Digital Experience Lead (CX)

Who Gives A Crap; Philippines; On-site; PHP 800,000 - 1,700,000; Full time

Benefits offered by this job

Competitive salaries

Healthcare support

Generous paid leave

Learning and development

Free toilet paper

Job summary

Who Gives A Crap is seeking a Digital Experience Lead to own how our Customer Experience tech stack operates. You will shape the roadmap for CX tools like Zendesk, Sprout, Zapier, and others, and lead automation initiatives and AI-powered workflows that reduce busywork.

You will collaborate with IT and Digital Product to implement new tools, and mentor one direct report as we scale internal processes to match growth. The role is central to making our CX operations more efficient and effective.

Qualifications

• Led a team and made independent recommendations with reasoning attached.
• Able to discuss technology at a high level and evaluate tools for business impact.
• Hands-on familiarity with CX platforms and AI-enabled automations.

Responsibilities

• Reviewed CX tech stack and consolidated tools to reduce duplication.
• Collaborated with Analytics & Insights to redesign Zendesk taxonomy.
• Outlined a 12-month roadmap for automation and AI experiments with Digital Product.
• Pushed back on unfavorable vendor renewals and proposed alternatives.
• Coached a direct report through cross-functional IT roadblocks.

Skills

Team leadership

Decision making

Tech fluency

AI awareness

Tools

Zendesk

Sprout

Zapier

Kodif

Job description

A bit about the role

As our Digital Experience Lead, you'll own how our Customer Experience team's technology actually works. You'll hold the roadmap for a stack of CX tools - think Zendesk, Zapier, Sprout and a handful of others - and make the call on what stays, what goes, and what gets replaced. You'll lead the build-out of automations and AI-powered workflows that take the busywork off our CX team's plate, partner closely with IT and Digital Product to land new tools properly, and lead and grow one direct report along the way. We're moving into a new phase of scaling up our internal processes to match our growth, and this role is central to making that happen - think less "maintain what exists" and more "figure out how we do this better."

Responsibilities

• Reviewed our CX tech stack and made the case for consolidating two overlapping tools into one
• Worked with the Analytics & Insights team to redesign our Zendesk issue-type taxonomy
• Sketched out a 12-month roadmap of automation and AI experiments with Digital Product
• Pushed back on a vendor renewal that didn't stack up on cost, and proposed an alternative
• Coached your direct report through a cross-functional roadblock with IT

Let's talk about you

• You lead without needing to be told how You've led a team before and you're used to making the call yourself, not waiting to be pushed into it. When something needs a recommendation, you bring one - with the reasoning attached.
• You speak fluent tech, without needing to write the code You don't need to be an engineer, but you understand technology well enough to pull apart a tool, weigh it against alternatives, and make a confident call on what we should actually be using. Hands-on time with tools like Zendesk, Sprout, Zapier, Kodif or similar CX platforms will help you hit the ground running.
• You use AI as a toolkit, not a talking point You're comfortable and confident using AI tools day to day, and you can see the practical ways they fit into automations and customer-facing workflows - not just the hype.
• You give a crap Do you want your work to make the world a better place? Do you want to work with other people who feel the same way? What a coincidence - us too!

Why should you work with us?

First off, as a certified B Corp™, we work to make a difference every day while maintaining the highest standards of social and environmental impact. With our most recent score of 125.5 we're in very good company with other exceptional B Corps around the world.

We also believe that helping to make the world a better place should be rewarded accordingly - that's why we offer competitive, market informed salaries, meaningful support towards healthcare for our team around the world, generous paid leave, tailored learning and development opportunities, and free toilet paper (yes, you read that right).

• competitive, market informed salaries
• meaningful support towards healthcare for our team around the world
• generous paid leave
• tailored learning and development opportunitiesfree toilet paper

Our engagement surveys (thanks Culture Amp!) tell us that our team is really proud (95%) to work for Who Gives A Crap and, well, we couldn't be more proud of that.

We want you to apply

If you're still reading, we think there's a strong chance you might be our kind of person. Here's the thing, though - research suggests that 60% of women and underrepresented folks might have already talked themselves out of applying. Even if you don't check every box above, we want to encourage you to introduce yourself. We believe a diversity of perspectives and experiences makes a team stronger - and the stronger our team, the closer we are to delivering toilets and clean water for all.