Director of Customer Experience

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Willful

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Building a suite of estate planning products for Canadian consumers

Wills • Wills and Estate • Living Wills • Power of Attorney

11 - 50

💰 $750k Non Equity Assistance on 2021-04

Description

• As Director of Customer Experience, you’ll be accountable for proactively implementing new processes, innovations, tools, and automations that educate customers and empower them to create their end-of-life plans. • You’ll also build, lead and scale a human-powered services offering to complement our self-serve online process. • Report to Willful’s Chief Operating Officer and work closely with the operations, product, and marketing teams to ensure a cohesive customer experience that empowers customers to check “get a will” off their list. • Implement a proactive, AI-driven strategy across the customer journey that directly impacts key metrics like sign up, conversion rate, revenue, and referral. • Lead the Customer Experience team to deliver best-in-class customer support, as measured by CSAT and NPS. • Set departmental rocks and KPIs , ensuring they are consistently met and aligned with the company’s quarterly goals. • Automate the customer service experience using AI and other technologies. • Manage a departmental operating budget to effectively allocate resources. • Champion the voice of the customer by continuously gathering and integrating customer feedback into product development and service improvement process. • Analyze and interpret data to identify opportunities and inform the CX strategy.

Requirements

• Experience leading and coaching CS teams, preferably in B2C organizations • Expertise in designing, implementing, and managing multi-channel inbound and outbound customer support programs • Experience implementing automations through phone, chat/SMS, email, and web channels using AI or other emerging technologies • Experience implementing or leading a referral program to amplify customers’ experiences via word of mouth • Proficiency with CX systems and/or automation tools such as Zendesk and Ada • Strong data analysis and visualization skills • Ability to think and operate at a strategic level but drive execution on a tactical level with the desire to be hands-on • Empathy is one of your top traits: You navigate sensitive customer interactions with compassion, and you value collaboration and diversity of thought • Articulate, persuasive verbal and written communication skills with the ability to engage and influence others at all levels of the company • Ability to manage multiple projects in a fast-paced environment • Extra credit if you have experience working with the principles of rapid experimentation, conversion rate optimization and/or product-led growth

Benefits

• Competitive salary and participation in employee stock option plan (ESOP) • Comprehensive benefits plan, including health, dental, and vision • Flexible perks include the choice of a health spending account (HSA) or RRSP matching • A $500 wellness budget to support your physical, mental and emotional health • Monthly meal and entertainment budget • 4.5 day work week pilot and flexible work hours to accommodate both work and home life • Company-wide “recharge” days off in December in addition to your vacation time • Competitive parental leave policy • Fun and inclusive virtual team events • In-person team and company-wide events (this year, we went to the Dominican Republic)