Customer Experience (CX) / Implementations Lead Job at DualEntry (Austin)

Customer Experience (CX) Director

My client is seeking an experienced Customer Experience (CX) Director to lead la...

Location

Saudi Arabia , Riyadh

Salary:

Not provided

Salt

Expiration Date

Until further notice

Requirements

10+ years of experience in Customer Experience, Service Design, Customer Strategy, or related fields
Saudi market experience is essential, with strong understanding of local customer behavior, regulatory environments, and sector landscape (e.g., government, financial services, telco, retail, or tourism)
Experience working in a top-tier consulting firm or leading CX transformations in large organizations
Demonstrated ability to manage senior stakeholders and executive-level engagement
Track record of delivering large-scale CX, digital transformation, or omnichannel strategy programs
Strong commercial acumen and experience with business development
Fluent in English
Arabic proficiency strongly preferred

Job Responsibility

Lead end-to-end CX transformation programs, from diagnostic and strategy design to implementation and value realization
Serve as a trusted advisor to senior client stakeholders, including C-level executives and government leaders
Oversee the development of customer journeys, service blueprints, personas, and experience design frameworks
Ensure delivery excellence across engagements, maintaining high-quality standards and adherence to project timelines and budgets
Develop CX strategies aligned with Vision 2030 priorities, local customer expectations, and sector-specific dynamics
Drive thought leadership on emerging CX trends, digital experience, data-driven personalization, and service design innovation
Contribute to internal capability building, including frameworks, methodologies, and CX tools
Identify and cultivate new business opportunities within the Saudi market
Lead proposal development, pitch presentations, and commercial negotiations
Build and maintain strong relationships across key client accounts and government entities

Fulltime

Customer Experience Manager

We are seeking a dedicated and results-driven Customer Experience (CX) Manager t...

Location

United States , Garden Grove

Salary:

80000.00 - 120000.00 USD / Year

Harbinger Motors

Expiration Date

Until further notice

Requirements

5+ years of experience in a Customer Experience (CX), Customer Success, or Operations role, with a proven track record of designing and implementing successful CX programs
Expert proficiency in CX measurement tools (e.g., Qualtrics, Medallia, Zendesk) and the ability to conduct deep quantitative and qualitative analysis of customer data
Experience within the Automotive, Commercial Vehicle/Fleet, B2B Technology, or high-value capital goods industries is highly preferred
Exceptional written and verbal communication skills, with proven experience influencing cross-functional teams and presenting to executive levels
Demonstrated ability to manage complex, multi-stakeholder projects from concept through execution

Job Responsibility

Design and execute core CX processes across the commercial EV truck lifecycle—from inquiry and purchase through delivery, service, and ongoing support
Map the customer journey across Sales, Delivery, Service, and Support to identify pain points and opportunities for improvement
Coordinate dealer readiness, delivery scheduling, checklists, and cross-functional handoffs to ensure every commercial EV delivery is executed accurately and on time
Own and manage the Voice of the Customer (VOC) program, utilizing tools like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys
Analyze customer feedback, operational data, and market research to derive actionable insights and quantifiable CX metrics
Partner closely with Service Operations, Product, Sales, and other teams to implement process changes that directly address customer needs and reduce friction
Lead projects focused on improving turnaround times, field interactions, and overall service consistency
Represent the customer in internal discussions, ensuring operational decisions consider downstream customer impact
Support the development of standards and guidelines for customer-facing communication
Work with Training/People teams to embed CX principles into onboarding and ongoing education, helping reinforce a customer-first mindset across departments

What we offer

Comprehensive Health, Dental & Vision (HDV) – 100% employee covered
Early-stage Stock Options
Robust Retirement Savings (401k, HSA, FSA)
Generous Paid Time Off (PTO) & Parental Leave
Annual Vacation Bonus
Wellness & Fertility Benefits
Cell Phone Stipend
Complimentary Meals & Stocked Kitchens

Fulltime

Account Manager, Customer Experience (B2B)

Amsive is hiring an Account Manager, Customer Experience, with prior experience ...

Location

United States , New York

Salary:

Not provided

Amsive

Expiration Date

Until further notice

Requirements

2-4+ years of experience managing digital marketing programs across SEO, SEM, and other paid media channels (CTV, Linear TV)
2+ years of experience in agency environment and proven success in managing client relationships
Experienced in compiling, documenting, and communicating client requirements to internal stakeholders across departments (creative services, customer intelligence, data/technology, media, production/operations, etc.)
Must have experience overseeing implementation or managing and executing multi-channel digital marketing campaigns as main client point of contact
Strong written and verbal communication skills, a positive attitude, and the ability to thrive in a collaborative and fast-paced environment
Strong project management and organization skills, ability to prioritize and manage multiple projects and inspire trust with team members
Strong grasp and demonstrated application of marketing and communication principles
Strong proficiency in the Microsoft Office Suite, especially PowerPoint and Excel
Demonstrated excellence in building and maintaining profitable client relationships
Future-minded individual with a strong desire to contribute to an emerging leader in the omni-channel marketing space

Job Responsibility

Lead role for client-facing interaction with agency day to day, owner of overall client satisfaction, and proactivity of account to drive marketing goals
Work with clients in the B2B and B2C franchise sector (online retail and lead gen for B2C home services solutions)
Build empathetic personal relationships with clients and understand their business objectives to ensure partnership satisfaction
Become proficient in company designated tools for success in project and account management
Create and proactively manage internal timelines for projects and programs through proactive communication
Log all resource hours into Amsive designated project management tool (Asana) daily
Schedule, organize and facilitate client campaign initiatives across all agency channels
hold regular internal meetings to effectively guide client conversation to ensure clarity and productivity
Oversee implementation, delivery, and execution of program promise
manage client expectations by providing timing and budget implications of scope change requests

Fulltime

Customer Success Operations Leader

We are looking for a CX Operations Leader to drive process excellence, analytics...

Location

United Kingdom , London

Salary:

Not provided

AFI Solutions GmbH

Expiration Date

Until further notice

Requirements

Proven track record at director level or equivalent leading CX operations in a software or SaaS company
Minimum of 5+ years of progressive experience in customer experience, service delivery, or operations
Strong background in process optimisation and cross-functional collaboration at scale
Hands-on expertise in analytics and business reporting, with experience tracking financial and CX performance metrics such as revenue, margin, backlog, and CSAT
Experience managing enterprise-grade platforms such as Salesforce and customer success tools (Certinia, ChurnZero)
Demonstrated ability to partner with senior leaders to execute strategic CX initiatives
International experience in software or SaaS environments preferred

Job Responsibility

Partner with CX leadership to harmonise and streamline processes across the customer journey including opportunity management, project delivery, and resource management
Identify bottlenecks and implement improvements to ensure scalability and consistency across regions and functions
Collaborate with IT, Sales, and CX teams to connect processes and ensure operational effectiveness at scale
Drive consistency across departments to support growth and enhance the customer experience
Serve as the business partner to the CX leadership team for all core analytics including revenue, backlog, margin, CSAT, and SLA performance
Provide insights that enable data-driven decisions and accountability
Support the execution of our OneCX strategy by ensuring transparency and alignment across global operations
Own the maintenance, optimisation, and innovation of SER Group’s core CX platforms including Salesforce (SFDC), Certinia, and ChurnZero
Partner with business and IT stakeholders to ensure systems are fit for purpose, scalable, and continuously improved

What we offer

Offene, familiäre Unternehmensstruktur mit Flexibilität
Modernes Office mit Top-Ausstattung

Fulltime

AI Conversation Design Specialist

This role is focused on creating a Conversational AI-driven self-service experie...

Location

Munich; Berlin; Dublin

Salary:

Not provided

Personio SE & Co. KG

Expiration Date

Until further notice

Requirements

4–6 years of experience delivering AI Agents or chatbots (voice, chat, email, and messaging) preferably in SaaS, technology, or customer experience
German fluency highly preferred
Hands-on experience with chatbots / AI copilots such as Intercom Fin, Decagon, MavenAGI, Ada, Forethought or equivalent
Familiarity with APIs, comfortable occasionally writing snippets of code to bring in data from other systems into Intercom Fin
Strong understanding of AI/ML concepts, natural language processing, and customer support technologies (e.g., chatbots, virtual assistants)
Experience working with data analytics tools and interpreting model performance metrics
Demonstrated ability to translate business needs and customer pain points into technical requirements for AI solutions
Experience collaborating with Product, Engineering, Data, Systems, Customer Support, and Professional Services teams
Knowledge of customer experience metrics (CSAT, NPS, etc.) and best practices in B2B SaaS
Strong project management skills, including Agile or similar methodologies

Job Responsibility

Self-Service and Productivity Outcomes: Drive contact volume reduction and self-service by implementing solutions for top contact drivers, as well as driving Support Agent productivity and handling time through improvements to co-pilots
AI Conversation Automation: Develop AI automated workflows / agent operating procedures, run batch tests, configure personalized answers, and reverse engineer unresolved conversations
Conversation Design: Architect natural, useful interactions between customers and AI chatbots. Design the flow and logic of conversations for the chatbots, partnering with subject-matter experts. You tune and design bot conversations —flows, intents/tagging, prompts/responses, fallback logic— to cut hallucinations, misroutes, and unnecessary handoffs
AI Service Journey Design: Define and govern AI↔human and AI↔AI handoffs (confidence thresholds, triggers, routing rules), ensuring brand voice, privacy, and responsible-AI standards, building a deep knowledge of our customer journeys and user stories to anticipate and design for different scenarios
Data Integration: bring data from 3rd party systems and our own product into Intercom Fin to improve AI conversation effectiveness
Performance Monitoring and Improvement: Track key metrics (e.g., self-serve resolutions, monthly active users, deflection rates, resolution time, customer experience score, NPS) to evaluate AI impact, identify gaps, and implement improvements
AI Solution Delivery: Lead the implementation of AI-powered tools (e.g., chatbots, copilots, virtual assistants) that address common customer pain points and streamline support and professional services processes, and partner with Engineering and Systems on integrations and fixes
Cross-Functional Collaboration: Work closely with Product, Engineering, Customer Experience, Data and Systems teams to ensure AI solutions are aligned with customer needs and business objectives, and that we integrate seamlessly with the Personio Assistant and internal support tooling
Continuous Quality Improvement: Oversee the ongoing quality fine-tuning of AI tools using real customer data and feedback to improve routing, accuracy, relevance, and customer satisfaction. You approach with a product mindset, anticipating edge cases and interaction effects, and regression test as new changes are introduced. You monitor bot/service health, triage incidents and misroutes, and coordinate rapid fixes and postmortems as needed
Change Management: Champion the adoption of AI tools within customer-facing teams, supporting the development of training materials and enablement sessions dedicated to developing AI proficiency within CX

What we offer

Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years
Make an impact on the environment and society with 1 (fully paid) Impact Day
Receive generous family leave, child support, mental health support, and sabbatical opportunities
We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch
20 Flex Days per year to work remotely from other locations

Fulltime

Customer Insights Manager

As the Customer Insights Manager, you will play a pivotal role in shaping our un...

Location

United Kingdom , Cardiff

Salary:

Not provided

Capital on Tap

Expiration Date

Until further notice

Requirements

Experience in Insights or Assurance: Proven experience in a Customer Insights, Root Cause Analysis, or Quality Assurance / Outcome Testing management role
Analytical Storytelling: Exceptional ability to synthesise data from multiple sources (QA, RCA, NPS) and write compelling commentary for C-suite and Senior Leadership audiences
CX Methodologies: Experience with Customer Journey Mapping tools and techniques, with a track record of using them to drive process improvements
Leadership Skills: Experience supporting or mentoring analysts, with the ability to guide teams through complex problem-solving methodologies
Regulatory Knowledge: Prior experience operating within a Financial Conduct Authority (FCA) regulated environment is highly desirable
Continuous Improvement Mindset: Enthusiastic about creating an environment that fosters continuous improvement

Job Responsibility

Executive Reporting & Commentary: Own the narrative for senior stakeholders
you will write the high-level commentary for Executive and Senior Leadership reports, translating complex data into clear, actionable business intelligence
Drive Customer Experience (CX) Strategy: Lead on specific CX metrics, including owning the Net Promoter Score (NPS) program, CSAT, Complaints MI
analysing sentiment trends, and driving initiatives to improve customer advocacy
Customer Insights Reporting: Design, implement, and maintain comprehensive reporting frameworks that aggregate findings from Quality Assurance (QA), Outcome Testing, and Root Cause Analysis alongside CX outputs to provide a unified view of risk, performance, and customer experience
Lead Root Cause Analysis (RCA): Spearhead RCA activity across the business, providing leadership and support to Root Cause Analysts to ensure deep, systemic investigation into customer pain points
Customer Journey Mapping: Own the end-to-end Customer Journey Maps for all products and services. Your team will identify friction points, map new features, and ensure the customer voice is central to process design

What we offer

Private Healthcare including dental and opticians services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
Octopus EV Salary Sacrifice Scheme
28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan

Vp, Customer Service Operations & Monitoring

We’re seeking an enterprise-level operational executive to lead two of the most ...

Location

United States

Salary:

270000.00 - 290000.00 USD / Year

SimpliSafe

Expiration Date

Until further notice

Requirements

10+ years leading senior leaders in large-scale, multi-layered service operations (contact centers, monitoring centers, emergency response, consumer experience organizations, or similar environments)
Demonstrated success driving excellence across distributed teams serving millions of customers or transactions, with a strong focus on end-to-end consumer experience
Deep experience influencing the functions that enable operational success (WFM, QA, L&D, routing, analytics) through their respective leaders, ensuring a consistent and high-quality consumer journey
Strong track record of partnering with Technology and AI teams on automation, virtual agents, and large-scale operational workflows that elevate both efficiency and consumer experience
Advanced analytical, financial, and operational judgment with the ability to synthesize KPIs into actionable strategy that improves performance and consumer outcomes
Steady, decisive leadership style suited to high-stakes, fast-moving, safety-critical environments, with a commitment to delivering an exceptional consumer experience at scale

Job Responsibility

Lead and develop the senior leadership teams overseeing the CX Contact Center (~500 internal FTEs + ~400 BPO) and the Monitoring Center (~200 internal FTEs + 800K subscribers supported via wholesale monitoring partner)
Set long-term strategic direction for large-scale service operations, translating enterprise goals into operational roadmaps
Build a unified culture of accountability, trust, coaching, and continuous improvement across distributed, high-volume environments
Strengthen leadership capability through executive development, succession planning, and rigorous talent evaluation
Guide senior leaders of support, loyalty, and sales operations to deliver exceptional service levels, customer satisfaction, and business outcomes
Direct the senior leadership of the Monitoring Center to ensure accuracy, dispatch quality, emergency readiness, and compliance across 24/7 operations
Ensure both organizations operate with consistency, clarity, and operational discipline while managing high transaction volume and rapid change
Lead the senior leaders accountable for Workforce Management, Quality, Learning & Development, and Channel Strategy to ensure their teams are enabling operational success
Influence how WFM forecasting, capacity planning, and staffing strategies support organizational targets
Ensure QA insights, L&D programs, and operational analytics are effectively leveraged by CC and Monitoring leadership teams

What we offer

A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive
A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families
Free SimpliSafe system and professional monitoring for your home
Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change
Participation in our annual bonus program, equity, and other forms of compensation, in addition to a full range of medical, retirement, and lifestyle benefits

Fulltime

Senior Professional Services Consultant

CaptivateIQ is transforming the way companies plan, manage, and optimize sales p...

Location

Australia , Melbourne; Sydney

Salary:

Not provided

CaptivateIQ

Expiration Date

Until further notice

Requirements

6+ years of work experience, with complex sales compensation plans and modeling approaches
Top-notch experience developing and maintaining calculations for large data sets using spreadsheets, databases, or data visualization and modeling tools
Highly organized, analytical and detail-oriented
Friendly and obsessively customer-focused and service-oriented
Ability to work independently in a fast-paced, deadline-oriented environment
Experience directly working with customers (external or internal)

Job Responsibility

Work closely with customers and other members of the Customer Experience team to deliver best-in-class professional services to our customers
Lead, manage and complete implementation and other customer projects
Become an expert in using CaptivateIQ
Expand your understanding of sales commission structures and design best-practice calculation configurations within CaptivateIQ
Understand customer plan requirements and design system configurations maximizing modeling efficiency and repeatability
Configure and test implementations based on customers’ unique needs
Confidence and experience to step into any technical situation to support customer or consultant teams and provide best-in-class recommendations
Highly skilled at prioritization for self and others' expectation management, and practicing project management methodology
Ability to scope new implementation or post-implementation services and support negotiations
Leads customer onboarding to CX or new engagement post go live. Ensure successful handover between the different cross-functional teams and the consultant teams assigned to the project

Fulltime

Customer Experience (CX) / Implementations Lead

DualEntry

Location:
United States , Austin

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
December 08, 2025

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