Director of Customer Experience Strategy

Summary

Athens Services is seeking a strategic and customer-focused leader to shape and advance the company's customer experience vision as we continue to grow and evolve.

The Director of Customer Experience Strategy will be responsible for understanding, measuring, and improving the end-to-end customer experience across all customer touchpoints. This role will serve as the organization's champion for the Voice of the Customer (VoC), ensuring customer insights, feedback, behaviors, and expectations are translated into meaningful improvements that strengthen customer loyalty, enhance brand perception, and improve overall service delivery.

This leader will develop customer experience strategies, oversee customer journey initiatives, establish customer feedback programs, and identify opportunities to elevate the Athens brand experience. The successful candidate will combine deep customer experience expertise with strong analytical capabilities and a passion for understanding what drives customer satisfaction, trust, and long-term engagement.

The ideal candidate will have experience leading customer experience, patient experience, guest experience, member experience, or consumer experience initiatives within highly customer-centric organizations.

Job Description

Key Responsibilities

Voice of the Customer (VoC)

• Develop and lead the organization's Voice of the Customer strategy.
• Establish processes to gather, analyze, and act upon customer feedback across multiple channels.
• Monitor customer sentiment, satisfaction, and engagement trends.
• Translate customer insights into actionable recommendations that improve customer outcomes.
• Serve as the organization's advocate for customer needs and expectations.
  
  

Customer Experience Strategy

• Develop and execute enterprise-wide customer experience strategies aligned with company objectives.
• Define and maintain customer experience standards across all customer touchpoints.
• Identify opportunities to strengthen customer loyalty, retention, and satisfaction.
• Create customer-centric frameworks that support long-term business growth.
  
  

Customer Journey & Service Design

• Lead customer journey mapping initiatives to understand customer interactions across the entire lifecycle.
• Identify friction points and opportunities to simplify and improve the customer experience.
• Design and implement service improvements that create more seamless and positive customer interactions.
• Ensure consistency between customer expectations and service delivery.
  
  

Brand Experience & Customer Engagement

• Partner with leadership to ensure customer interactions reflect Athens Services' brand values and service commitments.
• Evaluate the effectiveness of customer communications, service processes, and engagement strategies.
• Recommend initiatives that strengthen trust, loyalty, and customer advocacy.
• Drive programs that enhance the overall perception of the Athens customer experience.
  
  

Customer Analytics & Insights

• Develop customer experience KPIs, dashboards, and reporting frameworks.
• Analyze customer feedback, survey data, operational performance, and customer behavior trends.
• Utilize data and predictive insights to identify emerging risks and opportunities.
• Present customer experience findings and recommendations to executive leadership.
  
  

Organizational Leadership

• Serve as a thought leader and subject matter expert on customer experience best practices.
• Support customer experience initiatives across the organization through coaching, education, and strategic guidance.
• Foster a culture that prioritizes customer-centric decision making.
• Lead customer experience projects from concept through implementation.
  
  

Required Qualifications

• 10 years of progressive leadership experience in Customer Experience, Patient Experience, Guest Experience, Consumer Experience, Member Experience, Brand Experience, or related disciplines.
• Demonstrated success developing and implementing customer experience strategies that improved customer satisfaction, loyalty, and engagement.
• Strong experience leading Voice of the Customer (VoC) programs and customer feedback initiatives.
• Experience with customer persona development, customer journey mapping, service design, and customer insights programs.
• Strong analytical and problem-solving skills with the ability to translate data into actionable business recommendations.
• Excellent communication, presentation, and stakeholder management skills.
• Proven ability to influence organizational change through customer-centric strategies.
  
  

Preferred Qualifications

• Bachelor's degree in Business, Marketing, Communications, Hospitality, Healthcare Administration, Psychology, or a related field.
• Master's degree preferred.
• Experience within healthcare, retail, hospitality, consumer services, telecommunications, utilities, transportation, or other customer-centric industries.
• Experience with customer experience measurement platforms, survey tools, CRM systems, and customer analytics technologies.
• Familiarity with customer loyalty programs, Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and related customer experience methodologies.
  
  

Salary: $160,000 - $200,000

Benefits

• Competitive wages
• Comprehensive benefit package Medical, Dental, Vision
• 401K
• Life Insurance
• Paid Vacation and Sick Time
• Career plan
• Recognition programs
• Professional development learning
• An exceptional work environment
  
  

Athens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran