Director, Customer Experience

Director of Customer ExperienceOverviewWe are seeking a strategic customer-obsessedDirector of Customer Experienceto lead and elevate every aspect of our customers journeyfrom purchase and onboarding through implementation to ongoing product use adoption and advocacy. This leader will be responsible for shaping a seamless high-quality experience across all touchpoints ensuring our customers achieve maximum value from our solutions.Key ResponsibilitiesCustomer Journey Ownership:Own and optimize the end-to-end customer experience including purchasing onboarding implementation product usage and adoption. Map and continually refine the customer journey to identify and eliminate friction points.Customer-Centric Culture:Champion a customer-first mindset across the organization. Foster a culture where every team member understands and prioritizes customer needs and satisfaction.Strategy & Execution:Develop and implement customer experience strategies that drive satisfaction retention and loyalty. Works alongside Competitive Intelligence teams to benchmark our strategy and execution relative to competition. Set clear goals and KPIs and measure the effectiveness of initiatives.Cross-Functional Leadership:Collaborate with Sales Product Marketing Support and Engineering to ensure a unified and consistent customer experience. Lead cross-functional initiatives to address customer pain points and improve processes.Customer Feedback & Insights:Establish systems to collect analyze and act on customer feedback from multiple channels. Use data and insights to inform product and process improvements.Adoption & Engagement:Drive initiatives to increase product adoption usage and customer engagement. Develop programs and resources that help customers realize the full value of our solutions.Quality Assurance:Monitor and improve the quality of customer interactions and product experiences. Implement standards and processes to ensure consistency and excellence at every touchpoint.Team Leadership & Development:Build mentor and inspire a high-performing customer experience and UX/UI team. Set clear expectations provide regular feedback and foster professional growth.Reporting & Continuous Improvement:Track and report on customer experience metrics and KPIs. Present findings and recommendations to senior leadership and drive a culture of continuous improvement.Skills and Experience needed.Previous experience a similar role ideally within the Cyber industry and/or high-performance enterprise cloud SaaS software environments Proven experience leading and optimizing end-to-end customer journeys including purchase onboarding implementation and ongoing engagement.Demonstrated ability to develop and execute customer experience strategies that drive satisfaction retention and loyalty.Strong track record of fostering a customer-centric culture and championing customer-first initiatives across diverse teams.Expertise in mapping customer journeys identifying friction points and implementing process improvements to enhance the overall experience.Skilled in cross-functional leadership collaborating effectively with Sales Product Marketing Support and Engineering to deliver a unified customer experience.Advanced ability to collect analyze and act on customer feedback and insights to inform product and process enhancements.Experience designing and launching programs that increase product adoption usage and customer advocacy.Proficient in establishing and monitoring quality assurance standards to ensure consistency and excellence at every customer touchpoint.Strong leadership and team development skills with a history of building mentoring and inspiring high-performing customer experience and UX/UI teams.Analytical mindset with experience tracking reporting and presenting customer experience metrics and KPIs to senior leadership driving continuous improvement.The base salary range for this position is 120000 – 180000 base benefits. This reflects the minimum and maximum target for new hire salaries for this position. This position may also be eligible for incentive plans and other related benefits. Our salary ranges are determined by role level and location. These factors and individual capabilities will also determine the individual pay offered.#LI-GC1DEI StatementCybersecurity is a community effort. Thats why were committed to building an inclusive diverse community that celebrates and welcomes everyone unless theyre a cybercriminal of course.Were proud to be an Equal Opportunity and Affirmative Action Employer and wed encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.We consider everyone equally: your race age religion sexual orientation gender identity ability marital status nationality or any other protected characteristic wont affect your application.Due to certain obligations to our customers an offer of employment will be subject to your successful completion of applicable background checks conducted in accordance with local law.Required Experience:Director Key Skills CSS,InVision,Balsamiq,HTML5,Information Architecture,Ux,Usability,Fireworks,User Research,UI,Axure,Experience Design Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 120000 – 180000