Director Customer Experience
San Mateo, CA, USA | SurveyMonkey
Industry:Internet / Online Media
Customer Experience & Support
Job Description:54 people have viewed this job
What we're looking for
SurveyMonkey is in need of an experienced Director of Customer Experience to help determine strategic priorities, achieve operational excellence, and foster innovation and growth within the Customer organization. Reporting to the Vice President, Customer Experience, you will own the process we use to plan, prioritize and execute against a diverse set of initiatives to build an agile, holistic and integrated customer experience program on SurveyMonkey's GetFeedback Platform. Equal parts strategist, consultant and implementer, you will be the center of excellence partnering with our customer success, support, product and marketing leaders to integrate the voice of the customer into our business processes. As the CX practitioner, you will contribute to SurveyMonkey's thought leadership position and product development as well as evangelize the benefits of an agile, holistic, integrated CX program with prospective and current customers at a range of events.
Organize, coordinate and program manage the execution of customer experience initiatives with your cross-functional partners in customer success, support, product, marketing, design and business systems to accomplish measurable business outcomes.
Partner with our Survey, Market Research and CX cross-functional leadership teams to build the operational dashboards and meeting cadence to integrate the voice of the customers into our quarterly product development process and annual strategic planning.
Own the company customer OKR to transform customers to champions with a +50 NPS partnering with customer success, business intelligence and customer insights to collect, understand and act on customer feedback.
Analyze customer feedback from multiple data sources and lead efforts to link feedback to customer and operational data to better identify actionable insights.
Leverage new features and functionality of the GetFeedback Platform as "customer zero" providing feedback to the product team.
Lead the CX maturity model and customer journey mapping and assessment to identify opportunities, drive improvements and measure progress on improving the experience of SurveyMonkey customers.
Inspire the organization to listen, understand and act on customer feedback as an effective data-driven storyteller.
Evangelize the benefits of an agile, holistic and integrated CX program through public speaking events, consultation with prospective and existing CX customers, active leadership in our CX leader roundtable program and thought leadership articles.
5+ years leading customer experience programs with measurable outcomes
7+ years experience in a strategy, business operations or program management role
Experience developing executive-level communications and public speaking
Ability to collaborate with and influence across a variety of cross-functional stakeholders
Experience using data, CRM and reporting (Salesforce and Tableau) tools to guide decision-making
Already a member? Sign In