Product Director, Customer Experience & Product Analytics

<div class="content-intro"><p>Altana is the network for trusted trade. Our AI-powered product network empowers governments and businesses to build a more resilient and secure global economy while keeping trade flowing.</p></div><h2>The Opportunity</h2> <p>Great products are only great if customers know how to unlock them, feel supported when they get stuck, and trust that their feedback shapes what gets built next. At Altana, we're building a platform with no real precedent — one that reimagines how enterprises, logistics providers, and government regulators work together to manage global trade in an AI-powered collaboration network. That means the customer experience isn't a support function. It's a competitive advantage.</p> <p>As a Director of Customer Experience and Product Analytics, you’ll own how customers experience Altana, from onboarding to deep adoption, across a customer base that spans the F500, small international suppliers, government entities, and logistics providers. Success means building the systems that capture customers feedback continuously and get it in the hands of teams shaping the roadmap; designing onboarding experiences that make customers productive without the hand holding of Client Services; making documentation a scalable natively-integrated assets that AI agents and customers can use; and designing product telemetry systems to identify where customers get stuck and turn those signals into specific product recommendations.&nbsp;</p> <p>This role sits at the intersection of product, customer success, and engineering — and you will be the connective tissue between all three.</p> <h2>&nbsp;</h2> <h2><strong>What You'll Do</strong></h2> <p><strong>Own the End-to-End of the Customer Experience Across the Network</strong></p> <ul> <li>Define and continuously improve the full customer lifecycle: first touch, sales handoff, onboarding, activation, adoption, expansion, network activation, and renewal</li> <li>Define the platform and experience for omni-channel support, AI native support, and the feedback loop of how support makes our customer experiences and product itself better.</li> <li>Identify friction in the customer journey — with data, with empathy, and with ruthless prioritization — and coordinate with other product and engineering teams to eliminate it.</li> <li>Build the rituals and mechanisms that keep Altana's customer experience responsive to a rapidly evolving product, without adding process overhead that slows the team down.</li> <li>Partner with Sales, Customer Success, and Product to ensure every stage of the customer lifecycle is designed intentionally, not inherited by default.</li> </ul> <p><strong>Build an AI-First Feedback Engine</strong></p&g