Director of client experience
Work in bitcoin and help drive the retirement revolution with choice
As director of client experience you will build simple and sophisticated journeys across a full range of touch points throughout the client lifecycle — from onboarding, account funding and investments; to money movement, account maintenance, support, loyalty, etcYou will play a critical role in scaling these strategically important areas to support our rapidly growing client base and deliver excellent client experiences.
In this role you will lead program management and build out our new cx practice while helping connect the dots for how teams operate together across functions including product, marketing, support and operationsThe ideal candidate has a passion for developing programs, workflows and processes and is an expert at driving large scale change while managing flawless execution.
In this role you will define the end-to-end design, delivery process, system workflows, and kpis measurement/reporting of cx programs while collaborating with a variety of stakeholder groups in the organization.
You will partner closely with leaders across cx, marketing and product, who collectively design all our touch pointsYou will work with our product team to define the technical requirements of cx programs and ensure these requests are added to the product roadmapYou will partner with our operations, service and training teams to ensure we are aligned on new systems, workflows and processes as well as features and offering updates.
You will help identify gaps in our tech stack and recommend solutions to overcome themThe ideal candidate will have experience researching, implementing and integrating new software such as crm, cdps, marketing automation and other cx tools.
Lastly, you will oversee the development, deployment and ongoing management of client-facing content that drives product usage, self-service support and loyalty.
This role reports into the chief experience officer.
The role – what you’ll do:
Own the end-to-end client experience, from the time an account is opened, onboarded and funded through the entire account lifecycle
Collect and analyze data to identify client pain points, feature requests and other cx enhancements
Align with internal stakeholders (marketing, ops, product, service, hr, finance, etc.) to eliminate chokepoints, ad hoc processes, and other areas that negatively impact the client experience
Translate these insights into strategies and enact them through targeted programs that achieve cx objectives
Identify the risks, required resources, and impact of proposed solutions for internal stakeholders
Lead resource planning and cross-functional teams to deliver cx programs on-time and under budget
Manage the performance and work streams of junior cx team members
Oversee setup, documentation and testing of new automations, chatbots, and other tech components of cx projects
Draft and edit emails, support articles and other client-facing content
Own cx reporting and measurement
Collaborate closely with executives and company leadership to support a broader digital transformation
Stay in the know on cx best practices and industry trends to constantly push our capabilities as a team
7+ years’ experience in lifecycle marketing, crm, marketing automation, marketing ops, digital marketing or cx strategy and design
Extensive project management experience
Excellent analytical, written, and oral communication skills
Strong attention to detail and ability to multitask are critical
You love data and aren`t afraid of getting deep into it - data informs, guides and validates everything we do
You are process-oriented and possess phenomenal problem-solving skills
You are deeply passionate about customers and ensure their perspective is at the center of everything we do
You love building relationships and serving as a trusted resource for other teams and team members
You are passionate about business and have a proven ability using technology, people and process to achieve business goals
You have implemented new technologies before and helped train other teams/departments on how to use them
Visual and graphic design skills are a major plus - at minimum, you should have an eye for good design and be able to throw together a graphic or one-pager
Fintech or financial services experience another major plus - our subject matter can have a steep learning curve if you`re not already somewhat well-versed
Experience with intercom, hubspot, and segment is helpful
Bonus points for being a bitcoiner
More about choice
Choice app is the easy way for investors to convert their cookie cutter 401(k)s and iras into bitcoin, crypto or just about any other alternative asset they may desire.
We`re on a mission to remove the arbitrary limits legacy providers put on your hard-earned money - so we built an app that makes it seamless to open, fund and trade a choice self-directed ira, all from the palm of your hand.
Choice supports a diverse workforce and is an equal opportunity employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment processWe encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.