Director, Customer Experience

HHAeXchange; New York (NY); On-site; USD 140,000 - 160,000; Full time

Job summary

HHAeXchange is looking for a Director of Customer Experience to lead strategy and execution of customer satisfaction initiatives. The role involves mapping the customer journey, improving processes, and delivering actionable insights. Ideal candidates will possess extensive experience in customer experience within SaaS or healthcare technology environments. Join a team passionate about transforming the healthcare space and making a difference in homecare delivery.

Benefits

Competitive health plans

Paid time-off

401K retirement program with company match

Other company-sponsored programs

Qualifications

• 8–10+ years of experience in customer experience or operations leadership, preferably within SaaS or healthcare technology.
• Significant experience with analytics and BI tools for data analysis.
• Strong communication and presentation skills.

Responsibilities

• Map customer journey and identify challenges to enhance experience.
• Develop customer experience strategies and eliminate friction points.
• Own the CX dashboard and monitor key performance indicators.

Skills

Customer Experience

Analytics

Communication

Cross-Functional Collaboration

Process Improvement

Education

8–10+ years in customer experience or operations leadership

Tools

Salesforce

Tableau

Gainsight

Hubspot

Pendo

Job description

Join to apply for the Director, Customer Experience role at HHAeXchange

Join to apply for the Director, Customer Experience role at HHAeXchange

Get AI-powered advice on this job and more exclusive features.

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.

As part of the Customer Experience team, this role will lead the design and execution of an outstanding customer experience strategy by owning the customer journey, reducing friction points, and improving customer satisfaction and product adoption. It will drive measurable outcomes through analytics, Voice of the Customer (VoC) programs, and strong cross-functional collaboration with teams including Marketing, Product, Implementation, and Operations.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

• Customer Journey Mapping – Map and analyze the customer journey to define all the touchpoints a customer goes through, identify the challenges at each stage, and opportunities to enhance the customer experience that result in increased platform adoption and journey velocity.
• Customer Experience Strategy Development: Dive deep into user needs and pain points and design training and communication strategies to eliminate friction from their journey to deliver outstanding experience and drive platform adoption.
• Process Improvement: Identify and implement improvements for processes to enhance efficiency and effectiveness in all facets of the customer journey.
• Analytics and Actionable Insights: Own the CX dashboard - developing and monitoring key performance indicators (KPIs) related to customer experience, the customer journey, and product adoption, and share these metrics and actionable insights with senior leadership and cross-functional partners to influence process and customer experience improvements.
• Strategic Alignment and Communication: Facilitate communication and collaboration across teams to drive forward projects that deliver consistent and positive customer experience, internal awareness of changes and improvements, and ensure projects align with the company's vision and goals.
• Cross-Functional Program Management: Own and drive cross-functional initiatives, from planning and execution to tracking outcomes, with teams including marketing, product, customer success, implementation, and technical customer care.
  
  
  

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader.
  
  
  

Travel Requirements

• Travel 10-25%, including overnight travel
  
  
  

Required Education, Experience, Certifications And Skills

• 8–10+ years of experience in customer experience, strategy, or operations leadership, preferably within SaaS or healthcare technology
• Experience in homecare or homecare-adjacent industries strongly preferred
• Significant experience working with analytics and BI tools with strong ability to analyze data, identify trends, and draw meaningful conclusions
• Experience with CX tools including Pendo, Salesforce, Gainsight, Tableau, Hubspot
• Strong and engaging communication and presentation skills with a strong ability to influence without authority
• Experience working in a high-growth, B2B SaaS company a plus
• Self-sufficient, self-starter with proven success taking ownership and operationalizing projects
• Ability to take complex topics and make them simple and digestible
• Excellent oral presentation skills, interpersonal communication, and writing skills
• Demonstrates ability to be flexible, transparent, and team-oriented in a fast-growing environment
• Strong people management skills and experience with the ability to operate cross-functionally to deliver on key business objectives
• Strong empathy for customers and passion for revenue and growth
  
  
  

The base salary range for this US-based, full-time, and exempt position is $140,000 - $160,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

Referrals increase your chances of interviewing at HHAeXchange by 2x

Sign in to set job alerts for “Director Customer Experience” roles.

New York, NY $135,000.00-$165,000.00 3 weeks ago

Commack, NY $130,000.00-$140,000.00 20 hours ago

Associate Director, Customer Data Platforms & Analytics Engineering

Director of CRM and Lifecycle Marketing - Remote Position

Director of Client Partnerships - Retail

Strategic Customers – Global 360 Deals (Elevate) Director

New York, NY $190,725.00-$314,700.00 1 week ago

Director, Business Development - Advertisers

New York, NY $66,000.00-$225,000.00 2 weeks ago

New York, NY $160,000.00-$190,000.00 2 weeks ago

Director of Client Partnerships - Pharmaceuticals

New York City Metropolitan Area 1 week ago

New York, NY $150,000.00-$175,000.00 1 month ago

Sr Director of Global Solutions Engineering

New York, NY $180,000.00-$220,000.00 1 week ago

Director, Programmatic Supply Operations

New York, NY $150,000.00-$190,000.00 1 day ago

New York, NY $110,000.00-$175,000.00 1 month ago

New York, NY $90,000.00-$100,000.00 1 week ago

New York, NY $85,000.00-$125,000.00 4 months ago

New York, NY $90,000.00-$110,000.00 5 months ago

New York, NY $220,000.00-$240,000.00 1 day ago

New York, NY $120,000.00-$140,000.00 1 day ago

Senior Director, Brand Partnerships - Sales Role. New York, Chicago, Los Angeles or Austin

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.