Director, Customer Experience Design and Operations

Job Title: Director, Customer Experience Design and Operations

Duration: 3-6 Months Contract to Hire

Location: Remote

About BigRio:


BigRio is a remote technology consulting firm headquartered in Boston. We deliver a range of solutions including custom machine learning/AI integrations and data warehousing and processing solutions. Our comprehensive approach serves clients from a variety of industries as a result of our ability to consistently, and quickly deliver cutting-edge and cost-conscious software


solutions.

SUMMARY:


The Director of Customer Experience Design and Operations will be responsible for designing and implementing industry-leading, cutting-edge customer experience strategies in all customer touchpoints along the customer journey. This role is pivotal in ensuring that the client brand consistently delivers exceptional service experiences, fostering customer loyalty and driving business growth. The primary focus of this role will be CX in onboarding, ordering, and results delivery and follow-up. This role will also be responsible for digital and physical experiences, project management and operations.

QUALIFICATIONS:

Education:


Bachelor's degree in business administration, CX, Product Management, operations management, or a related field is required.

Experience:
• Minimum of 12 years of experience in customer experience, service design, or a related field, with at least 3 years in a leadership role.
• Proven track record of designing and implementing successful customer experience strategies.
• Strong leadership skills with the ability to inspire and manage a diverse team.
• Proficient in customer experience technologies and platforms.
• Proven track record of optimizing operational processes and driving continuous improvement initiatives.
• Strong analytical skills with the ability to interpret data and metrics to drive decision-making and improve performance.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate and influence cross-functional teams.
• Strategic mindset with the ability to develop and execute plans to enhance end- to-end customer experience and service excellence.
• Must possess a thorough understanding of the customer journey of healthcare providers/hospitals/patients.
• Strong digital capabilities are required.
• Excellent project management skills.

DUTIES AND RESPONSIBILITIES:
• Lead the development and execution of innovative customer experience strategies across all touchpoints.
• Manage and enhance the end-to-end customer journey, ensuring a seamless, engaging, and highly personalized experience.
• Drive the adoption of new technologies and digital tools to enhance customer interactions and satisfaction.
• Establish and monitor key performance indicators (KPIs) for service delivery, customer satisfaction, and operational efficiency.
• Implement feedback mechanisms to gather insights from customers and front-line employees, using this data to drive continuous improvement.
• Responsible for end-to-end customer experience and ensuring the delivery of high-quality services across all touchpoints.
• Implement new solutions by leading process improvement initiatives, leveraging best practices and industry standards.
• Coordinate cross-functional collaboration to resolve any customer issues.
• Analyze operational data and metrics to identify trends, opportunities, and areas for improvement.
• Foster strong relationships with internal and external teams to facilitate communication and alignment on service operations and customer experience initiatives.