting that uncover trends, measure performance, and turn data into actionable business insights
- Lead engaging meetings and enablement sessions that align stakeholders, drive adoption, and empower internal teams to succeed
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Demonstrated experience owning a CX tool stack end-to-end, including optimization, adoption, reporting, and vendor management
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5+ years in customer experience, support operations, or a related operations role, with at least 2 years in a leadership capacity
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Experience building reporting and analytics infrastructure used by executive leadership
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Passion for building scalable spreadsheets, forecasting models, and capacity plans that drive operational decisions
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Experience managing a team, including at least one direct analyst or coordinator-level report
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Track record of process improvements with measurable impact on efficiency or cost
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Industry credentials such as CCXP (Certified Customer Experience Professional) are highly valued
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Demonstrated experience utilizing AI for building and/or optimizing processes
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Experienced user of Salesforce, Hubspot, Churnzero or Gainsight, project management software (Klient and or Wrike), Zendesk, Gong, and related tools
PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.
Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.
Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.
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