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    Director, Customer Experience Design and Operations - Boston, United States - BigRio

    BigRio
    BigRio Boston, United States

    2 days ago

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    Description

    Job Title: Director, Customer Experience Design and Operations

    Duration: 3-6 Months Contract to Hire

    Location: Remote

    About BigRio:

    BigRio is a remote technology consulting firm headquartered in Boston. We deliver a range of

    solutions including custom machine learning/AI integrations and data warehousing and processing

    solutions. Our comprehensive approach serves clients from a variety of industries as a result of

    our ability to consistently, and quickly deliver cutting-edge and cost-conscious software

    solutions.

    SUMMARY:

    The Director of Customer Experience Design and Operations will be responsible for designing and

    implementing industry-leading, cutting-edge customer experience strategies in all customer

    touchpoints along the customer journey. This role is pivotal in ensuring that the client brand

    consistently delivers exceptional service experiences, fostering customer loyalty and driving

    business growth. The primary focus of this role will be CX in onboarding, ordering, and results

    delivery and follow-up. This role will also be responsible for digital and physical experiences,

    project management and operations.

    QUALIFICATIONS:

    Education:

    Bachelor's degree in business administration, CX, Product Management, operations management, or a related field is

    required.

    Experience:


    • Minimum of 12 years of experience in customer experience, service design, or a related field,

    with at least 3 years in a leadership role.


    • Proven track record of designing and implementing successful customer experience

    strategies.


    • Strong leadership skills with the ability to inspire and manage a diverse team.


    • Proficient in customer experience technologies and platforms.


    • Proven track record of optimizing operational processes and driving continuous improvement

    initiatives.


    • Strong analytical skills with the ability to interpret data and metrics to drive decision-making

    and improve performance.


    • Excellent communication and interpersonal skills, with the ability to effectively collaborate

    and influence cross-functional teams.


    • Strategic mindset with the ability to develop and execute plans to enhance end- to-end customer

    experience and service excellence.


    • Must possess a thorough understanding of the customer journey of healthcare

    providers/hospitals/patients.


    • Strong digital capabilities are required.


    • Excellent project management skills.

    DUTIES AND RESPONSIBILITIES:


    • Lead the development and execution of innovative customer experience strategies across all

    touchpoints.


    • Manage and enhance the end-to-end customer journey, ensuring a seamless, engaging, and highly

    personalized experience.


    • Drive the adoption of new technologies and digital tools to enhance customer interactions and

    satisfaction.


    • Establish and monitor key performance indicators (KPIs) for service delivery, customer

    satisfaction, and operational efficiency.


    • Implement feedback mechanisms to gather insights from customers and front-line employees, using

    this data to drive continuous improvement.


    • Responsible for end-to-end customer experience and ensuring the delivery of high-quality

    services across all touchpoints.


    • Implement new solutions by leading process improvement initiatives, leveraging best practices

    and industry standards.


    • Coordinate cross-functional collaboration to resolve any customer issues.


    • Analyze operational data and metrics to identify trends, opportunities, and areas for

    improvement.


    • Foster strong relationships with internal and external teams to facilitate communication and alignment on

    service operations and customer experience initiatives.

    Equal Opportunity Statement

    BigRio is an equal-opportunity employer. We prohibit discrimination and harassment of any kind based on race, religion, national origin, sex, sexual orientation, gender identity, age, pregnancy, status as a qualified individual with disability, protected veteran status, or other protected characteristic as outlined by federal, state, or local laws. BigRio makes hiring decisions based solely on qualifications, merit, and business needs at the time. All qualified applicants will receive equal consideration for employment.

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