Position Summary:

The Director of Customer Experience supports our cross-company efforts to drive lifetime value and differentiation in Pax8 by defining, enabling, and embedding our End Customer Experience. They are responsible for delivering Customer insights to ensure the entire organization has a deep understanding of customer needs, behaviors, and outcomes which direct how we engage and support Partners at all touchpoints across the business. In collaboration with regional leaders and corporate stakeholders, this leader makes certain that our Customer experience matches our brand promise.

The Director harnesses data and tools to define Customer personas and profiles, map Customer journeys, and develop differentiated value propositions. They collaborate with the Partner and Vendor Experience teams, via research and market benchmarking, and they define and nurture the Pax8 Customer Experience as they engage through Partners and with the Vendors in the Pax8 Ecosystem.

This role will be ultimately responsible for documenting the impact of organizational initiatives in a Recommendation Report based on the Customer experience. They will lead a team focused on understanding customers through data, interviews, analyst reports, and the Partner Advisory Council (PAC).

Essential Responsibilities:

• Develop data analysis to identify customer cohorts, segmentation, vendor, and partner alignment.

• Accountable for the execution and delivery of Customer Experience Recommendation Reports.
• Oversee the collection and management strategy of artifacts related to Customer Experience.
• Contribute to the development of the Vendor portfolio to meet specific customer demands for business solutions.
• Contribute to the development of the partner community to identify partner expertise and capabilities to meet customer outcome-based requirements.
• Develop and direct Voice of the Customer listening systems and engagement programs, across regions in conjunction with partner teams.

• Conduct research and benchmarking, including the development of surveys.

Ideal Skills, Experience, and Competencies:

• At least five (5) years of working within Pax8 across different departments is strongly preferred
• At least three (3) years of leadership experience
• At least one (1) year of leading global service or customer experience operations

• Proficiency with Microsoft Office, Salesforce, Wrike, and ServiceNow
• Demonstrated ability to operate effectively in a matrix environment
• A self-motivated, strategic thinker, highly commercial with a drive for execution excellence
• Demonstrated ability to work internationally, engaging across the US, EMEA, and APAC to align requirements and agree on execution programmes
• Flexible and comfortable working on multiple initiatives

• Ability to adjust to an evolving landscape with short notice is mandatory
• Experience in design thinking and customer journey mapping is integral to the role
• Ability to present complex material and create clear outcome-based recommendations is essential
• Creative thinker and problem solver—always looking beyond the available options when up against roadblocks
• Strong communication skills and ability to collaborate with internal and external teams

• Experience learning and navigating within a high-growth and fast-paced environment

Required Education & Certifications:

• B.S./B.A. degree in related field or equivalent work experience

Travel Requirements:

Intermittent international travel is expected

Compensation:

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