We are seeking a Head of Customer Experience Initiatives to lead our customer experience analytics and insights team. The ideal candidate will be responsible for collecting, analyzing, and interpreting customer data to identify customer needs, pain points, and opportunities to enhance customer satisfaction and loyalty. The Head of Customer Experience Initiatives will work closely with cross-functional teams to develop strategies and initiatives that improve the customer experience and drive business growth.

• Develop and implement a comprehensive customer experience analytics strategy that aligns with the organization's business goals and objectives
• Lead the customer experience insights team in collecting, analyzing, and interpreting customer data from various sources, including surveys, customer feedback, social media, and other data sources
• Develop and implement metrics and KPIs to measure customer satisfaction, loyalty, and other key performance indicators
• Work closely with cross-functional teams, including Marketing, Sales, Product Development, and Customer Service, to identify opportunities to enhance the customer experience
• Identify customer pain points and develop programs to address those pain points, including process improvements, product enhancements, and customer service training
• Develop and implement customer journey maps to understand customer touchpoints and identify opportunities for improvement
• Drive a culture of data-driven decision-making across the organization by providing insights and recommendations based on customer data
• Stay up-to-date with the latest trends and best practices in customer experience analytics and insights

• Bachelor's degree in Business, Marketing, or related field; Master's degree preferred
• 7+ years of experience in customer experience analytics and insights, with a track record of developing and implementing successful customer experience programs
• Strong analytical skills with experience in data analysis, data visualization, and customer segmentation
• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and communicate complex ideas to non-technical stakeholders
• Strong leadership skills, with the ability to lead and motivate a team of analysts and insights professionals
• Experience working with customer experience management platforms and tools, such as Qualtrics, Medallia, or CustomerGauge
• Knowledge of statistical analysis and survey research methodologies
• Strong project management skills, with the ability to prioritize and manage multiple projects simultaneously