Senior Customer Experience Leader - Remote & Data-Driven

Placements24; United States; Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive salary with annual bonuses

Fully remote

Health, dental, and vision insurance

Professional growth opportunities

Generous PTO

401(k) retirement plan

Home office stipend

Job summary

Placements24 is partnering with a pioneering e-commerce platform to hire a Senior Customer Experience Specialist for a fully remote role. You will shape the end-to-end customer journey, analyze behavior and friction points, and implement data-driven improvements across digital and offline touchpoints.

In this remote-first environment you will lead CX initiatives, collaborate with Marketing, Product, Operations, and Support, mentor team members, and establish KPIs to boost customer satisfaction,

Qualifications

• 5+ years in customer experience or related field in e-commerce or digital services.
• Proven track record leading CX initiatives with measurable results.
• Strong data-driven approach and ability to translate insights into actions.
• Excellent communication and stakeholder management skills.
• Experience with remote teams and autonomous project leadership.

Responsibilities

• Develop and execute strategies to enhance end-to-end customer experience across digital and offline channels.
• Analyze feedback, journey data, and metrics to identify improvements.
• Design and pilot CX initiatives and best practices to elevate service standards.
• Collaborate with Marketing, Product, Operations, and Support to ensure cohesive CX.
• Create and maintain customer journey maps, personas, and service blueprints.
• Lead Voice of the Customer programs and translate insights into recommendations.
• Mentor junior CX team members and stay updated on industry trends.
• Define and track KPIs related to satisfaction, loyalty, and retention.

Skills

Customer journey mapping

Data analysis

CX strategy development

UX principles

Stakeholder management

Remote work leadership

Education

Bachelor's degree in Marketing, Business, Psychology, or related field

Master's degree is a plus

Tools

CRM systems

Survey tools

CX platforms

Job description

Placements24 is partnering with a pioneering e-commerce platform to hire a Senior Customer Experience Specialist for a fully remote role. You will shape the end-to-end customer journey, analyze behavior and friction points, and implement data-driven improvements across digital and offline touchpoints.

In this remote-first environment you will lead CX initiatives, collaborate with Marketing, Product, Operations, and Support, mentor team members, and establish KPIs to boost customer satisfaction,