#Description#

At Employ we’re building the future of recruiting. Our technology helps thousands of companies around the world power their talent acquisition strategies and connects job seekers to their next career opportunity. We are seeking a Director, Customer Experience to lead and shape our customer engagement, release, knowledge, and product documentation programs. As the Director, Customer Experience, you will play a pivotal role in defining and executing strategies to enhance our customers' journey, engagement, and self-service experience, ultimately driving case deflection, customer retention and account growth. This position reports to the VP, Customer Operations.

Key Responsibilities:
Customer Experience Framework & Journey:
• Design the end-to-end Customer Experience program framework, tailored to different account sizes, contacts, and market segments.
• Collaborate with cross-functional teams to optimize the customer journey, ensuring a seamless and exceptional experience throughout.
• Launch cross-functional programs for key moments of need in the customer journey that result in an increase in scaled customer touchpoints and case deflection.

Customer Engagement & Communication:
• Oversee the development and implementation of new customer engagement programs, including user groups, communities of practice, product councils, and top accounts.
• Launch and manage the Employ community as a platform for all customers to engage, connect, and share their experiences.
• Maintain a consistent communication cadence with customers across product lines and releases through avenues such as customer town halls, newsletters, and other communication channels as necessary.

Customer Self-Service:
• Develop and implement programs that enable customers to find answers to their product-related inquiries without the need to submit help tickets.
• Building and launch new product documentation, KCS knowledge methodology, peer-to-peer answer forums, and release activation processes.
• Centralize release activation efforts that impact customers, and customer-division teams

Voice of Customer & Acting on Feedback:
• Establish and own the customer surveying methodology, including Net Promoter Score (NPS) surveys, and implement a robust process to close the feedback loop.
• Create a unified framework that enables customer interfacing teams to collect feedback, gauge post-engagement satisfaction, and act upon the insights gathered.

 Qualifications:
• Bachelor's degree in Business, Marketing, Communications or a related field
• 10 years in related roles within the tech industry
• Experience building out release programs, product documentation repositories, and knowledge bases built on the KCS methodology
• Demonstrated background in designing and implementing customer self-service and community programs in collaboration with product, marketing and support teams
• Experience merging multiple technology companies into single processes across product lines to benefit the customer experience
• Proficiency in building programs that use customer feedback to drive improvements
• Proven experience in process optimisation and change management
• Excellent communication and leadership skills