Director OF Customer Experience

To enhance the member journey and drive customer satisfaction, the full-time Director of Customer Experience will lead the CX team, define member experience strategy, and advocate for customer needs across the organization in a remote role. Key responsibilities Define and implement a world-class member experience strategy across all channels Lead and grow the customer experience team, focusing on hiring, onboarding, and performance management Own customer satisfaction metrics and develop systems to translate member feedback into actionable insights Required qualifications 8+ years of experience in customer experience or customer operations, with at least 3 years in a leadership role Proven track record of improving customer retention and satisfaction metrics Experience in a cross-functional environment, influencing various teams to enhance customer experience Familiarity with modern customer experience tools and a strong opinion on the use of AI and automation in support Excellent written and verbal communication skills, capable of crafting clear policies and member communications