Director of Customer Experience

Hello,👋 nice to e-meet you. Our VP of Customer Success Enablement is currently looking to add an engaged, passionate Director of CX to her team. This is a first-of-its-kind opportunity at Perceptyx, where you will be responsible for creating, managing, and optimizing an exceptional customer experience that consistently engages and delights our customers. The role entails driving business outcomes and delivering measurable results at scale. Additionally, you will establish and lead the CX Center of Excellence (COE), allowing you to transform how we interact with our customers. You will have the opportunity to lead both strategy and implementation and eventually, a remarkable CX team. If you are interested in interviewing, please apply by responding with your updated resume.

Perceptyx's mission is simple: We help employees and their organizations thrive. How do we do that? We facilitate the ongoing conversation between employees and their company to drive success. We are passionate about helping organizations listen to and act on what matters most to employees. When employees are happy, everyone is happy! We also employ an incredible, diverse staff of professionals with the knowledge and drive to move every employee engagement survey project swiftly from vision to reality.

Some things you will do:

• Design, launch, measure, and manage a scalable & repeatable customer experience, Voice of the Customer, CSAT, NPS, and customer feedback channels, programs, and tools.
• Build out, implement, manage, and measure our digital & 1:many experience & resources.
• Streamline operations & implement tools (Gainsight, Salesforce, FinancialForce / Certinia, etc.) and also identify & execute opportunities for automation, efficiency, and scale.
• Map, manage, and measure the entire customer journey and identify opportunities and solutions to improve experience, engagement, efficiency, effectiveness, ROI, NRR, and lifetime value.
• Assess & calculate CX / EX impact, opportunities, and cost. Establish & track KPIs. Make recommendations based on experience, business outcomes, and opportunity/cost analysis.
• Lead cross-functional collaboration, alignment, and execution of CX / EX improvement, engagement, and expansion programs, initiatives, and teams. Champion a customer-centric mindset within the organization, promoting a culture of empathy, responsiveness, and continuous learning.
• Develop and lead knowledge centers and documentation, resources, and cross-functional enablement. Design, document, & maintain operational workflows, documentation, and resources.
• Develop and lead cross-functional change management processes, programs, and initiatives.
• Assess, implement, & manage CX/EX systems, processes, & tools (e.g., CSP, LMS, CMS, etc.)

Requirements

• 12+ years of customer experience &/or CS operations experience (or related) and 8+ years in a supervisory and/or managerial role.
• 10+ years of experience in the B2B SaaS Industry
• Bachelor's degree that supports concepts in Customer Success, Operations, Enablement, and Organizational Design or work experience equivalent.
• Successful track record in creating engaging and sticky customer experiences that delight our customers AND deliver measurable business impact and outcomes.
• Experience developing and managing digital & 1:many adoption and enablement programs, content & tools.
• Experience implementing & managing customer success platforms (e.g. Gainsight), project management & service management platforms (Certinia / FinancialForce), customer management platforms (Salesforce), learning management platforms (Skilljar, Docebo), etc.
• Driven to continually assess, improve, measure, elevate, and optimize.
• Ability to solve complex problems, design a solution, AND execute tactically.
• Positive, self-motivated, and personable human being with an agile mindset, and has a track record for delivering quality work in a high-productivity work setting.
• Experience leading change management initiatives, programs & teams.
• Exceptional problem-solving skills and ability to think analytically while working through unique situations.
• Exceptional verbal and written communication skills.

WE’RE HELPING ORGANIZATIONS ACROSS THE GLOBE 🌎

Here at Perceptyx, our mission is simple: we help employees and their organizations thrive. How do we do that? By creating an ongoing conversa