Director Customer Experience

Role Description The Director Customer Experience is a full-time remote role responsible for shaping and leading Stureplan Invest’s end-to-end customer experience strategy. This role oversees the design and continuous improvement of customer journeys, touchpoints, and service standards across all channels. Day-to-day responsibilities include analyzing customer feedback and performance data, defining experience metrics, and implementing initiatives to improve customer satisfaction and retention. The director collaborates closely with cross-functional teams such as operations, marketing, product, and sales to ensure consistent, customer-centric processes and communications. This role also leads and develops a customer experience and service team, setting clear goals, coaching team members, and fostering a culture focused on empathy, accountability, and measurable results.

Qualifications

Strong customer-focused expertise, including Customer Experience, Customer Service, and Customer Satisfaction skills. Advanced Analytical Skills for interpreting data, identifying trends, and translating insights into practical improvements. Proven Team Leadership experience in guiding, motivating, and developing high-performing customer-facing or CX teams. Experience designing and optimizing customer journeys, service processes, and feedback loops across digital and traditional channels. Excellent communication and collaboration skills, with the ability to influence stakeholders at multiple levels. Background in customer experience, operations, consulting, product, or a related field; leadership experience in a similar role is preferred. Bachelor’s degree in business, marketing, communications, or a related discipline, or equivalent practical experience. Comfort working in a remote environment, with strong organizational skills and proficiency in CX, CRM, and collaboration tools.