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This is page is updated around the 15th of each month.
Consumers Energy is hiring a Digital Channel Manager whose position is a key transformational leadership role within Consumers Energy's Customer Experience and Technology team, reporting to the Executive Director of Customer Experience Strategy. The role is responsible for maturing digital capabilities to deliver exceptional experiences for Consumers Energy customers and to optimize organizational efficiencies through design and delivery of digital solutions. Success in the department requires significant cross-functional partnership, including teams such as customer insights, marketing, strategic communications, information technology and many others. Inherent in the role is providing customer experience and digital thought leadership while prioritizing and leading aggressive continuous improvement efforts that will establish Consumers Energy as a world-class service organization. (Jackson, Michigan)
TransUnion is hiring a Consumer Insight who's understands and willing to constantly improve the consumer experience is a major focus for Transunion. The Voice of the Consumer (VOC) supports this objective by managing the collection and presentation of consumer feedback across many listening posts, as well as monitoring a closed loop action and feedback process. They're hiring two VOC Consultants that together provide the strength across all the responsibilities below and will work in partnership to build the
VOC/Insights platform. (Yonkers, New York)
TransUnion is hiring a Consumer Director. This individual will design and build an effective VOC program and be responsible for delivering strategic, relevant and actionable insights to inform and shape business and operations decisions and guide our consumer experience strategy. This is a highly collaborative and consultative role that will oversee all consumer listening posts, detecting, diagnosing and synthesizing trends coming from multiple sources (calls, complaints, social, digital, agents and associates), building survey capabilities, benchmarking performance, and prioritizing where we should be focusing, ensuring a closed loop system. They will lead and evangelize an agile, analytically-driven methodology that crosses customer and internal operating data to identify root cause of consumer pain points, and signals new opportunities & processes that drive significant improvements in consumer satisfaction, and brand engagement. (Philadelphia)
Consumer Reports is hiring a Senor Customer Experience Insight Specialist .The CX Insights Specialist will be responsible for developing and leading the CR Voice of the Customer (VOC) program. The Specialist will work with multiple sources to gauge customer's feedback about their experiences and expectations for CR's products or services. This feedback will be used to provide the consumer with CR's best in class services and products. They're looking for someone who capable partners with the Associate Director to design the overall methodology and tools needed to collect customer insights, analyze data and create actionable reports for the business around customer experience insights. (Yonkers, New York)
Sandy Spring Bank is seeking a Client Experience Program Manager. This person will manage and mature the overall Voice of the Customer capability and related processes; they will listen to the needs of key stakeholders and analyze and initiate action on client feedback through various qualitative and quantitative methods. They will also leverage client feedback to support Sandy Spring Bank business priorities and improve client outcomes. This position will manage and mature the overall VoC capability and related process, by listening to the needs of key stake holders and then collecting, analyzing and acting on client feedback through various qualitative and quantitative methods. (Columbia, Maryland)
Florida Blue is looking for a Senior Director Consumer Experience who will lead the customer-centric research and insight generation and analyze key performance indicators to set priorities that will drive ongoing development and refinement of the customer experience road map, prioritizing initiatives and work efforts to continually optimize the experience by fostering a test and learn environment. Additionally, this person will define and report key customer-oriented business metrics to senior management and influence the organization to take the right action in response to optimizing business value and customer outcomes. They'll also be responsible for, planning, motivating and providing direction and leadership to matrixed and functional resources within and outside of their reporting structure around experience. (Jacksonville, Florida)
West Monroe Partners is seeking a Director, Customer Experience. This individual will be expected to
grow a team of local clients and recruit and a team of consultants. This role entails significant responsibility in managing the client relationship at the executive levels while providing direction and oversight to project teams. They're seeking candidates with relevant consulting leadership and client development experience. Most importantly, candidates should be passionate about what they do and enjoy a fun, entrepreneurial environment. (Minneapolis, Minnesota)
Honeywell is looking for a Sr. Director Customer Experience who will works across multiple functions, businesses, and geographic regions to measure and meaningfully improve their customer experience. Using tools like Net Promoter Score (NPS), he or she will define and lead projects of impact. With a direct team and across the entire group matrix organization, this role will make sure the growth of their business, while growing their customer loyalty, brand reputation, and ease the process of their partners do business with them. With passion, urgency, and courage, the Sr. Director of Customer Experience takes a holistic view of the entire customer journey. He or she will take bold action, be resourceful in ambiguity, and work in the white space of the organization to see and solve problems through the customer's eyes. (Atlanta, GA)
Target is seeking a Director Customer Development who possess a deep knowledge of the retailer, the competition and the marketplace. Be deeply connected from Operations, Merchandising, Shopper and Leadership. To be the "go to" person by the retailer's leadership team for best practices, innovation and engagement. Lead CROSSMARK's brand with professionalism at all times. To have a bias for growth by driving sales and constantly exploring additional services which drive revenue and margin generating opportunities. They will also be responsible and accountable for all retailer P&L controllable items. To include but not limited to - revenue, payroll, T&E and provides leadership to team members with respect to employee, business, and ethical issues including cultivating positive team and growth environment. (Minneapolis, Minnesota)
Aetna Inc. is seeking a Customer Experience Analytics, Senior Director who will be The Head of Customer Experience Analytics and will be responsible for managing a team of 10+ data scientists to fix these problems and improve the experience of not only engaging with Aetna as it relates to their health, but also, thinking more holistically to improve the end to end experience of receiving healthcare. This role sits at the intersection of analytics, design, healthcare and customer experience. The individual will also be defining a strategy to create a best in class customer experience by increasing satisfaction and loyalty. They will also be Identifying "metrics that matter" and establishing mechanisms to track changes in customer experience across Journeys. (Wellesley, MA)
TIAA is seeking a Director, Customer Experience Design Lead who will is focused on creating the customer experience strategy for TIAA and working closely with project teams to develop their customer experience designs. Focus for position will be on customer impact analysis, journey/experience mapping, mystery shopping, customer data analysis, cross-channel / cross-product alignment, and opportunities identification. All of this work must be done through the "customer lens." This position drives the development of customer strategy and experience design that support the end to end experience for all channels/ customer segments. The individual in this position makes design decisions based on customer knowledge and insight via research and analytics. (Charlotte, NC)
Oracle is looking for a Director, Customer Evangelism and Experience who's a "master story teller with a passion for achieving customer outcomes and knack for continuously improving the customer experience" to lead our Cloud Experience Center and Customer Experience Program. They'll be responsible for leading their Customer Experience efforts identifying customer opportunities and pain-points from initial awareness, through buying and usage to renewal, set the vision and lead the day to day operation of their Customer Experience Center and be their lead evangelist, telling the Oracle IaaS story to our largest and most influential customers. (Seattle, Washington)
Tala is looking for a Customer Experience Director who a highly motivated Director of Customer Experience to help us build and lead a world-class customer servicing and collections process for international markets. Tala is a world leader in providing direct loans and financial services in emerging markets. This individual will work with the global Customer Experience team, manage Customer Service and Collections for at least 2 countries and report to the VP of Operations. The role focus is to help the local team enhance our customer support engagement and our collections practices. A successful candidate will manage with empathy and understand the importance of quality customer engagement. (Santa Monica, California)
JLL is looking for a Customer Experience Services Director (Virtual). This individual is responsible for all aspects of soft service strategy and operation on CS IFM Accounts. Scope of services include all aspects of hospitality focused services including cafes, conference centers, catering, dining rooms, beverage service and vending, on-site fitness, mail services, employee parking, copy services, document destruction and media services and must ensure operation within approved processes and procedures in accordance with the requirements of all local, state and federal mandates. The Customer Experience Director will be expected to provide superior client service, to JLL Account Directors and Sales Teams, as well as external client - while enhancing their individual personal and professional skills. The role is Client facing and must be able to exhibit exceptional customer service and communication skills. (Chicago, Illinois)
Boar's Head is seeking a Director, Customer Experience this position will evaluate the distributor training programs to determine the degree to which the current programs effectively deliver on the needs and objectives defined by the company. A successful candidate will drive strategic thought leadership for the training function, introducing new functionality and capability, while ensuring that training activities align with organizational strategy and are conducted timely in a quality fashion in the field and in home office. (Sarasota, Florida)
Reverb is seeking a Global Customer Engagement Director. This position requires "hands on" leadership and mentoring skills to ensure they are providing top-notch support to their customers. This person will leverage performance management techniques to achieve scale and efficiency-- looking at the big picture and converting high-level needs into action items for their teams. Reverb ideal candidate is driven by passion for music and delighting customers, and brings a solid background of customer service best practices. The right candidate should be accustomed to managing and deploying critical initiatives simultaneously across teams in a fast-paced environment. (Chicago, Illinois)
Palo Alto Networks is seeking an Online Customer Experience Director who will help drive the ongoing management and strategy execution for Palo Alto Networks' Customer Service engagement with their partners and customers. The successful candidate will lead their team focused on helping their customers' journeys be successful through finding the right answer to their questions at the right time with their Live Community and Customer Support Portal. This leader must have a passion for online communities and support sites. Candidate must understand their dynamics, demonstrate experience working with and executing programs utilizing various community and web software platforms, and display an ability to devise and execute content programs that build vibrant communities and drive customer self-help via the web. They must be able to observe and measure program success and continue to evolve and drive scalable long-term success for an industry leading customer experience. (Santa Clara, California)
Tradebe Treatment and Recycling, LLC is seeking a Director of Customer Experience who will own the vision, strategy, and execution for driving Total Customer Satisfaction and a Best-in-Class Customer Experience. They'll be reporting to the EVP of Sales and will lead their highly competent Customer Service, Pricing and Billing, Proposal Development and Marketing Teams to ensure a seamless customer experience from initial customer set-up through final billing phase, resulting in improved customer retention and increased Company revenue. (Merrillville, Indiana)
Frontpoint Security is looking for a Director of Customer Care who will make it there mission to deliver a world-class customer experience to their rapidly growing consumer base. As the Director of Customer Care, they will identify the appropriate people, technology, tools, and insights necessary to build an agile and efficient organization, that can keep pace with the evolving needs of the company growing business. This is a high impact position, where the individual will be a key leader building upon nearly a decade of 30%+ YoY growth rates, and will drive the customer experience necessary to achieve over 1 million customers within 5 years. (Vienna, VA)
Alliance Data is seeking a Customer Experience Director. This individual will develops strategic direction, business building insights and recommendations that drive sales, profits, and organizational customer centricity. They'll orchestrates all activities within the Customer Experience team including the development, execution, and analysis of all customer touch points across brick & mortar, care center, and digital channels, which leads to the development of product, marketing and customer strategies to evolve the card member experience. This individual will have an exceptional ability to think creatively and strategically in order to understand business issues and link results to organizational effectiveness. He / She will possess an intellectual curiosity to research, learn and apply industry knowledge to product ownership and development.
General Eletric is seeking a Customer Support Director, Global Support Services. This role plays a critical executive leadership role within GE Digital's Customer Success and Support team. Serves as a key influential leader to build and develop sustainable post-sales support operations, customer support initiatives & continuous improvement of GE's portfolio as it relates to customer outcomes. Few essentials responsibilities will be to build and lead a world class global team of customer support professionals with expertise in software support and be responsible for interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Farm Credit Canada is hiring a Customer Experience Manager To manage programs, processes and deliverable that support their customer experience principles. This person will lead the strategy from development through to implementation. They will make certain related principles are applied consistently across the organization, research and apply industry best practices, ensure deliverable are designed with outside-in perspective, and collaborate with partners to develop and execute plans. This person will also develop and implement annual customer experience communication plan. (Regina, Saskatchewan)
Southwire is hiring a Customer Experience Manager to lead a newly formed Customer Experience, Administration team. This person will act as the wealth of customer experience knowledge and someone with demonstrated experience with contact center management, escalated complaints and fostering a culture of metrics. They will manage the Customer Experience Administration function for Southwire Canada, coach and Manage Customer Experience Administration staff in order to deliver an optimal customer experience, manage and optimize the escalated complaints process, reporting, and metrics, and optimize the project management function and ensure projects are delivered on time and on budget while overseeing the transactional survey deployment and associated reporting of customer metrics. (Mississauga, Ontario)
ASP Security Services is looking for Customer Experience Director who a is a dynamic leader who fosters relationships with clients, stakeholders and internal business partners to achieve ASP's strategic mission. The Director is a leader committed to providing exceptional, high quality service delivery to the clients/customers we serve by achieving/exceeding service level agreement (SLA's), performance metrics and by actively contributing to operational targets as well as daily business decisions. The overarching goal for this role is to determine and execute a brand-enhancing customer service and operational strategy and action plan that will streamline operations and address service efficiency and effectiveness to exceed the expectations of clients/customers. Identifying success metrics and coaching the team to the metrics and great outcomes will also be a critical task. (Toronto, Ontario)
Bell is looking for a IT Digital Customer Experience Director who is responsible for leading a team of project managers and business analysts with responsibility for delivery of large, complex and fast-paced Web and mobile based initiatives. This individual will work as part of a team of IT peers that have responsibility for strategic planning thru to operations of Bell's self serve applications. Working closely with leaders within the Customer operations, Marketing and Brand business partners the DCX director will drive toward a best in world' digital customer experience. (Toronto, ON)
QuintilesIMS is looking for a Customer Experience Manager who is able to partner with clients to derive optimal value from IQVIA services, ensuring a seamless flow of client requirements through the delivery services process and serves as a project leader between the client and IQVIA - translates client needs into action plans with the internal service team. (Toronto, Ontario)
Questrade is seeking a Customer Communications & Experience Director who will gather insights from a variety of sources in order to develop and execute communication strategies aligned with Questrade's values. They will recommend new approaches for communication, including new messaging or strategic changes to delivery of messages. The right candidate will manage the team in creation, editing, approval and delivery of customer communications and collaborate with other departments on specific communication needs. They will also measure the communication program success and serve as the escalation point for any issues regarding communications. (Toronto, Ontario)
Bank of Montreal, BMO is seeking a Senior Manager, Customer Experience this individual will be responsible for keeping a close pulse of global best practices and building a specific perspective on how best to leverage these opportunities to BMO's advantage over the next few years. Leveraging this knowledge and market perspective, this individual will be responsible for establishing and managing the customer experience plan and then leading the cross-functional, cross-business unit implementation of identified strategies. (Toronto, Ontario)
Quarry is seeking a Director, Client Results who can demonstrate success in building strong client relationships and oversight, drive constantly growing revenue with existing clients and throughout those client organizations. This person should also have outstanding presentation skills and be comfortable with executive audiences, with experience playing a role in new business presentations and ability to sell big ideas and concepts. (St. Jacobs, Ontario)
Scotiabank is seeking a Senior Manager, Customer Solutions who is responsible for leading a team of approximately 90 employees comprised of a group of approximately 6 teams handling live customer calls. They will report to the Director and be responsible for leading the delivery of excellent customer experiences and driving change and innovation in support of the overall Canadian Banking strategic priorities. They will strategically lead, manage and oversee the Managers, Customer Solutions and Customer Service Officers (CSOs) and provide direct leadership, coaching, direction, expertise and guidance to the Managers, ensuring they are successful in developing customer-focused, high performing teams that provide excellent day-to-day customer service and who have sound problem resolution skills. (Halifax, Nova Scotia)
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