Director, Customer Experience

At Constant Contact we are seriously awesome people who take ownership and make an impact by operating with the mindset integrity and courage of a small business owner.Theres something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here we all play an integral part in helping business owners entrepreneurs non-profits and individuals to succeed by giving them all the help and tools they need to grow online. Were energized by new challenges and new possibilities-and were just getting started!

About the Opportunity

At Constant Contact our customers are at the heart of everything we do. As ourDirector Customer Experience youll have the opportunity to build and lead a dedicated Customer Experience function that brings a holistic data-driven view of the customer journey across the organization.

This is a highly cross-functional role focused on identifying and improving the moments that matter most across the customer lifecycle from the initial sales conversation and onboarding through product usage support education community and renewal. Youll help Constant Contact better understand where customers experience friction why it happens and what we can do to create a more seamless experience.

As our first dedicated Customer Experience leader youll lead our existing Voice of Customer (VOC) team and establish the frameworks insights and operating rhythms that make the customer experience visible across the company. Youll partner closely with leaders across Sales Product & Design Support Success Marketing Education and Community to turn customer insights into meaningful business and experience improvements.

This role is ideal for a hands-on CX leader who is equally comfortable analyzing data building programs from the ground up influencing senior stakeholders and rolling up their sleeves to get things done. Youll bring independent evidence-based perspectives to the organization and help drive action even when the teams responsible for the customer experience dont report directly to you.

What Youll Do:

• Build and lead our CX function including our existing Voice of Customer team establishing the strategy priorities and operating model for the function
• Own the end-to-end customer journey identifying friction and opportunities across Sales onboarding product Support Success Education Community and renewal
• Turn customer signals into action by bringing together feedback survey results behavioral data research and other sources to identify systemic issues and prioritize opportunities
• Strengthen our Voice of Customer program creating a clear company-wide view of what customers need and where we can improve
• Establish CX measurement and reporting developing meaningful metrics and executive-ready insights that connect customer experience to business outcomes
• Improve critical customer handoffs particularly the transition from Sales to onboarding and the intersection between our digital product experience and human support
• Partner across Sales Product & Design Marketing Support Success Education and Community to influence priorities and drive meaningful improvements without direct authority
• Establish a cross-functional CX operating rhythm that brings the right leaders together creates accountability and keeps customer experience at the center of business decisions
• Lead and develop a small high-impact team operating as a player-coach who is willing to roll up their sleeves and do the work

Who You Are:

Experience

• 8 years of progressive experience in Customer Experience Customer Insights Voice of Customer CX Strategy Customer Analytics or a related field
• Experience building or establishing CX programs in a growing or evolving organization
• Experience in SaaS subscription or high-volume low-touch customer environments
• Proven experience managing and developing a team
• Track record of turning customer insights into measurable business or customer experience improvements

Strategic & Analytical Excellence

• Strong quantitative and analytical skills with the ability to independently evaluate data and translate it into compelling business insights
• Experience combining quantitative and qualitative customer signals to identify trends root causes and opportunities
• Strong understanding of customer journey mapping service design and Voice of Customer methodologies

Leadership DNA

• Proven ability to influence without authority and build credibility with senior leaders particularly across Sales and Product
• Executive presence and exceptional communication skills with the ability to make complex customer insights clear and actionable
• Comfortable challenging assumptions respectfully when the data tells a different story
• Hands-on curious and comfortable building structure where none exists
• Pragmatic and collaborative with a bias toward action and a focus on high-impact opportunities

Why Youll Love Us:

• We celebrate one anothers differences. We are proud of our culture of diversity and inclusion and were always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
• Join the experts. If youre passionate about supporting businesses and organizations you wont find a better spot to share your talent. Were dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses non-profit organizations and community groups.
• Youll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business take on stretch assignments seek coaching opportunities and professional development opportunities.
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact were all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person participate in live trainings and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Vision6 Pty Limited is an affiliate of Constant Contact Inc. and a part of the Constant Contact group of brands.

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