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Salary: USD 137,280 - 171,600 / annual
Constant Contact is seeking a Director of Customer Experience to build and lead a dedicated CX function that brings a holistic, data-driven view of the customer journey across the organization. As the company's first dedicated Customer Experience leader, you will establish frameworks, insights, and operating rhythms that make customer experience visible across all departments.
You will lead the existing Voice of Customer (VOC) team and own the end-to-end customer journey, identifying friction and opportunities across Sales, onboarding, product, Support, Success, Education, Community, and renewal. Your responsibilities include turning customer signals into action by combining feedback, survey results, behavioral data, and research to identify systemic issues and prioritize improvements. You will establish CX measurement and reporting, developing meaningful metrics and executive-ready insights that connect customer experience to business outcomes.
This is a highly cross-functional role requiring you to partner closely with leaders across Sales, Product & Design, Support, Success, Marketing, Education, and Community to drive meaningful improvements without direct authority. You will improve critical customer handoffs, particularly the transition from Sales to onboarding and the intersection between digital product experience and human support. You will establish a cross-functional CX operating rhythm that brings the right leaders together, creates accountability, and keeps customer experience at the center of business decisions.
As a hands-on leader, you will lead and develop a small, high-impact team while rolling up your sleeves to do the work yourself. The role is ideal for someone equally comfortable analyzing data, building programs from the ground up, influencing senior stakeholders, and driving action.
Constant Contact serves business owners, entrepreneurs, non-profits, and individuals with tools to grow online. The company operates with a hybrid work model combining remote flexibility with in-person collaboration at office locations.
REQUIREMENTS:
- 8+ years of progressive experience in Customer Experience, Customer Insights, Voice of Customer, CX Strategy, Customer Analytics, or related field
- Experience building or establishing CX programs in a growing or evolving organization
- Experience in SaaS, subscription, or high-volume, low-touch customer environments
- Proven experience managing and developing a team
- Track record of turning customer insights into measurable business or customer experience improvements
- Strong quantitative and analytical skills with ability to independently evaluate data and translate it into compelling business insights
- Experience combining quantitative and qualitative customer signals to identify trends, root causes, and opportunities
- Strong understanding of customer journey mapping, service design, and Voice of Customer methodologies
- Proven ability to influence without authority and build credibility with senior leaders, particularly across Sales and Product
- Executive presence and exceptional communication skills
- Comfortable challenging assumptions respectfully when data tells a different story
- Hands-on, curious, and comfortable building structure where none exists
- Pragmatic and collaborative, with bias toward action and focus on high-impact opportunities
