We are seeking a Director of Customer Experience Programs to build and lead two foundational pillars of our customer experience strategy, Voice of the Customer and Customer Community. As the leader of these newly formed functions, you will be responsible for designing, executing, and scaling our Voice of the Customer (VoC) and Customer Community programs from the ground up. This is a unique opportunity to blend strategic leadership with day-to-day execution to drive meaningful customer engagement, advocacy, and insight across the organization. You’ll work cross-functionally with Customer Success, Product, Marketing, Sales, and Support to amplify the customer’s voice, foster peer-to-peer connection, and build loyalty and growth through deeper community and feedback integration.
Key Responsibilities:
Voice of the Customer (VoC) and Customer Advocacy
Design and launch a company-wide VoC program that captures, analyzes, and delivers actionable customer insights
Establish feedback loops across key touchpoints (e.g., NPS, CSAT, surveys, interviews, product feedback)
Synthesize and present findings to executive stakeholders to influence roadmap, services, and go-to-market strategies
Build dashboards and reporting frameworks that quantify customer sentiment and drive accountability
Develop governance processes to ensure customer feedback is prioritized and acted upon across teams
Leverage technology and AI tools to design and execute a robust and prescription program with proactive and reactive playbooks
Create and execute an Executive sponsorship program as part of a multi-level coverage strategy
Customer Community
Develop the vision and strategy for our digital customer community, aligned with business goals and customer needs
Select and implement the right platform (e.g., Higher Logic, Khoros, Insided) and establish core use cases (forums, events, user groups, ideation, etc.)
Define engagement strategies to increase participation, peer-to-peer learning, and brand advocacy
Collaborate with Product Marketing and Customer Success to create meaningful programming, content, and campaigns
Measure and report on community health, growth, and business impact
Leadership & Execution
Build the foundation: create processes, define KPIs, and establish tools and systems needed to scale both functions
Act as a cross-functional connector, ensuring customer insight and voice inform decision-making across departments
Operate as both strategist and doer — from designing programs to directly facilitating engagement
Influential leadership to align cross functional departments to execute on strategy