Head of Customer Experience

The Head of Customer Experience will be responsible for shaping the entire customer journey lifecycle, from initial contact to long-term retention. This includes setting the strategy, building the customer experience function, hiring and managing a team, and implementing necessary tools to deliver a best-in-class CX program. The role involves designing and leading the end-to-end customer experience strategy, including support operations, community building, and customer feedback loops. Responsibilities include building and managing a team of CX agents, developing support infrastructure and implementing systems for efficient customer inquiry management, creating policies, scripts, and workflows that align with brand voice and values, and monitoring key CX metrics. The Head of CX will also serve as the voice of the customer across the organization, bringing insights to product and brand teams, implementing knowledge bases and self-service tools, working closely with operations to troubleshoot issues, and driving retention through personalized support and post-purchase engagement.