Job Description

We're hiring a Director of Customer Experience and Education — a strategic leader who drives measurable customer outcomes through integrated experience design and educational excellence. You'll own the strategy and execution across customer experience optimization, comprehensive education programs, and cross-functional initiatives that accelerate adoption and retention.

Responsibilities

• Lead strategic customer initiatives across the organization
• Define and drive holistic customer experience strategy
• Build relationships with Product, Sales, Marketing, and CS leadership
• Establish integrated metrics measuring education effectiveness, experience quality, and business impact
• Own comprehensive customer education roadmap
• Manage Lead Customer Education Manager
• Design multi-modal learning experiences
• Ensure high-quality delivery through trainer development
• Partner with Service Designer to identify friction points
• Connect educational moments with experience improvements
• Synthesize insights from education programs and experience research
• Lead rapid-response initiatives

Requirements

• 7+ years in customer experience, education, or related fields
• 3+ years in director-level roles
• Deep experience in both customer education/training programs and customer experience design/optimization
• Proven track record managing diverse teams
• Experience as senior leader driving cross-functional initiatives
• Understanding of complex customer journeys and educational needs
• Strategic Systems Thinker
• Deep knowledge of adult learning principles, instructional design, customer journey mapping, and service design methodologies
• Collaborative Executive
• Innovation & Scale
• Bachelor's degree in relevant field
• Advanced degree in Education, Psychology, or Business preferred

Benefits

• No benefits