Director of Customer Experience Strategy

Summary Athens Services is seeking a strategic and customer-focused leader to shape and advance the company's customer experience vision as we continue to grow and evolve. Key Responsibilities Voice of the Customer (VoC) Develop and lead the organization's Voice of the Customer strategy. Establish processes to gather, analyze, and act upon customer feedback across multiple channels. Monitor customer sentiment, satisfaction, and engagement trends. Translate customer insights into actionable recommendations that improve customer outcomes. Serve as the organization's advocate for customer needs and expectations. Customer Experience Strategy Develop and execute enterprise-wide customer experience strategies aligned with company objectives. Define and maintain customer experience standards across all customer touchpoints. Identify opportunities to strengthen customer loyalty, retention, and satisfaction. Create customer-centric frameworks that support long-term business growth. Customer Journey & Service Design Lead customer journey mapping initiatives to understand customer interactions across the entire lifecycle. Identify friction points and opportunities to simplify and improve the customer experience. Design and implement service improvements that create more seamless and positive customer interactions. Ensure consistency between customer expectations and service delivery. Brand Experience & Customer Engagement Partner with leadership to ensure customer interactions reflect Athens Services' brand values and service commitments. Evaluate the effectiveness of customer communications, service processes, and engagement strategies. Recommend initiatives that strengthen trust, loyalty, and customer advocacy. Drive programs that enhance the overall perception of the Athens customer experience. Customer Analytics & Insights Develop customer experience KPIs, dashboards, and reporting frameworks. Analyze customer feedback, survey data, operational performance, and customer behavior trends. Utilize data and predictive insights to identify emerging risks and opportunities. Present customer experience findings and recommendations to executive leadership. Organizational Leadership Serve as a thought leader and subject matter expert on customer experience best practices. Support customer experience initiatives across the organization through coaching, education, and strategic guidance. Foster a culture that prioritizes customer-centric decision making. Lead customer experience projects from concept through implementation. Required Qualifications 10+ years of progressive leadership experience in Customer Experience, Patient Experience, Guest Experience, Consumer Experience, Member Experience, Brand Experience, or related disciplines. Demonstrated success developing and implementing customer experience strategies that improved customer satisfaction, loyalty, and engagement. Strong experience leading Voice of the Customer (VoC) programs and customer feedback initiatives. Experience with customer persona development, customer journey mapping, service design, and customer insights programs. Strong analytical and problem‑solving skills with the ability to translate data into actionable business recommendations. Excellent communication, presentation, and stakeholder management skills. Proven ability to influence organizational change through customer‑centric strategies. Preferred Qualifications Bachelor's degree in Business, Marketing, Communications, Hospitality, Healthcare Administration, Psychology, or a related field. Master's degree preferred. Experience within healthcare, retail, hospitality, consumer services, telecommunications, utilities, transportation, or other customer‑centric industries. Experience with customer experience measurement platforms, survey tools, CRM systems, and customer analytics technologies. Familiarity with customer loyalty programs, Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and related customer experience methodologies. Salary: $160,000 - $200,000 Benefits Competitive wages Comprehensive benefit package Medical, Dental, Vision 401K Life Insurance Paid Vacation and Sick Time Career plan Recognition programs Professional development learning An exceptional work environment Athens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran #J-18808-Ljbffr Athens Services