Sr. Director, Customer Experience Strategy & Design

About Us :

At Bond we design, build, and manage creative and innovative solutions for our clients, all with the goal of helping them build ever-stronger loyalty to their brands.

That can take us in some amazing directions, and as the Sr. Director, Customer Experience Strategy & Design , you will help shape and influence market-relevant, innovative Customer Experience strategy and program design, optimization, and management.

The Role :

You will provide leadership, business development and financial acumen and day-to-day management to ensure the profitable operation, growth, and development of your team.

You will lead and inspire talented people and be the champion for change while taking on key initiatives to advance Bond's business strategy.

A Day in The Life :

As the ideal candidate for this role, you have built a career around providing value and expert service as a trusted advisor to your customers.

You are always ready to jump in to connect with your customers and help solve problems while designing strategies for growth - virtually or in-person (ability to travel to be with clients when required).

Colleagues and customers alike admire your ability to dig deep into problems and your desire to constantly learn more. Innovation, market-readiness, and market relevance is critical for success.

Connecting with people and teams both internally and externally comes naturally to you, as you find unique approaches to solve difficult challenges.

You can build foundational relationships, and you know when to engage multi-disciplinary business partners to take discussions, solutions, proposals, and programs to the next level.

• Develop and implement customer experience strategies, programs and develop proposals that align with our clients' business objectives and drive broad customer experience and loyalty.
• Collaborate with clients to understand their customer journey and identify opportunities for improvement and innovation.
• Lead a team of customer experience professionals, providing guidance, coaching, and support to ensure the successful execution of client programs.
• Conduct customer research and gather insights to understand customer needs, preferences, and pain points. Use data and analytics to measure and track customer satisfaction and loyalty and identify areas for improvement.
• Develop and implement customer journey maps and touchpoint analysis to identify areas of improvement and optimize the customer experience.
• Collaborate with cross-functional teams, including marketing, sales, and operations, to ensure a seamless and consistent customer experience across all touchpoints.
• Implement customer closed feedback mechanisms, such as surveys and feedback loops, to gather insights and drive continuous improvement.
• Stay up to date with leading industry trends and best practices in customer experience management and incorporate them into our client programs.
• Build strong relationships with clients, serving as a trusted advisor and strategic partner in their customer experience initiatives.

Are You the One?

• Bachelor's degree in business, marketing, or a related field (A master's degree is preferred).
• Proven experience in customer experience management, preferably in a leadership role.
• Strong understanding of customer journey mapping, customer segmentation, and customer satisfaction measurement.
• Excellent leadership and team management skills, with the ability to motivate and inspire a team.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
• Analytical mindset with the ability to use data and insights to drive decision-making and continuous improvement.
• Strong project management skills, with the ability to prioritize and manage multiple client programs simultaneously.
• Knowledge of customer experience software and tools.
• Experience in the loyalty marketing industry is preferred.
• A customer-centric mindset and a passion for delivering exceptional customer experiences.

Why Bond?

Joining us means being part of a team that lives by the mantra "Create Bonds." We celebrate our collective drive, reward innovative thinking, and always maintain a focus on fostering relationships-both internally and with our clients.

Ready to Make Your Mark?

If you're passionate about shaping the future of loyalty and making a real impact, we want to hear from you! Apply now to become a part of our dynamic and innovative team.