Why this role matters:
As Sr. Director of Customer Experience, you will be responsible for shaping and leading the overall customer experience strategy. By deeply understanding customer needs, feedback, and behaviors, you will drive initiatives that improve satisfaction, loyalty, and engagement. You will oversee customer communications, especially during critical moments, and develop programs that build trust and long-term relationships. This role plays a key part in aligning internal teams around the customer journey and measuring success through key satisfaction and engagement metrics. Your leadership will help create a seamless, consistent, and positive experience across all customer touchpoints.
Your key responsibilities:
- Defining customers as end users and developers, understand and continually monitor customer 360 data to develop a customer experience and communication strategy.
- Develop and implement customer sentiment monitoring systems and early warning indicators.
- Own end user communication strategy during service disruptions and crisis situations.
- Design and execute end user and developer trust and engagement programs, including customer advisory boards, customer advocacy initiatives, customer newsletters.
- Align internal processes with a best-in-class customer experience.
- Measure success through customer satisfaction and engagement metrics, such as CSAT, NPS, and API experience scores.
What you’ll bring:
Required:
- 10+ years experience in customer experience, or communications.
- Proven experience in change management, preferably in a B2B technology environment.
- Strong emotional intelligence and a customer first mindset.
Where you will work:
This position offers a hybrid work arrangement based out of our Holmdel office, with the flexibility to work remotely. We are also open to considering fully remote candidates located within the United States.
Sponsorship is not available. Legal authorization to work in the USA is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening. #LI-HB
There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.
To learn how we process your personal data during the recruitment process, please refer to our Privacy Notice.
Who we are:
Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.
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What We Do
We’re making communications more flexible, intelligent, and personal, to help enterprises the world over stay ahead. We provide unified communications, contact centers and programmable communications APIs, built on the world's most flexible cloud communications platform.
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