Head of Customer Experience

ZEISS Group•Remote - USA PA, PA

About The Position

Lead the end-to-end customer experience strategy across all customer touchpoints, ensuring customer insights, journey optimization, and satisfaction drive business growth, strengthen customer loyalty, and create a differentiated customer experience.

Requirements

Bachelor’s degree in Business, Marketing, Service Management, or related field; Master’s a plus.
7-10+ years experience in customer experience, service, marketing, or related roles.
Demonstrated success leading CX or transformation initiatives across multiple functions.
Strong knowledge of CX methodologies (e.g., journey mapping, VoC, Design Thinking).
Experience working with CX metrics and analytics tools (e.g., platforms, CRM, BI tools).
Proven leadership experience, including managing teams and influencing senior stakeholders.

Nice To Haves

ABO Certification desirable.

Responsibilities

Develop and own the overall customer experience strategy aligned with company goals.
Define CX vision, principles, and measurable objectives for all customer segments.
Champion a customer-centric culture across all functions.
Map and continuously refine end-to-end customer journeys (from awareness to renewal/loyalty).
Identify and prioritize pain points and moments of truth and drive cross-functional improvements.
Ensure consistent, seamless experiences across digital, physical, and service channels.
Design and manage all Customer programming.
Consolidate feedback from surveys, support, sales, and digital analytics into actionable insights.
Present insights and recommendations regularly to senior leadership.
Define CX KPIs and dashboards (e.g., churn, complaint rates, resolution time).
Track CX performance across touchpoints and regions; drive corrective actions.
Perform root-cause analyses and prioritize improvement initiatives based on business impact.
Streamline day-to-day operational procedures—such as complex billing, account onboarding, and ticket resolution—to directly improve the client experience.
Partner with Sales, Marketing, Service, Product, and Operations to embed CX into processes and offerings.
Lead or co-lead cross-functional CX initiatives (e.g., onboarding, issue resolution, digital self-service).
Facilitate workshops and training to promote customer-centric behaviors.
Use customer journey mapping, service design, and process improvement methods (e.g., Lean, Design Thinking).
Co-create solutions with customers and internal stakeholders.
Ensure processes are documented, scalable, and continuously improved.
Build and lead a high-performing CX team (e.g., CX managers, analysts, UX researchers).
Set clear objectives, roles, and development plans.
Foster a culture of innovation, experimentation, and learning.
Collaborate with Digital/IT on customer-facing platforms (Salesforce, web, portal, apps, CRM, service tools).
Ensure customer experience requirements are embedded into digital roadmaps.
Promote the use of analytics, segmentation, and personalization to improve experience.