Director Customer Experience (CX)

About the role

The Director Customer Experience will define the strategic direction for customer experience and embed customer-centricity across digital business models. This role involves optimizing the entire customer journey across all digital touchpoints and leading the CX team in collaboration with marketing, product, and IT departments. The position focuses on leveraging data and analytics to drive insights and identifying innovative technologies to enhance the customer experience.

Responsibilities

• Develop and implement customer experience strategies to ensure consistent customer-centricity.
• Analyze and optimize the end-to-end customer journey across all digital touchpoints.
• Lead and inspire the CX team while fostering agile collaboration with cross-functional departments.
• Establish and monitor key CX metrics such as NPS, CSAT, retention, and conversion rates.
• Identify and integrate digital trends and new technologies to continuously improve the customer experience.

Required skills

• Customer Experience
• Customer Journey Optimization
• Web Analytics
• Design Thinking
• Data Analysis
• Leadership

Nice to have

• E-commerce
• Digital Marketing
• AI-driven personalization
• Chatbots

Qualifications

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