Director, Customer Experience
About The Position
At Constant Contact, our customers are at the heart of everything we do. As our Director, Customer Experience, you'll have the opportunity to build and lead a dedicated Customer Experience function that brings a holistic, data-driven view of the customer journey across the organization. This is a highly cross-functional role focused on identifying and improving the moments that matter most across the customer lifecycle, from the initial sales conversation and onboarding, through product usage, support, education, community, and renewal. You'll help Constant Contact better understand where customers experience friction, why it happens, and what we can do to create a more seamless experience. As our first dedicated Customer Experience leader, you'll lead our existing Voice of Customer (VOC) team and establish the frameworks, insights, and operating rhythms that make the customer experience visible across the company. You'll partner closely with leaders across Sales, Product & Design, Support, Success, Marketing, Education, and Community to turn customer insights into meaningful business and experience improvements. This role is ideal for a hands-on CX leader who is equally comfortable analyzing data, building programs from the ground up, influencing senior stakeholders, and rolling up their sleeves to get things done. You'll bring independent, evidence-based perspectives to the organization and help drive action even when the teams responsible for the customer experience don't report directly to you.
Requirements
- 8+ years of progressive experience in Customer Experience, Customer Insights, Voice of Customer, CX Strategy, Customer Analytics, or a related field
- Experience building or establishing CX programs in a growing or evolving organization
- Experience in SaaS, subscription, or high-volume, low-touch customer environments
- Proven experience managing and developing a team
- Track record of turning customer insights into measurable business or customer experience improvements
- Strong quantitative and analytical skills with the ability to independently evaluate data and translate it into compelling business insights
- Experience combining quantitative and qualitative customer signals to identify trends, root causes, and opportunities
- Strong understanding of customer journey mapping, service design, and Voice of Customer methodologies
- Proven ability to influence without authority and build credibility with senior leaders, particularly across Sales and Product
- Executive presence and exceptional communication skills, with the ability to make complex customer insights clear and actionable
- Comfortable challenging assumptions respectfully when the data tells a different story
- Hands-on, curious, and comfortable building structure where none exists
- Pragmatic and collaborative, with a bias toward action and a focus on high-impact opportunities
Responsibilities
- Build and lead our CX function, including our existing Voice of Customer team, establishing the strategy, priorities, and operating model for the function
- Own the end-to-end customer journey, identifying friction and opportunities across Sales, onboarding, product, Support, Success, Education, Community, and renewal
- Turn customer signals into action by bringing together feedback, survey results, behavioral data, research, and other sources to identify systemic issues and prioritize opportunities
- Strengthen our Voice of Customer program, creating a clear, company-wide view of what customers need and where we can improve
- Establish CX measurement and reporting, developing meaningful metrics and executive-ready insights that connect customer experience to business outcomes
- Improve critical customer handoffs, particularly the transition from Sales to onboarding and the intersection between our digital product experience and human support
- Partner across Sales, Product & Design, Marketing, Support, Success, Education, and Community to influence priorities and drive meaningful improvements without direct authority
- Establish a cross-functional CX operating rhythm that brings the right leaders together, creates accountability, and keeps customer experience at the center of business decisions
- Lead and develop a small, high-impact team, operating as a player-coach who is willing to roll up their sleeves and do the work
Benefits
- health and welfare benefits
- paid leave
- paid time off policy
- competitive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
