Director of Customer Experience
Use this comprehensive Director of Customer Experience job description to help you attract candidates with the right skills to perform in your business. This job description template is optimized for easy posting to online job boards or career pages.
How To Write A Director of Customer Experience Job Description
Summary:
- Why is the role being filled?
- How does this role fit into the organization and the team?
- What makes your company unique?
- What would it be like to work for your company?
Requirements:
- What technical skills are needed for this role?
- Which soft skills are applicable for this role?
- What are the nice-to-have experiences of your ideal candidate?
- Include availability preferences in this section
Responsibilities:
- What are the key deliverables for this role?
- What does the day-to-day of this role look like?
Benefits:
- Compensation & bonuses
- Employee benefits & perks
- Ongoing training benefits
To find the best person for the role, you need to understand what the role involves. Before creating a Director of Customer Experience job description, we recommend building your ideal Director of Customer Experience Skills Profile. You can complete this skills profile with the hiring manager to define the role, contribution, and skills needed. Here are some examples of skills to include in your Director of Customer Experience job description:
Customer Acquisition/
Retention
Strategy
Leadership
Director of Customer Experience Job Description
Are you a strategic Director of Customer Experience who is passionate about providing the best possible customer service and thrives on solving problems?
Director of Customer Experience Job Description Summary
Our company is looking for a Director of Customer Experience to join our Executive team and deliver capability and solutions across the key areas of their portfolio. The role will be taking the lead on guiding the organization through the process of defining and delivering best in class customer experience and supporting and refining our communications delivery at both an organizational and local level in addition to driving improvement and innovation in how we attract inquiry.
About Your Company
[Insert 3-4 sentences summarizing what your company does. Share your mission, vision, and a little bit about your product or service.]
Director of Customer Experience Job Responsibilities
- Inspiring, driving and motivating the team and others by being an open, authentic and genuine leader who is energized by winning as a team
- Improving and differentiating the customer experience while considering the impact on operations
- Providing guardianship of the customer by critically analyzing their needs to accurately inform company strategies
- Building strong internal relationships with key stakeholders and communicating a compelling vision of the future of customer experience and service
- Collaborating in discussions with internal teams to influence direction and align delivery to optimize the user experience
- [Add or delete details about the role where necessary]
[Read more: What does a Director of Customer Experience do?]
Director of Customer Experience Job Requirements
- The ability to manage up and down and develop strong working relationships with your team and the executive team
- Established skills in providing high levels of customer service where you have utilized your leadership experience to achieve targets on an individual and team basis.
- Experience with CRM systems
- A practical mind to find solutions on the spot partnered with a curiosity to continuously improve and innovate
- The ability to manage up and down and develop strong working relationships with your team and the executive team
- [Add or delete details about the role where necessary]
[Read more: How to hire a Director of Customer Experience]
Pro Tip
In building your candidate profile, remember you’ve already identified what skills are needed to succeed in the role. Here’s where to list your “must-have” skills and maybe a couple of “nice-to-have” skills. For example, a Director of Customer Experience must empathize with customer’s concerns and problems, but it would be nice to have sales experience.
Director of Customer Experience Benefits
- [List all of your company’s core benefits here]
- [This list might include health insurance, 401k matching, wellness or commuter reimbursements, and parental leave policies]
- [It also might mention nice perks like the office’s location, your dog-friendly environment, a flexible vacation policy, or meals provided]
- [Consider mentioning industry-specific benefits]
[Read more: How much does it cost to hire a Director of Customer Experience?]
Pro Tip
Ensure that the entire recruitment process, from the job description to assessment to interview, reiterate your company vision and values. This will help you identify the right people for the role, and applicants will know whether your company is the right fit for them.
