Director, Customer Experience

Constant Contact

. Build and lead the Customer Experience function, including the existing Voice of Customer team .

Posted 9/21/2026full-timeWaltham • Massachusetts • United StatesLead💰 $137,280 - $171,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Experience strategy, Voice of Customer methodologies, and customer journey mapping, with a strong ability to translate insights into actionable business improvements. Proven leadership in developing high-impact teams and establishing cross-functional collaboration to enhance customer satisfaction and drive business outcomes.

Highest-signal resume keywords

Customer Experience StrategyVoice of Customer MethodologiesCustomer Journey MappingQuantitative and Analytical SkillsTeam Development and Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer AnalyticsCX Measurement and ReportingData EvaluationService DesignCustomer Insights

Soft Skills

Exceptional Communication SkillsInfluencing Without AuthorityCuriosityCollaborationPragmatism

Industry Keywords

SaaSSubscriptionCustomer FrictionCustomer SignalsHigh-Volume Customer Environments

About the role

Key responsibilities & impact

Build and lead the Customer Experience function, including the existing Voice of Customer team
Establish the function’s strategy, priorities, and operating model
Own the end-to-end customer journey across Sales, onboarding, product, Support, Success, Education, Community, and renewal
Identify customer friction and improvement opportunities
Combine feedback, survey results, behavioral data, research, and other customer signals
Identify systemic issues and prioritize opportunities
Strengthen the Voice of Customer program
Establish CX measurement and reporting, including meaningful metrics and executive-ready insights
Connect customer experience to business outcomes
Improve critical customer handoffs, especially Sales-to-onboarding and digital product-to-human support transitions
Partner with Sales, Product & Design, Marketing, Support, Success, Education, and Community to drive improvements without direct authority
Establish a cross-functional CX operating rhythm and accountability
Lead and develop a small, high-impact team as a player-coach

Requirements

What you’ll need

8+ years of progressive experience in Customer Experience, Customer Insights, Voice of Customer, CX Strategy, Customer Analytics, or a 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
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
Ability to make complex customer insights clear and actionable
Comfortable challenging assumptions respectfully when the data tells a different story
Hands-on, curious, and comfortable building structure where none exists
Pragmatic and collaborative, with a bias toward action and a focus on high-impact opportunities

Benefits

Comp & perks

Health and welfare benefits
Paid leave
Diversity and inclusion programs
Educational opportunities
Career growth opportunities
Stretch assignments
Coaching opportunities
Professional development opportunities
Generous paid time off policy
Competitive benefits package supporting employee and family health and well-being
Flexible/hybrid work model
Access to office locations for in-person collaboration, live trainings, and socializing