What You'll Own
1. End-to-End Customer Experience Strategy
Define and evolve the holistic customer experience vision across all touchpoints
Translate company strategy into a clear, differentiated CX approach
Design experiences that reduce friction, increase trust, and drive long-term retention
2. Customer Service Experience (AI + Human)
Lead the design of an AI-first, human-enabled support model
Own all customer support channels (voice, chat, email, async)
Drive improvements in customer effort (CES), resolution quality, and speed
Build a scalable service model that balances efficiency with high-touch care
3. Voice of Customer (VoC) & Insights
Own NPS, CSAT, and customer effort measurement systems
Establish a closed-loop feedback system that drives action across the organization
Leverage AI and analytics to identify root causes and systemic issues
Ensure customer insights directly inform product, operations, and strategy
4. Organizational Design & Leadership
Build and lead a high-performing team across
Customer Experience & Journey Design
Customer Service / Support
VoC & Customer Insights
Develop leaders who can operate at scale in a fast-growing environment
Foster a culture of customer-centricity, accountability, and continuous improvement
5. Cross-Functional Influence
Partner closely with Product, Engineering, and Operations to eliminate customer pain points at the source
Influence roadmap prioritization using customer data and insights
Ensure alignment between digital experience and human support
6. Metrics & Performance
Own and improve key experience metrics
NPS, CSAT, Customer Effort Score (CES)
First contact resolution, time to resolution
Cost to serve and support scalability
- Establish a data-driven operating cadence to track and improve performance
