Director Customer Experience

About the role

The Director Customer Experience will lead the strategic development of customer-centric digital business models. This role involves optimizing the entire customer journey across all digital touchpoints and fostering agile collaboration between marketing, product, UX/UI, and IT teams. The position focuses on leveraging data analytics to drive insights and implementing innovative technologies to enhance the customer experience.

Responsibilities

• Develop and anchor customer-centric strategies across digital business models.
• Analyze and optimize the customer journey across all digital touchpoints.
• Lead and inspire the CX team while promoting agile cross-functional collaboration.
• Establish and monitor key CX metrics such as NPS, CSAT, and conversion rates.
• Identify and implement digital trends and new technologies to improve customer experience.

Required skills

• Customer Experience
• E-commerce
• Digital Marketing
• Web Analytics
• Design Thinking
• Leadership

Nice to have

• AI-based personalization
• Chatbots

Qualifications

• Degree in Economics, Business Informatics, Digital Marketing, or a related field
• Equivalent practical experience