Director of Customer Experience Strategy

Grow a best-in-class and scalable CX Team:
Proactively advocate for the customer ensuring true customer-centricity
Ensure consistency in brand voice in every interaction across the CX ecosystem

Lead with Data:
Build business cases for policy changes and process improvements supported by deep quantitative and qualitative insights
Develop data-driven, long-term strategies that bolster the relationship with our customers

Build the Strategy:
Develop a technology roadmap that enables our systems to scale as we grow
Play a critical role in developing and executing overall company strategies, including growth into new channels, markets, collections, etc.
Build a comprehensive strategy around customer support channels including email, live chat, text message, and phone.

Optimize & Improve:
Create and implement improvements to the customer journey across every touch point, identifying and solving pain points along the way
Finding opportunities to improve CX processes and drive overall team efficiency

Partner cross-functionally with DH’s leadership team