Director, CX 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.

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.