Customer Experience Program Lead
- Define team’s insight collection and analytics strategies leveraging best practices to gather high-quality insights and develop analytics capabilities to drive customer experience improvements
- Collaborate with cross-functional teams and partners to design and implement customer experience initiatives that drive business growth and customer satisfaction
- Initiate, lead, and deliver the CX team’s key strategic efforts in maturing the program and expanding insight collection capabilities, including transactional and relationship surveys
- Define and drive implementation strategy and requirements, develop short and long-term roadmaps, and collaborate closely with cross-functional teams and external vendors to ensure timely and successful delivery of initiatives
- Stay up-to-date with industry trends and best practices in customer experience management and apply this knowledge to inform program strategy and innovation
- Facilitate communication and coordination between teams to ensure alignment on customer experience goals and objectives
- Design surveys and research programs for new listening touchpoints and support the improvements of existing survey programs
- Manage and maintain our CX management platform, ensuring it is optimized for data collection, analysis, and reporting
- Create engagement with the CX program and advocate for customer centricity by continuously evangelizing and building relationship with CX influencers across the organizations
- Manage the relationships with vendors, coordinating the efforts across teams by acting as a liaison between external and internal partners
- 6+ years of experience in Customer Experience or Voice of the Customer program management, customer success, or similar roles
- Proven track record of developing and implementing successful customer experience programs
- Experience working autonomously and proactively, implementing the CX projects and leading the internal and external stakeholders
- Analytical and problem-solving skills
- Knowledge of customer experience software and tools (e.g. Medallia, Qualtrics)
- Knowledge of CX and VoC best practices and metrics (NPS, CSAT, CES, etc.)
- Experience designing surveys for CX/VoC programs, including transactional and relationship surveys
- Degree in Management, Business, Marketing, Economics, or a related field of study
- Experience working with Medallia solutions
- Customer journey mapping experience
- Experience working in an omni-channel CX team focused on the entire customer journey
- Customer experience management certifications
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Immersive Labs
Customer experience operations lead.
A product you can believe in. Immersive Labs is the leader in people-centric cyber resilience
We have an exciting vision for cybersecurity - one that puts people at the center of cyber. Our cyber resilience SaaS platform is an agile, hands-on solution that helps teams continuously assess, build, and prove cyber capabilities through real-life simulations, rather than one-off training sessions.
We help the world’s biggest brands like Citi, Pfizer, Daimler, Humana, and HSBC, protect their revenues and brand reputations.
Founded in 2017 from a cargo container in Bristol, UK, Immersive Labs has progressed to the global stage and has secured over $180 million of funding.
We are seeking a detail-oriented and proactive Customer Experience Operations Lead to join our dynamic Customer Experience team. In this role, you will play a crucial part in enhancing our digital customer journey while optimizing our operations to ensure our clients achieve maximum value from our products and services. The ideal candidate will have a background in customer success, a deep understanding of digital customer journeys, and a passion for operational excellence.
With customers like HSBC, NHS and Goldman Sachs and feedback like “The best tool for learning cyber security”, “A great platform to learn and gain hands on experience on tools” and “Immersive Labs is a must have for every organization” you can see why customer obsession is the core of who we are, and you can be a key pillar in elevating the customer voice and keeping our customer as a leader on the Forrester Wave.
Read more about what our customers say about the platform here: https://www.immersivelabs.com/customers/
What You'll Do
Customer Journey Optimization: Analyze and map the digital customer lifecycle journey to identify opportunities for improvement. Collaborate with cross-functional teams to implement changes that enhance customer experiences including, but not limited to, Customer Success, Customer Marketing, Sales, Product
Data Management & Analysis: Collect, analyze, and interpret customer data to inform strategies that drive customer success and retention. Utilize metrics to assess the effectiveness of customer success initiatives
Process Improvement: Identify inefficiencies within existing customer success processes and recommend solutions to streamline operations. Create and maintain documentation for processes and workflows
Collaboration: Work closely with the Customer Success team to support customer onboarding, engagement, and retention efforts. Act as a liaison between customer success, product, and sales teams to ensure alignment on customer needs
Customer Advocacy : Amplify our company values and customer success stories in social media channels and customer community
Technology Utilization: Leverage customer success tools and platforms to monitor customer health scores and track engagement. Stay up-to-date with industry trends and best practices in customer success operations
Training & Support: Provide training and support to the Customer Success team on new tools, processes, and best practices. Assist in developing customer success resources and materials
Reporting: Prepare regular reports and dashboards to communicate key metrics and insights to stakeholders. Present findings and recommendations to improve customer outcomes
Who You Are
5+ years of experience in customer success, operations, or a related role
Strong understanding of the digital customer journey and customer success best practices
Strong understanding of customer marketing during the customer lifecycle
Proficiency in CRM tools (e.g., Salesforce, HubSpot), customer success software (e.g., Gainsight, Zendesk), and reporting (Looker)
Excellent analytical skills with the ability to interpret data and make data-driven decisions. Strong project management skills with a keen attention to detail
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
Problem-solving mindset with a passion for continuous improvement
If you are a customer-focused operations expert with a passion for enhancing digital customer experiences, we would love to hear from you! Apply today to join our team and help us drive success for our customers.
Immersive Labs’ growth has been fueled by the values that underpin everything we do, here's how they relate to this role:
Drive - We are innovators and market-creators, constantly moving forward to achieve results in support of our mission.
Inclusive - We are passionate about creating an environment of inclusion and respect for our employees, customers and partners, everyone has opportunities to thrive.
Customer Obsessed - We seek to develop deep relationships with our customers to help them achieve their business outcomes
One Team - We are a talented global team working together to achieve our vision.
As well as an inclusive, supportive place for you to be you. We offer an extensive range of benefits so you can do your very best work:
Prosper in our success with share options, and rewards for doing great work and living our values
Look after you and your family with health, dental, and disability insurance, fully paid sick leave, and mental health support
Save for the future with a 401K match of up to 5% – effective immediately
33 holiday days plus two volunteering days, 12 weeks enhanced parental leave, and your birthday off.
Flexible and remote working, so you can work when and where you work best
Career and learning development through the platform and our Learn Anything fund
While most of the team are fully remote, when you do visit, our North American HQ is based in the center of Boston, just a 10 minute walk from Back Bay train station
Monthly socials and sports clubs for our sociable, tight-knit teams (we’ve done everything from cake making to escape rooms)
Find out more at https:// careers.immersivelabs.com
What the Team is Saying
Immersive Labs is the leader in people-centric cyber resilience. We help organizations continuously assess, build, and prove their cyber workforce resilience for teams across the entire organization, from front-line cybersecurity and development teams to Board-level executives. We provide realistic simulations and hands-on cybersecurity labs to evaluate individual and team capabilities and decision-making against the latest threats. Organizations can now prove their cyber resilience by measuring their readiness compared to industry benchmarks, building team capabilities, and demonstrating risk reduction and compliance with data-backed evidence. Immersive Labs is trusted by the world’s largest organizations and governments, including Citi, Pfizer, Daimler, Humana, Atos, T. Rowe Price, and the UK National Health Service. We are backed by Goldman Sachs Asset Management, Summit Partners, Insight Partners, Citi Ventures, and Menlo Ventures.
Why Work With Us
We are Driven, Inclusive, Customer Obsessed and One team building a game-changing platform. Our success would not be possible without the collaboration and determination of our amazing teams across the world. We will forever ensure the people who choose to be with Immersive Labs are provided every opportunity to enjoy and be rewarded by their work.
Immersive Labs Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Immersive Labs values its culture as the company grows. Flexible working is supported, with a recommended pattern of splitting time between remote work and 2 or more days in the office, for people located in one of our Hub locations.
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