Director, Customer Journey And Experience

Title: Director, Customer Journey and Experience

Reports to: President

Join a global team working at the leading edge of the AI revolution.

About The Role:

Intangles is a cutting-edge technology firm specializing in innovative AI-powered solutions for heavy-duty truck fleets and is experiencing explosive growth. As we continue to expand our presence in the industry, we are seeking a highly motivated and strategic professional to join our team as ourDirector, Customer Journey and Experience. In this critical role, you will be responsible for shaping and enhancing the end-to-end customer experience, driving client satisfaction and fostering long-term relationships with our valued clientele.

About Us:

We’re a technology-driven company that harnesses artificial intelligence and machine learning to optimize truck fleet performance by predicting breakdowns and pinpointing efficiency-sapping issues weeks in advance of an actual problem. At the core of our solution is an industry-leading digital twin technology, which replicates clients’ trucks in a virtual environment, so our customers can see exactly how their fleets are performing in real-time and can predict future breakdowns – anywhere in the world at any time of the day – from their mobile phones or home computers. Our solutions are powered by a dedicated team of engineers, physicists and data scientists who are deeply passionate about transforming the industry – and improving the world through their work.

What You Will Do:

• Customer Feedback Analysis: Gather and analyze customer feedback through surveys, interviews, and other channels. Leverage insights to drive improvements in products, services, and customer support processes.
• Industry Trends Monitoring: Stay up-to-date with industry trends, emerging technologies, and best practices related to customer experience and customer journey mapping. Apply relevant insights to drive innovation and maintain a competitive edge.
• Metrics and Reporting: Establish key performance indicators (KPIs) to measure the success of customer journey initiatives. Regularly track and report on KPIs to senior management, providing actionable insights for continuous improvement.
• Customer Advocacy: Advocate for customer needs and requirements within the organization. Act as the voice of the customer, ensuring that their perspectives are considered in all decision-making processes.
• Billing Oversight: Collaborate with the finance department to ensure accurate and timely billing for products and services rendered, resolving any billing-related issues that may arise.
• Resource Management: Inventory management, rolling up sales forecasts, stock ordering as well as hiring and managing presales, post sales and the CSR team.
• Training and Development: Develop and conduct training programs for employees who interact with customers, ensuring they are equipped with the knowledge and skills to deliver exceptional service.
• Cross-Functional Collaboration: Collaborate with various internal teams, including product development, marketing and sales to ensure a seamless and cohesive customer experience across all touchpoints.
• Customer Experience Enhancement: Continuously analyze and optimize the customer journey to enhance overall satisfaction and increase customer loyalty. Identify areas for improvement and collaborate with relevant teams to implement necessary changes.
• Customer Journey Strategy: Develop and implement a comprehensive customer journey strategy that aligns with Intangles vision and business objectives. This includes defining touchpoints and interactions at each stage of the customer lifecycle, from prospecting to post-purchase support.

Your Background and Qualifications:

• Innovative and forward-thinking, constantly seeking ways to enhance the customer experience.
• Bachelor's degree in business, engineering, marketing or a related field (a master’s degree is preferred).
• Leadership experience, including managing cross-functional teams and driving organizational change.
• Demonstrated success in designing and implementing customer journey strategies that lead to increased customer satisfaction and loyalty.
• Strong analytical skills with the ability to interpret data and derive actionable insights.
• Proven experience in a customer-focused role, with at least eight (8) years in customer experience, customer journey mapping or a related field.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders.
• Prior experience in the technology industry, particularly within heavy-duty truck fleets, is highly desirable.
• A customer-centric mindset and a passion for delivering exceptional customer experiences.

Job Type: Full-time

Salary: $125,000.00-$145,000.00 per year

Benefits:

• Life insurance
• Paid time off
• Vision care
• Wellness program
• Dental care
• Work from home
• Extended health care
• Employee assistance program