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Title
Text copied to clipboard!Director of Customer Experience
Description
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We are looking for an experienced and motivated Director of Customer Experience to lead the strategy and implementation of initiatives aimed at improving customer satisfaction. This position is key to ensuring a consistent and exceptional customer experience across all company touchpoints. The Director of Customer Experience will work closely with sales, marketing, support, and product development teams to ensure customer needs are understood and effectively addressed.
Key responsibilities include creating and implementing customer experience strategies, monitoring customer feedback, analyzing data, and identifying areas for improvement. The candidate should have strong analytical skills, experience leading teams, and the ability to foster a customer-centric culture. The ideal candidate has experience in project management, customer journey mapping, and using tools to measure customer satisfaction (e.g., NPS, CSAT).
This role requires excellent communication skills, strategic thinking, and a results-oriented mindset. The Director of Customer Experience will also be responsible for training employees in customer orientation and creating service standards that support loyalty and long-term customer relationships.
Responsibilities
Text copied to clipboard!- Develop and implement customer experience strategy
- Collect and analyze customer feedback
- Collaborate with internal teams to improve customer processes
- Monitor key customer satisfaction metrics
- Lead a team of customer experience specialists
- Ensure consistent experience across all channels
- Identify and resolve pain points in the customer journey
- Introduce innovations to improve customer satisfaction
- Train employees in customer orientation
- Create reports and presentations for company leadership
Requirements
Text copied to clipboard!- University degree (preferably in marketing, business, or management)
- At least 5 years of experience in customer experience or related field
- Team leadership experience
- Knowledge of customer satisfaction measurement tools (NPS, CSAT, CES)
- Strong analytical and communication skills
- Familiarity with customer journey mapping principles
- Strategic thinking and planning skills
- Customer focus and results orientation
- Experience with change management and project management
- Fluent in Slovak and English
Potential interview questions
Text copied to clipboard!- What methods do you use to measure customer satisfaction?
- How would you improve the customer experience in our company?
- What tools do you use for customer journey mapping?
- How do you handle negative customer feedback?
- What experience do you have in leading a team?
- How do you ensure consistency in customer experience across channels?
- How would you motivate employees to be customer-oriented?
- What KPIs do you consider key in evaluating customer experience?
- How would you approach implementing a new CX strategy?
- What technologies do you consider essential for improving CX?
