Director, Customer Experience

Cadent; New York (NY); On-site; USD 145,000 - 153,000; Full time

Job summary

An innovative firm is seeking a Director of Customer Experience to lead transformative initiatives that enhance customer interactions across all platforms. This role involves shaping the future of CX, driving strategic improvements, and fostering collaboration among various teams. You will mentor and inspire others, ensuring that customer satisfaction is at the heart of the organization. Join a growing company that values work-life balance and invests in your professional development, where your contributions will significantly impact customer experience and organizational success.

Benefits

Work-life balance

Employee well-being initiatives

Personal and professional growth opportunities

Qualifications

• 8+ years in customer experience with proven leadership.
• Ability to mentor and champion CX best practices.

Responsibilities

• Map customer journey to identify improvement opportunities.
• Create and execute a CX strategy to enhance customer satisfaction.

Skills

Customer Experience Expertise

Strategic Planning

Leadership

Communication Skills

Ad Tech Experience

SaaS Experience

Education

Bachelor's Degree in Business

Equivalent Experience in Marketing

Tools

Fullstory

Job description

Overview

Cadent ignites seamless connections between brands, publishers & consumers. Our predictive AI orchestrates outcomes on any platform customers are on, across any media they consume & at any stage of the journey. To learn more, please visit thenewcadent.com.

We’re looking for a Director of Customer Experience to join our growing Customer and User Experience team. In this role, you'll help shape the future of CX at Cadent. You’ll be a thought leader in the organization and drive collaborative change within the company, working to create seamless, impactful customer experiences at every touchpoint. You understand CX is a shared responsibility—and you know how to lead through influence, collaboration, and results.

Responsibilities

• Map the customer journey across all touchpoints to uncover opportunities for unification and improvement
• Create and execute a CX strategy that drives customer satisfaction, improves processes, and elevates the client experience across the customer lifecycle
• Lead the Technical Writing team, overseeing the Customer Community, Knowledge Base, and support content
• Drive growth of the community forums, feedback portal, community content, and Cadent academy
• Coordinate community content and engagement strategies, aligning voice and tone with brand standards
• Define and track KPIs that measure CX success using existing tools like Fullstory and championing new tools as needed
• Evolve our product release process and communications and facilitate internal training and UAT sessions
• Partner with Marketing, Product Marketing, Sales, Product, Support, and others to ensure a consistent, exceptional experience
• Build trust across the org—leading through collaboration, credibility, and a focus on results and data driven decisions
  
  

Qualifications

• You're a true CX expert with the ability to mentor, and champion CX best practices
• You’re both strategic and hands-on—you can set the vision and roll up your sleeves
• You are someone that is excited and has the drive to help build CX within company, proving why growth is needed in the team through strategic successes
• Ad Tech and SaaS Experience desired
• Bachelor's degree or equivalent experience in business, marketing, communications, or a related field
• 8+ years in customer experience, success, or related areas with proven leadership and measurable impact
• Excellent communication skills—you know how to inspire and influence across all levels
  
  

Why Join Cadent?

• Be part of a growing company
• We value work-life balance and employee well-being
• We invest in your personal and professional growth
• You’ll help shape the future of customer experience at Cadent
• You'll be backed by leadership that believes in the power of great CX
  
  

Pay Range

USD $145,000.00 - USD $152,500.00 /Yr.