Director of Customer Experience

I. Position Overview
The Director of Customer Experience is responsible for formulating and driving the company's customer experience strategy, managing the customer experience across all stages—from initial contact and purchase to product usage and after-sales service.
This role identifies opportunities for experience improvement by leveraging customer feedback, satisfaction data, operational metrics, and business analysis. The Director collaborates with product, sales, marketing, customer service, operations, and technical teams to optimize the customer journey, service processes, and customer relationship management. Additionally, the role involves establishing customer experience standards and measurement systems, driving cross-functional continuous improvement, and enhancing customer satisfaction, retention rates, and long-term customer value.
II. Key Responsibilities
1. Customer Experience Strategy
Formulate and execute the company's overall customer experience strategy and annual plans.
Establish customer experience goals, service standards, and operational management mechanisms.
Continuously optimize the customer experience framework based on business strategy and customer needs.
Identify key factors influencing customer satisfaction, retention, and loyalty.
2. Customer Journey Management
Map and continuously optimize the end-to-end customer journey.
Analyze customer experiences across sales, product usage, service support, and renewal stages.
Identify pain points, process bottlenecks, and service gaps within the customer journey.
Drive cross-departmental improvements at key customer touchpoints.
3. Customer Feedback and Insights
Establish mechanisms for collecting, analyzing, and managing the closed-loop resolution of customer feedback.
Manage customer satisfaction surveys, NPS, CSAT, and other customer experience metrics.
Analyze customer complaints, reasons for churn, service requests, and behavioral data.
Translate customer insights into actionable recommendations for product, service, and operational improvements.
4. Service Process Optimization
Review and optimize customer service, support, and operational processes.
Promote standardized service processes and guidelines for handling customer interactions.
Collaborate with operations and technical teams to enhance service efficiency through digital tools.
Establish mechanisms for issue escalation and the resolution of critical customer issues.
5. Cross-functional Collaboration
Build close partnerships with product, sales, marketing, customer service, technical, and operations teams.
Drive the implementation and execution of customer experience improvement initiatives.
Regularly report on customer experience performance and key improvement areas to senior management.
Coordinate across departments to resolve cross-functional issues impacting the customer experience. 6. Customer Experience Data and Performance Management
Establish customer experience dashboards and management reports.
Track core metrics such as NPS, CSAT, Customer Effort Score, retention, and churn.
Analyze the relationship between customer experience and revenue, renewals, and customer retention.
Develop improvement plans based on data and track implementation results.
7. Team Management
Recruit, train, and manage the customer experience team.
Define team goals, performance indicators, and career development mechanisms.
Foster a customer-centric corporate culture.
Coach the team to enhance skills in customer communication, problem-solving, and data analysis.
III. Qualifications
Over 20 years of work experience in customer experience, customer operations, customer success, customer service, business operations, or related fields.
Over 8 years of experience in team management or cross-functional project leadership.
Experience in customer journey management, customer satisfaction management, or service process optimization.
Familiarity with customer experience metrics such as NPS, CSAT, customer retention, and churn.
Strong data analysis and business judgment capabilities.
Excellent cross-functional communication, coordination, and project management skills.
Ability to translate customer feedback into concrete business improvement plans.
Strong written and verbal English communication skills.
Bachelor's degree in Business, Marketing, Communications, Operations, Customer Experience, or a related field; Master's degree preferred.

Work arrangement
No