Director, Customer Experience Systems & Insights

Role Overview

The Director, Customer Experience Systems & Insights is charged with designing, expanding, and refining systems that provide comprehensive visibility into the end-to-end customer journey, including key leading and lagging performance indicators. This position turns organizational goals into concrete customer experience (CX) activities by managing systems, budgets, AI-driven automation, governance, and performance metrics for senior leadership and the Board.

Key Responsibilities

• Develop a clear and transparent process for intake, prioritization, and scheduling of CX initiatives with proactive tracking of delivery timelines to ensure alignment with scope and stakeholder expectations.
• Convert stakeholder requirements into evaluation, implementation, and ongoing enhancement of the CX toolset.
• Drive adoption and continual improvement of CX technology across the customer experience team and other departments.
• Create executive-level dashboards and reports to identify trends, measure KPIs, and transform data into actionable business insights.
• Lead engaging meetings and training sessions that align stakeholders, increase system uptake, and empower internal teams to achieve success.

Candidate Profile

• Proven ownership of customer experience technology stacks including optimization, user adoption, reporting, and vendor relations.
• Minimum five years in customer experience, support operations, or similar operational roles, with at least two years of leadership experience.
• Expertise in developing reporting and analytics platforms to support executive decisions.
• Skilled in building scalable spreadsheets, forecasting models, and capacity plans for operational decision-making.
• Experience leading teams including direct supervision of analyst or coordinator roles.
• Track record of implementing process improvements that enhance efficiency or reduce costs.
• Industry certifications such as CCXP (Certified Customer Experience Professional) are highly regarded.
• Experienced in leveraging AI to create or enhance workflows and processes.
• Proficient with Salesforce, Hubspot, Churnzero or Gainsight, project management tools (Klient or Wrike), Zendesk, Gong, and similar platforms.

Compensation and Additional Information

The role offers an annual salary range between $144,000 and $164,000. Additionally, candidates are eligible for performance bonuses based on achieving predefined KPIs and personal targets.

PetDesk provides user-friendly client engagement tools along with a top-rated pet parent application designed to streamline veterinary clinic operations and enhance client relationships.

The company follows a standardized recruitment process called "Who: The A Method of Hiring," typically completed within two weeks. Candidates experience consistent interview questions and evaluations to ensure fairness.

Note that submissions from external recruiting agencies will not be considered.

Artificial intelligence tools may be utilized during the hiring process to assist with reviewing applications and analyzing information; however, final hiring decisions are made by humans. Further information about data usage in the hiring process is available upon request.