Director, Customer Experience
- Develop and lead a comprehensive process for capturing, analyzing, and prioritizing customer concerns from all channels and touchpoints.
- Infuse customer sentiment and feedback into advanced analytics and AI models to ensure prioritization reflects both business impact and customer experience.
- Build and maintain dashboards and visualization tools that provide real-time visibility into customer sentiment, concern status, and resolution progress for executive leadership.
- Deliver clear, actionable recommendations to product, engineering, service, sales, and other cross-functional teams based on data-driven insights.
- Conduct rigorous root cause analysis to uncover underlying drivers of customer concerns, distinguishing between technical, process, and perception-based issues.
- Map concerns to the appropriate internal organizations (e.g., Design, Engineering, Manufacturing, Service, Sales), often involving multiple teams, and ensure clear ownership for resolution.
- Oversee the end-to-end process of shepherding prioritized concerns through to resolution, tracking progress and escalating as needed to executive leadership.
- Establish and track KPIs for customer concern resolution, customer satisfaction, and organizational responsiveness.
- Collaborate with leaders across product, engineering, manufacturing, service, and sales to drive accountability and ensure timely, effective resolution of customer issues.
- Leverage a strong technical understanding of vehicle systems and customer-facing technologies to accurately interpret concerns and assign ownership.
- Serve as the internal advocate for the customer, ensuring their needs and pain points are understood and addressed in strategic planning and operational execution.
- Foster a culture of customer-centricity, continuous improvement, and data-driven decision-making throughout the organization.
- Bachelor’s degree in Engineering, Data Science, Business, or related field; advanced degree preferred.
- 10+ years of experience in customer experience, analytics, product management, or related roles, preferably in automotive, technology, or consumer sectors.
- Demonstrated expertise in data analytics, AI, and customer sentiment analysis.
- Strong technical acumen with the ability to understand vehicle systems and translate technical issues into actionable business insights.
- Proven ability to lead cross-functional initiatives and drive accountability across multiple departments.
- Exceptional problem-solving, communication, and stakeholder management skills.
- Experience building and scaling customer experience programs in fast-paced, innovative environments.
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