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Director of Client Experience

Salt Lake City, Utah
The Director of Client Experience is responsible for driving MetTel’s Experience Management strategy across customer, employee, product, and brand experience. Their primary focus will be to develop programs and tactics to elicit actionable customer insights along the entire MetTel customer journey. They will educate and inspire leaders throughout the company to use the Experience Data as a critical part of their performance incentives, thereby boosting brand loyalty and customer retention. They will likewise be an advocate for the employee experience, offering tools and insights to assist leadership in retaining top talent and preventing costly churn.

Responsibilities:
  • Detect and mitigate disloyalty signals across all support channels
  • Develops metrics that forecast customer churn, with root causes and solutions
  • Sponsor pragmatic solutions to solving chronic sources of high customer effort
  • Provide behavioral coaching to the customer-facing frontline teams
  • Occasional event feedback projects for Marketing and Sales
  • Brand reputation and product experience
  • Net Promoter Score (NPS) maintenance and publication

Qualifications:
  • Prior experience consulting or implementing XM programs, preferably in tech sector
  • 5+ years experience in an XM role
  • 4-year degree preferred
  • Familiarity with widely used XM platforms and proficiency in at least one
  • Strong presentation skills to a C-suite audience

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