Director of customer experience
U.S. / Israel

Director of Customer Experience

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What we are looking for

Zenner is experiencing incredible growth, and we are looking for a Director of Customer Experience to join our journey, to build, lead and ensure we are delivering a customer-focused and best-in-class service.

We work in a fun, collaborative, and open-minded environment. We look for proactive, accountable professionals, focused on continuous learning and growth to push themselves and our team forward.

If you’re process driven, entrepreneurial, and customer & impact-focused then this is the role for you. 


What will you need

Bonus points for

Responsibilities

  • Act as the chief advocate for the customer.
  • Build the best CX team on the planet. From hiring, designing processes and flows, selecting the right systems and delivering a delightful travel experience to our customers. CX should be setting the path, not simply servicing the organization and customers.
  • Lead, mentor and drive performance for team members 
  • Implement best practices and ways of working, including NPS tools, systems, and processes to wow and surprise our customers. Focus relentlessly on improvement, optimization, and automation.
  • Ensure CX continues to work in deep partnership with the rest of the company - sales, marketing, R&D, data and product.

Qualifications

  • 5+ years of experience leading a B2C Customer Experience team in a rapidly growing environment. 
  • Proven experience creating and automating processes that enable CX teams to scale and deliver a delightful customer experience.
  • Experience servicing American customers
  • Strong analytical and critical thinking, creative problem-solving and sound judgment
  • Expertise and passion for travel and/or insurance is a major plus
  • Proven success building teams with direct hands-on, experience mentoring and growing high performing teams.
  • Mother-tongue level English

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