Director of Customer Experience

A community-driven technology provider is seeking a Director of Customer Experience to build and lead a forward-looking strategy that elevates service, loyalty, and growth. This role is designed for a visionary change agent—someone who thrives on building, defining KPIs, mapping the customer journey, and setting the strategic course while empowering the team to execute. This is not a “keep the lights on” role. It’s an opportunity to shape how the company engages its customers, strengthen its competitive position, and drive meaningful impact in the communities it serves.

Work model:

• 100% onsite

What you will do:

• Set a clear vision for customer experience and inspire teams to embrace a customer-first culture
• Map the full customer journey to identify needs, pain points, and opportunities to elevate service
• Build and execute strategies that strengthen satisfaction, loyalty, and advocacy while driving growth
• Define KPIs and leverage data, feedback, and market insights to measure and improve performance
• Partner with marketing, sales, service, and operations to deliver seamless experiences across touchpoints
• Lead change initiatives with clear communication and team alignment
• Champion the customer’s voice in service design, product development, and business decisions
• Mentor and empower teams to innovate, improve, and grow
• Foster strong community connections that reinforce trust and long-term relationships

What you will need to be successful:

• 5+ years of progressive customer experience, service, or related leadership roles
• Background in telecom or a similarly competitive, service-driven industry strongly preferred
• Proven ability to design and execute customer experience strategies aligned to business goals
• Strong communication and interpersonal skills—ability to “read the room” and influence at all levels
• Demonstrated success in building new programs, leading change, and fostering cross-functional collaboration
• Analytical mindset with experience using data and KPIs to guide strategy and outcomes
• Organized, detail-oriented, and comfortable juggling multiple priorities in a fast-paced environment

Benefits overview:

• Health, dental, and vision insurance
• 401k
• PTO