Director of Customer Journey

We are looking for an experienced Director of Customer Journey to lead our customer experience efforts. This role will be responsible for overseeing the end-to-end customer journey, ensuring a seamless experience for our customers across all touchpoints. The Director of Customer Journey will manage a cross-functional team including UX designers, technical writers, and product marketing specialists.

Responsibilities:

• Develop and implement a customer journey strategy that aligns with the company's goals and objectives.
• Lead a team of UX designers, technical writers, and product marketing specialists to execute on the customer journey strategy.
• Collaborate with product management, marketing, sales, and customer success teams to ensure consistency and alignment throughout the customer journey.
• Conduct research and gather insights to identify pain points and opportunities for improvement in the customer journey.
• Define key metrics and KPIs to measure the effectiveness of the customer journey and track progress over time.
• Stay up-to-date on industry trends and best practices related to customer experience and incorporate them into our strategy and processes.
  
  

• 3-5 years of experience in a similar role, with a proven track record of driving successful customer experience initiatives.
• Bachelor's degree in relevant design discipline, marketing, business, or a related field; MBA or advanced degree preferred.
• Strong leadership skills with experience managing cross-functional teams (UX designers, technical writers, and product marketing specialists).
• Excellent communication, presentation, storytelling skills and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• Strategic thinker with a data-driven and results-oriented approach to problem-solving.
• Deep understanding of user-centred design principles, technical writing best practices, and product marketing strategies.
• Experience working in a fast-paced, dynamic environment with the ability to adapt quickly to changing priorities and requirements.
• Proven experience in implementing and optimizing and improving customer journey processes and systems, and passion for delivering exceptional customer experiences and a commitment to continuous improvement.