Director Customer Experience

POSITION SUMMARY

10X Health is searching for a Director, Customer Experience to lead our global contact center and drive customer experience strategy/insights across the organization. This role will serve as a key leader within the company, partnering closely with Operations, Technology, and Growth leaders to ensure the voice of the customer is consistently and accurately represented throughout the patient journey. This role will be integral in building the next iteration of the customer experience function, with a focus on global scalability and a high-touch, concierge-like patient experience. Day-to-day, this person will manage and scale the contact center, ensuring that customer insights permeate throughout the organization.

This role requires a person to possess a strong background in contact center operations, coupled with a passion for customer service and an understanding of the role of technology in enhancing customer experience. The ideal candidate will be a servant-leader with a practical, business-oriented approach to problem-solving, strong project management skills, and a high degree of comfort with ambiguity and change.

ABOUT 10X HEALTH SYSTEM

We’re on a mission to 10X people’s wellness throughout the world by enhancing human performance. Modern medicine isn’t a patient-centric practice. We want to bring you on a wellness journey that’s going to change your life for the better and propel you to the next level. We do this by understanding your body and finding the missing raw materials that can help you perform more optimally. The 10X movement is about DOING, about being accountable. 10X Health is about BEING, and about optimal wellness, restoration, cellular repair, and regeneration. Together we'll swim upstream to discover the root cause of your symptoms and restore your passion, purpose, and physiology. We create someone who’s truly healthy and happy by giving you the missing resources you need to accomplish all of your goals!

OBJECTIVES

• Develop and execute a highly scalable contact center strategy, inclusive of technology and BPO/outsourcing
• Implement best practices to optimize efficiency, responsiveness, and customer satisfaction.
• Develop and implement strategies to leverage BPO resources for peak demand periods, ensuring flexibility and cost-effectiveness.
• Lead, inspire, and develop a high-performing CX team.
• Foster a culture of continuous improvement, innovation, and exceptional customer service.
• Provide coaching and mentorship to team members, ensuring professional growth and development.
• Set benchmarks and KPIs, including CSAT, Trustpilot ratings, and NPS, to measure and continually improve the performance of the contact center.
• Advocate for the customer's perspective in cross-departmental functions and decision-making processes.
• Conduct regular customer feedback analysis, including CSAT and NPS surveys, to identify trends, areas for improvement, and opportunities for innovation.
• Work closely with cross-functional teams to implement changes based on customer feedback, ensuring a proactive and customer-centric approach.
• Oversee the vetting and selection process for contact center tools and software, ensuring alignment with the company's goals and customer experience objectives.
• Collaborate with IT and relevant stakeholders to implement and integrate selected tools seamlessly into the contact center workflow.
• Stay abreast of industry trends and advancements in contact center technology to recommend and implement innovative solutions that enhance efficiency and customer satisfaction.
• Other duties, as required

COMPETENCIES

• Ability to connect with people; empathetic and service-oriented, customer-first mentality
• Incredibly detail-oriented and passionate about the mission
• Ability to operate in a fast-paced, startup environment
• Strong bias for action and not afraid to “roll up your sleeves” when needed
• Intellectually curious and data-driven decision-maker
• Comfort with ambiguity, easily adaptable to change, a growth mindset
• Comfort communicating on new topics and with partial information
• Ability to align cross-functional stakeholders, both clinical and non-clinical, and lead through change
• Strong analytical and project management skills, proven ability to design and communicate clear processes, and a detail-oriented yet flexible approach to problem-solving
• Executive presence, ability to communicate and influence
• Demonstrate broad and granular knowledge of substantive topics impacting the business
• Possess financial and analytical acumen in order to develop reporting and budgets

EDUCATION AND EXPERIENCE

• 10+ years of experience in customer experience and contact center leadership
• Previous experience building and/or scaling a contact center
• Previous healthcare experience preferred
• Bachelor’s Degree required

PHYSICAL REQUIREMENTS

• Prolonged periods of time sitting at a desk or computer
• Travel up to 15% of the time

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, 10X Health System recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners.

If this position caught your eye, send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email to careers@10xhealthsystem.com. Already a 10X Health candidate? Please connect directly with your recruiter to discuss this opportunity.