Reporting directly to the Chief Customer Officer, this role will be responsible for establishing the Digital Customer Experience Strategy and Team. The focus will be on bringing digital capabilities to bear to improve customer experience and adoption as well as improving operating economics.

The role will partner with leaders of Customer Success, Support, Training, Operations, and Services to identify and lead cross-functional programs that drive and measure progress on identified initiatives.
Responsibilities:

• Ownership of metric definition for desired outcomes for digital customer experience and success across all delivery channels & functions
• Ownership of initiative definition and execution to achieve metrics
• Develop and manage a unified customer journey roadmap and ensure consistency across all channels of delivery (web, phone, operations, field, and participant education)
• Build a team of like-minded individuals dedicated to using different sources of data to drive actionable insights – hire/train and participate in the development of direct reports
• Provide analysis and thought leadership on results and emerging trends that help to drive operational and strategic goals
• Ability to be a voice of the Customer Digital Experience to external and internal partners and clients
• Develop with IT a technology road map of features and applications that support the digital customer success strategy
• Cross GTM leader of digital customer success journey

Qualifications:

• Bachelor's Degree in Business or related area, or equivalent experience required
• 3-5 years within Customer experience discipline
• 7-10 years of professional experience in strategy, consulting or marketing
• Experience analyzing customer behavior data to uncover meaningful customer segments and personas, the paths they take to achieve a specific goal and quantifying the impact on KPIs
• Experience with different content delivery methods (web, phone, video, etc) and understanding of how to maximize results from each
• Strong analytical skills, able to translate data-driven insights into strategy and initiative recommendations
• Documented track record of creating innovative solutions that deliver outcomes
• Excellent presentation and communication skills, specifically in creating and delivering clear and impactful presentations and summarizing relevant content and results
• Ideal candidates will demonstrate organizational savvy and the ability to successfully collaborate with all levels of management and staff
• Experience with leading digital customer success applications