Director, Customer Experience

Constant Contact; Massachusetts; Hybrid; USD 137,000 - 172,000; Full time

Benefits offered by this job

Health benefits

Paid leave

Job summary

Constant Contact is seeking a Director of Customer Experience to build and lead a cross‑functional CX function that unifies customer insights and drives improvements across the lifecycle. This role partners with Sales, Product, Support and Marketing to turn feedback into measurable outcomes.

The position emphasizes hands‑on leadership, data‑driven decision making and the ability to influence senior stakeholders while maintaining a practical, action‑oriented approach.

Qualifications

• 8+ years of progressive experience in Customer Experience, Customer Insights, Voice of Customer, CX Strategy, Customer Analytics or a related field
• Experience building or establishing CX programmes in a growing or evolving organisation
• Experience in SaaS, subscription or high‑volume, low‑touch customer environments
• Proven experience managing and developing a team
• Track record of turning customer insights into measurable business or customer experience improvements

Responsibilities

• Build and lead our CX function, establishing strategy, priorities and operating model
• Own the end‑to‑end customer journey across Sales, onboarding, product, Support, Success, Education and renewal
• Turn customer signals into action by combining feedback, surveys, behavioral data and research
• Strengthen our Voice of Customer program with a company‑wide view of customer needs
• Establish CX measurement and reporting with executive‑level insights
• Improve critical customer hand‑offs between Sales, onboarding and product‑human support
• Partner across Sales, Product & Design, Marketing, Support, Education and Community to drive improvements
• Establish a cross‑functional CX operating rhythm with accountability
• Lead and develop a small, high‑impact team as a hands‑on leader

Skills

CX leadership

Data-driven

Voice of Customer

SaaS experience

Cross-functional collaboration

Job description

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non‑pros and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities–and we’re just getting started!

About the Opportunity

At Constant Contact, our customers are at the heart of everything we do. As our Director, Customer Experience, you'll have the opportunity to build and lead a dedicated Customer Experience function that brings a holistic, data‑driven view of the customer journey across the organization.

This is a highly cross‑functional role focused on identifying and improving the moments that matter most across the customer lifecycle, from the initial sales conversation and onboarding, through product usage, support, education, community, and renewal. You'll help Constant Contact better understand where customers experience friction, why it happens, and what we can do to create a more seamless experience.

As our first dedicated Customer Experience leader, you'll lead our existing Voice of Customer (VOC) team and establish the frameworks, insights, and operating rhythms that make the customer experience visible across the company. You'll partner closely with leaders across Sales, Product & Design, Support, Success, Marketing, Education and Community to turn customer insights into meaningful business and experience improvements.

This role is ideal for a hands‑on CX leader who is equally comfortable analyzing data, building programs from the ground up, influencing senior stakeholders, and rolling up their sleeves to get things done. You'll bring independent, evidence‑based perspectives to the organization, and help drive action even when the teams responsible for the customer experience don't report directly to you.

What You'll Do:

• Build and lead our CX function, including our existing Voice of Customer team, establishing the strategy, priorities and operating model for the function
• Own the end‑to‑end customer journey, identifying friction and opportunities across Sales, onboarding, product, Support, Success, Education, Community and renewal
• Turn customer signals into action by bringing together feedback, survey results, behavioural data, research, and other sources to identify systemic issues and prioritise opportunities
• Strengthen our Voice of Customer program, creating a clear, company‑wide view of what customers need and where we can improve
• Establish CX measurement and reporting, developing meaningful metrics and executive‑ready insights that connect customer experience to business outcomes
• Improve critical customer hand‑offs, particularly the transition from Sales to onboarding and the intersection between our digital product experience and human support
• Partner across Sales, Product & Design, Marketing, Support, Success, Education and Community to influence priorities and drive meaningful improvements without direct authority
• Establish a cross‑functional CX operating rhythm that brings the right leaders together, creates accountability and keeps customer experience at the centre of business decisions
• Lead and develop a small, high‑impact team, operating as a player‑coach who is willing to roll up their sleeves and do the work

Who You Are:

Experience

• 8+ years of progressive experience in Customer Experience, Customer Insights, Voice of Customer, CX Strategy, Customer Analytics or a related field
• Experience building or establishing CX programmes in a growing or evolving organisation
• Experience in SaaS, subscription or high‑volume, low‑touch customer environments
• Proven experience managing and developing a team
• Track record of turning customer insights into measurable business or customer experience improvements

Strategic & Analytical Excellence

• Strong quantitative and analytical skills with the ability to independently evaluate data and translate it into compelling business insights
• Experience combining quantitative and qualitative customer signals to identify trends, root causes and opportunities
• Strong understanding of customer journey mapping, service design and Voice of Customer methodologies

Leadership DNA

• Proven ability to influence without authority and build credibility with senior leaders, particularly across Sales and Product
• Executive presence and exceptional communication skills, with the ability to make complex customer insights clear and actionable
• Comfortable challenging assumptions respectfully when the data tells a different story
• Hands‑on, curious and comfortable building structure where none exists
• Pragmatic and collaborative, with a bias toward action and a focus on high‑impact opportunities

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate's experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees

$137,280 — $171,600 USD

Why You'll Love Us:

• We celebrate one another's differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programmes in place that bring us together on important issues and provide educational opportunities for all employees.
• Join the experts. If you're passionate about supporting businesses and organisations, you won't find a better spot to share your talent. We're dedicated to improving the quality of our product from a customer standpoint and have a strong desire to enable the success of businesses, non‑profit organisations and community groups.
• You'll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
• A generous paid time off policy and a competitive benefits package that supports the health and well‑being of you and your family.

At Constant Contact, we're all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in‑person, participate in live trainings and socialise with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Vision6 Pty Limited is an affiliate of Constant Contact, Inc. and a part of the Constant Contact group of brands.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [e-mail].

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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