Head of Customer Experience & Lifecycle

Global Data Systems; Mouton (LA); On-site; USD 90,000 - 130,000; Full time

Job summary

Global Data Systems is seeking a Customer Experience Manager to build, lead, and continuously improve our CX program. You will create structure, processes, reporting, and engagement motions across the customer lifecycle.

Initially hands-on, you will implement programs, operating rhythms, and feedback loops, then scale to lead a team focused on customer success, retention, advocacy, and lifecycle management.

Qualifications

• Bachelor's degree in business, communications, management, IT, marketing, or related field, or equivalent professional experience.
• 5+ years in Customer Experience, Customer Success, Service Delivery, Account Management, Operations, or related function.
• Proven success building, improving, or leading operational programs and business processes.
• Strong project management, organizational, and problem-solving skills.
• Ability to influence and drive initiatives across multiple departments and stakeholders.
• Excellent written, verbal, and interpersonal communication skills.
• Experience using data, metrics, and customer feedback to drive decisions and improvements.
• Experience leading initiatives and delivering results in a fast-paced environment.

Responsibilities

• Build, manage, and continuously improve the GDS Customer Experience program.
• Establish operating rhythms, reporting, and engagement motions across onboarding, adoption, support, escalation management, business reviews, and renewals.
• Develop and maintain customer health scoring and risk identification processes.
• Collect, analyze, and communicate customer feedback across the organization; identify trends.
• Develop dashboards, scorecards, and reporting that provide visibility into CX performance.
• Lead cross-functional initiatives to improve customer outcomes and operational effectiveness.
• Define the future structure of the CX function; recruit, onboard, coach, and develop team members.

Skills

Program management

Cross-functional collaboration

Leadership

Data-driven decisions

Communication skills

Process improvement

Education

Bachelor's degree or equivalent experience

Tools

CRM

BI platforms

Reporting tools

Job description

Global Data Systems is seeking a Customer Experience Manager to build, lead, and continuously improve our CX program. You will create structure, processes, reporting, and engagement motions across the customer lifecycle.

Initially hands-on, you will implement programs, operating rhythms, and feedback loops, then scale to lead a team focused on customer success, retention, advocacy, and lifecycle management.