ApplyBoard

Director of Customer Experience (BB-46617)

Found in: Neuvoo Bulk CA

Description:

Responsibilities:

Refine existing customer experience strategies, framework and tools that are aligned with ApplyBoard’s vision
Develop KPIs, benchmarks, and other measures of success for a best-in-class customer experience
Develop operational frameworks of the end-to-end customer experience across all interaction channels for learning, online engagement, in-product help to deliver an effortless customer experience
Develop and maintain programs that foster positive relationships with partner educational institutions
Acts as key stakeholder and consultant in customer experience initiatives across the company, advising on prioritization and design and measuring outcomes


Preferred Experience

    • 10+ years of progressive experience with enterprise-level customer experience teams
    • Experience scaling a customer experience team, managing up to 250 team members
    • Ability to work in a start-up environment with a good understanding of SaaS and PaaS models
    • Has worked with global stakeholders and teams
    • Track record of building high performing teams, defining organizational structure, acquiring and developing talent
    • A roll-up-their-sleeves approach to the design, development, implementation and measure of customer experience
    • Proficient in using software tools that create and measure KPIs
    • Excellent critical-thinking and interpersonal skills that lead by example
    • Demonstrated excellent verbal and written skills; the ability to speak to large groups and lead or facilitate techno-functional workshops
What We Offer:
Besides having the opportunity to work with a brilliant and globally diverse team we also offer:
The opportunity to have an impact on a product that is positively affecting change to thousands of students lives every day
To work with a brilliant and globally diverse team that is the fastest growing in the Waterloo region
Great compensation and benefits package to keep you healthy and happy!

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