Director, Customer Experience Systems & Insights

1 month, 2 weeks ago
Full-time
Executive
Data Science and Analytics
PetDesk

PetDesk

PetDesk provides veterinary software designed to enhance clinic efficiency and client communication through features such as integrated phone systems, direct booking, AI-powered notes, and automated customer service tools, enabling pet owners to manage...

Health Care Providers & Services
51-250
Founded 2013
$16M raised

Description

  • Design, scale, and optimize systems that support the end-to-end customer journey and success metrics.
  • Translate company priorities into CX initiatives and operational plans.
  • Manage the CX tool stack and budget.
  • Implement AI, self-service automation, and governance for CX workflows.
  • Oversee metrics, reporting, and executive/Board-level insights.
  • Build and maintain an intake, prioritization, and sequencing process for CX work.
  • Assess, select, implement, and continuously optimize CX tools and workflows.
  • Drive adoption of the CX tech stack across CX and cross-functional teams.
  • Develop executive-ready dashboards and analytics that identify trends and inform decisions.
  • Lead stakeholder meetings and enablement sessions to support adoption and alignment.

Requirements

  • 5+ years of experience in customer experience, support operations, or a related operations role.
  • At least 2 years of leadership experience.
  • Experience owning a CX tool stack end-to-end, including optimization, adoption, reporting, and vendor management.
  • Experience building reporting and analytics infrastructure for executive leadership.
  • Experience managing at least one direct analyst- or coordinator-level report.
  • Track record of process improvements with measurable efficiency or cost impact.
  • Ability to build spreadsheets, forecasting models, and capacity plans that support operational decisions.
  • Experience using AI to build and/or optimize processes.
  • Experience with Salesforce, HubSpot, ChurnZero or Gainsight, project management tools such as Klient or Wrike, Zendesk, and Gong.
  • CCXP certification or similar industry credentials are highly valued.

Interested in this position?

Apply directly on the company website

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