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At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!
About the Opportunity
At Constant Contact, our customers are at the heart of everything we do. As our Director, Customer Experience, you'll have the opportunity to build and lead a dedicated Customer Experience function that brings a holistic, data-driven view of the customer journey across the organization.
This is a highly cross-functional role focused on identifying and improving the moments that matter most across the customer lifecycle, from the initial sales conversation and onboarding, through product usage, support, education, community, and renewal. You'll help Constant Contact better understand where customers experience friction, why it happens, and what we can do to create a more seamless experience.
As our first dedicated Customer Experience leader, you'll lead our existing Voice of Customer (VOC) team and establish the frameworks, insights, and operating rhythms that make the customer experience visible across the company. You'll partner closely with leaders across Sales, Product & Design, Support, Success, Marketing, Education, and Community to turn customer insights into meaningful business and experience improvements.
This role is ideal for a hands-on CX leader who is equally comfortable analyzing data, building programs from the ground up, influencing senior stakeholders, and rolling up their sleeves to get things done. You'll bring independent, evidence-based perspectives to the organization and help drive action even when the teams responsible for the customer experience don't report directly to you.
What You'll Do:
- Build and lead our CX function, including our existing Voice of Customer team, establishing the strategy, priorities, and operating model for the function
- Own the end-to-end customer journey, identifying friction and opportunities across Sales, onboarding, product, Support, Success, Education, Community, and renewal
- Turn customer signals into action by bringing together feedback, survey results, behavioral data, research, and other sources to identify systemic issues and prioritize opportunities
- Strengthen our Voice of Customer program, creating a clear, company-wide view of what customers need and where we can improve
- Establish CX measurement and reporting, developing meaningful metrics and executive-ready insights that connect customer experience to business outcomes
- Improve critical customer handoffs, particularly the transition from Sales to onboarding and the intersection between our digital product experience and human support
- Partner across Sales, Product & Design, Marketing, Support, Success, Education, and Community to influence priorities and drive meaningful improvements without direct authority
- Establish a cross-functional CX operating rhythm that brings the right leaders together, creates accountability, and keeps customer experience at the center of business decisions
- Lead and develop a small, high-impact team, operating as a player-coach who is willing to roll up their sleeves and do the work
Who You Are:
Experience
- 8+ years of progressive experience in Customer Experience, Customer Insights, Voice of Customer, CX Strategy, Customer Analytics, or a related field
- Experience building or establishing CX programs in a growing or evolving organization
- Experience in SaaS, subscription, or high-volume, low-touch customer environments
- Proven experience managing and developing a team
- Track record of turning customer insights into measurable business or customer experience improvements
Strategic & Analytical Excellence
- Strong quantitative and analytical skills with the ability to independently evaluate data and translate it into compelling business insights
- Experience combining quantitative and qualitative customer signals to identify trends, root causes, and opportunities
- Strong understanding of customer journey mapping, service design, and Voice of Customer methodologies
Leadership DNA
- Proven ability to influence without authority and build credibility with senior leaders, particularly across Sales and Product
- Executive presence and exceptional communication skills, with the ability to make complex customer insights clear and actionable
- Comfortable challenging assumptions respectfully when the data tells a different story
- Hands-on, curious, and comfortable building structure where none exists
- Pragmatic and collaborative, with a bias toward action and a focus on high-impact opportunities
The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.
Why You’ll Love Us:
- We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
- Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
- You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
- A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.
Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.
Vision6 Pty Limited is an affiliate of Constant Contact, Inc. and a part of the Constant Contact group of brands.
Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [email protected].
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
At Constant Contact, we respect personnel privacy and are committed to protecting the personal information we obtain and maintain from both current, former, and prospective employees. We maintain this Personnel Global Privacy Notice (this “Notice”) in compliance with applicable privacy laws, including the California Consumer Privacy Act (the “CCPA”) and the UK General Data Protection Regulation (collectively, the “Data Protection Laws”). Click here for a full copy of our General Personnel Privacy Notice.
Notice to Recruiters and Staffing Agencies:
Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
Skills Required
- 8+ years of progressive experience in Customer Experience, Customer Insights, Voice of Customer, CX Strategy, Customer Analytics, or a related field
- Experience building or establishing CX programs in a growing or evolving organization
- Experience in SaaS, subscription, or high-volume, low-touch customer environments
- Experience managing and developing a team
- Track record of turning customer insights into measurable business or customer experience improvements
- Strong quantitative and analytical skills with the ability to independently evaluate data and translate it into compelling business insights
- Experience combining quantitative and qualitative customer signals to identify trends, root causes, and opportunities
- Strong understanding of customer journey mapping, service design, and Voice of Customer methodologies
- Ability to influence without authority and build credibility with senior leaders, particularly across Sales and Product
- Executive presence and exceptional communication skills, with the ability to make complex customer insights clear and actionable
- Comfort challenging assumptions respectfully when data indicates a different conclusion
- Hands-on, curious, and comfortable building structure where none exists
- Pragmatic and collaborative, with a bias toward action and focus on high-impact opportunities
Constant Contact Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Constant Contact and has not been reviewed or approved by Constant Contact.
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Healthcare Strength — Benefits include tiered medical, dental, and vision coverage with the company covering a large share of costs, plus mental health support. Free basic life insurance, supplemental options, and wellness reimbursements further enhance overall healthcare value.
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Parental & Family Support — Policies provide paid parental leave, family medical leave, and inclusive fertility benefits such as IVF and surrogacy alongside adoption assistance. Childcare support like a free Care.com membership further strengthens family-focused offerings.
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Leave & Time Off Breadth — Flexible PTO for salaried employees and accrued PTO for hourly staff are complemented by sick and safe time, bereavement, and paid volunteer hours. Flexible time off is positioned to support work-life balance.
Constant Contact Insights
What We Do
At Constant Contact we empower business owners and nonprofit leaders to follow their passions, grow, and succeed. We deliver success for our customers and our people. Relationships and connection are at the core of everything we do. We connect our customers to the tools they need to grow and succeed. We build strong relationships with our customers so they have a marketing partner they can rely on. And we form connections with each other so that everyone feels included, supported, and heard. We close the gap between what is and what can be through innovation, and we do it all with a deep sense of integrity. When you’re at Constant Contact, you’re connected to people and resources that help you take the next step.
Why Work With Us
This is more than a workplace—it’s a community built on impact, innovation, and connection. We help small businesses thrive, and that purpose drives our team. With exceptional benefits, growth opportunities, and a supportive culture, our people are united by a passion for work that truly matters.
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