Director of Customer Experience

Description

About this role

The Director of Customer Experience is a strategic leader overseeing the customer service teams and championing a customer-centric environment that increases growth and satisfaction across all audiences. This role will seek new ways to add value to our customers and ensure a seamless customer journey from inquiry through maintenance. 

The Director of Customer Experience will ensure world class customer service for all internal and external customers by leveraging in-depth knowledge of our customers’ needs; the Lifeworks mission, vision, and values; our products and services; and team members’ expertise. 

Position Title: Director of Customer Experience

Department: Sales and Marketing

Hours: Full-time 40hours/week, Monday – Friday (Exempt)

Location: The role is hybrid-office based in our Richfield, MN headquarters.

Compensation: $90,000-$110,000/year

What We Offer Employees

Lifeworks offers a comprehensive benefits package which includes:

• 18 days of PTO accrued in the first year of employment

• 11 paid holidays (New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, and a Personal Holiday)

• Medical, dental, vision, life, AD&D insurance, short & long-term disability coverage

• Health Savings Account (HSA), Flexible Savings Account (FSA), and prescription drug coverage

• Up to $3,000 annually in tuition reimbursement

• 403(b) retirement plan – Lifeworks contributes 3% of your salary and matches up to 4% of employee contributions

• Employee Assistance Program (EAP)

Why Work at Lifeworks

Lifeworks is an industry leader on the forward edge of partnering with people with disabilities in innovative, person-centered ways. Disability inclusion is our true north, guiding every service we provide and ensuring that people with disabilities have opportunities, can thrive, and defy expectations. The Lifeworks Team is collaborative, passionate, and strategic, using a person-centered approach to increase access in our communities.About this role

The Director of Customer Experience is a strategic leader overseeing the customer service teams and championing a customer-centric environment that increases growth and satisfaction across all audiences. This role will seek new ways to add value to our customers and ensure a seamless customer journey from inquiry through maintenance. 

The Director of Customer Experience will ensure world class customer service for all internal and external customers by leveraging in-depth knowledge of our customers’ needs; the Lifeworks mission, vision, and values; our products and services; and team members’ expertise. 

The role is hybrid-office based in our Richfield, MN headquarters.

How you’ll be spending your time:

• Develop and implement strategies and initiatives that deliver world-class customer experiences and support the Lifeworks Strategic Plan and annual organizational operating goals.

• Manage budget and meet revenue goals.

• Collaborate cross-functionally to deliver creative solutions that drive growth and customer satisfaction.

• Maintain pulse on external trends and make recommendations to keep Lifeworks on the leading edge.

• Develop and maintain Key Performance Indicators (KPIs) to monitor and optimize team performance.

• Make data-driven decisions that are responsive to changing customer needs and preferences.

• Deliver regular reports and dashboards to the Executive Leadership Team that use trends and foresight to continually improve customer satisfaction and drive innovation.

• Optimize processes, business practices, and systems for customized, personal experiences and communications across all audiences.

• Develop and maintain voice of customer programs, including tools, data analysis, and customer insights.

• Drive and oversee the customer journey for all audiences from connection to nurturing, collaborating with the marketing and communications team along the way.

• Write customer service scripts and develop customer-focused content across internal channels.

• Collaborate to define and enforce organization-wide customer experience standards.

• Maintain and follow the Lifeworks brand.

• Select, supervise, and develop direct reports including coaching, training, providing work direction, and addressing performance issues while recognizing and reinforcing desired performance.

• Handles customer escalations with positive resolutions.

Requirements