Director, Customer Experience Systems & Insights

About the role: The Director, Customer Experience Systems & Insights is responsible for designing, scaling, and optimizing systems that shape and provide insight into the end-to-end customer journey and associated leading and lagging indicators of success. This role will translate company priorities into CX initiatives and into day-to-day operational reality through managing the tool stack and budget, implementing AI and self-service automation and governance, and overseeing metrics and reporting for the leadership team and Board. Reporting into the Chief Customer Experience Officer, this role is both systems and process-focused, working closely with the CX leadership team as internal customers for prioritization, sequencing, and metrics and analytics to drive and influence decision-making. Apply if you're excited to: Build a clear, visible, and effective system for intake, prioritization, and sequencing, with proactive reporting on delivery dates that stay within scope and meet customer needs Translate stakeholder needs into tool assessment, selection, implementation, and ongoing optimization Drive adoption and optimization of the CX tech stack to align with critical workflows, both within CX and across other teams Build executive-ready dashboards and reporting that uncover trends, measure performance, and turn data into actionable business insights Lead engaging meetings and enablement sessions that align stakeholders, drive adoption, and empower internal teams to succeed About you: Demonstrated experience owning a CX tool stack end-to-end, including optimization, adoption, reporting, and vendor management 5+ years in customer experience, support operations, or a related operations role, with at least 2 years in a leadership capacity Experience building reporting and analytics infrastructure used by executive leadership Passion for building scalable spreadsheets, forecasting models, and capacity plans that drive operational decisions Experience managing a team, including at least one direct analyst or coordinator-level report Track record of process improvements with measurable impact on efficiency or cost Industry credentials such as CCXP (Certified Customer Experience Professional) are highly valued Demonstrated experience utilizing AI for building and/or optimizing processes Experienced user of Salesforce, Hubspot, Churnzero or Gainsight, project management software (Klient and or Wrike), Zendesk, Gong, and related tools PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships. Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives. Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.