Director, Customer Experience Jobs

SUMMARY

The RealPage Customer Success Team is looking for a Director of Customer Experience (CX) to join our growing team. In this high-impact role, you will apply your CX expertise and passion for driving cross-functional transformation programs that delight customers and accelerate customer growth and loyalty. You will be a strategic , senior individual contributor reporting to the SVP, Customer Success, Strategy and Operations leader.

PRIMARY RESPONSIBILITIES

• Conduct customer journey analytics uncovering friction points and actionable insight.
• Regularly report to CEO about the state of the competition in the industry regarding customer experience strategies and emerging trends
• Assist with ongoing customer insights studies and surveys, including customer and research, to drive continuous improvement in the competitive strength customer experience
• This role will sit in Board meetings to present decks
• Utilize tools such as Gainsight and Salesforce to drive data insights
• Serve as a critical linkage with key customer and distributor/channel partner digital marketing teams
• Revamp our CX Score Card by building upon the existing data structure
• Develop short and long-term CX strategies in partnership with leadership and build out the CX roadmap and technology tool suite
• Define and create a customer experience KPI scorecard and journey analytics to determine the efficacy of the customer experience impact on vision and strategy including NPS, revenue growth, profit growth, retention
• This role will have global presence
• Develop and drive comprehensive strategy across the enterprise to develop a lifecycle customer listening program.
• Drive improvements and customer enhancements that improve the customer journey
• Drive alignment across the Business Units for a unified CX strategy approach including running workshops and executive level presentations and communication.
• This role will interact directly across the global organization
• Maintain strong “pulse” of external CX best practices, methodologies, and tool

REQUIRED SKILLS/KNOWLEDGE/ABILITIES

• Excellent verbal and written communications skills across all levels of the organization
• Understanding of the CX tools and technology landscape
• Strong organizational skills and ability to drive “drumbeat” to move initiatives forward
• Energized by ambiguity and solving complex problems
• Ability to multi-task and work in a dynamic, fast-changing entrepreneurial environment
• Bachelor’s Degree and 10+ years of relevant professional experience across CX, Program management, Research, and other related roles
• Ability to build relationships and inspire/influence colleagues at all levels
• Expert in quantitative and qualitative research methods
• Strong grasp of statistical analysis and data analysis and interpretation
• Experience leading cross-functional CX initiatives within SaaS Technology companies
• Experience with change management frameworks and internal communications

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Experience

• 10 year(s): 10+ years of relevant professional experience across CX

Education

• Bachelors or better in Marketing or related field

Skills

• Analytical/Problem Solving
• Critical Thinking
• Communication

Behaviors

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Dedicated: Devoted to a task or purpose with loyalty or integrity