In order to ensure exceptional customer experiences across our organization, we are in need of a highly skilled Chief Experience Officer (CXO) to join our leadership team. This position will take the lead on leveraging best practices in design and user experience. They will be responsible for establishing strategy, managing projects, and ensuring organizational efficiency, as well as overseeing the marketing and branding program to gain positive market share and service value for the organization. As a key leader within our company, they will work closely with other executives and leaders across departments, as well as front-line staff, in defining a clear vision for our customer interactions while simultaneously minimizing costs and operational inefficiencies. 

Typical Duties and Responsibilities

• Cultivate a sustainable culture of excellence across the customer service and customer support teams
• Oversee a team of designers, developers, and researchers dedicated to improving the user experience
• Emphasize the importance of understanding consumers and their motivations to employees and internal teams
• Foster an understanding of the buyer’s journey and customer life cycle throughout the organization
• Validate that the user experience strategy aligns with the business strategy
• Capture, monitor, and analyze user feedback
• Collaborate with operational stakeholders to identify the user persona and map and measure user journeys
• Work across marketing channels to develop and launch campaigns that improve customer satisfaction, loyalty, and brand image
• Measure and track acquisition, retention, and overall customer sentiment
• Advocate for consumer needs in the development and deployment of organizational projects and strategies
• Align the various elements of operations to fit into a cohesive whole focused on customer satisfaction
• Participate in regular meetings of the executive board and relevant committees and provide strategic direction and leadership

Education

• Bachelor’s degree in business, marketing, communications, or a related field

Required Skills and Experience

• 10+ years of experience in customer experience, service, or satisfaction
• 5+ years of experience in a leadership or management role
• Experience effectively developing and managing high-performing staff
• Experience leading strategic planning efforts, conducting strategic reviews, and assessing opportunities
• Experience using data to set goals, evaluate processes, and facilitate learning across the organization 
• Experience designing and implementing customer experience initiatives from scratch
• Thorough knowledge of customer experience practices, including customer journey mapping
• Knowledge of business operations and process management
• Knowledge of how to connect customer experience strategies and metrics to financial outcomes
• Excellent interpersonal and communication skills
• Demonstrated ability to work constructively with a wide variety of situations, personalities, and behaviors

Preferred Qualifications

• Master of Business Administration or similar graduate-level degree

Content Strategist

We are seeking a highly motivated and creative Content Specialist to join our growing marketing team. In this role, you will own the execution of our content calendar from ideation to posting across multiple social media platforms, email marketing, and overall online presence. Ultimately, your goal will be to ensure our online content is on brand and adds value for existing and potential customers. If you are passionate about creating high-quality and engaging content, then we would love to hear from you. 

Typical Duties and Responsibilities

• Manage the editorial calendar to ensure timely publication
• Assign posts and content to writers
• Conduct keyword and SEO research to understand customers’ needs
• Identify gaps in our current content offerings as recommend new topics
• Create style and content guides 
• Define our key brand messages and identity and ensure content is aligned with them
• Collaborate with editors, writers, UX designers, and marketers to deliver stories that are aligned with business goals
• Proofread and edit written pieces before publication
• Monitor web traffic and engagement, including key metrics such as conversions and bounce rates
• Measure the effectiveness and results of marketing campaigns and recommend improvements for future content performance
• Follow industry-related news and generate content ideas around trending topics
• Review and updated published content as needed
• Work with the legal and compliance teams to ensure content complies with relevant guidelines and policies

Education

• Bachelor’s degree in English, journalism, communications, marketing, or a related field

Required Skills and Experience

• 2+ years of experience creating and executing a content calendar
• Experience with content creation, strategy building, and content marketing
• Experience working with content management systems 
• Experience conducting email marketing and social media marketing campaigns
• Experience driving growth and engagement on social media
• Experience reading, researching, and editing topics related to our industry
• Knowledge of search engine marketing (SEM) and search engine optimization (SEO)
• Knowledge of user behavior and user experience design
• Knowledge of best practices to enhance the user experience
• Knowledge of key content metrics
• Knowledge of HTML and web publishing
• Excellent interpersonal and written and verbal communication skills
• Strong planning and organization skills
• Demonstrated portfolio of published articles and content

Preferred Qualifications

• Experience with project management