Proven leader with 10+ years experience in a services based industry or SaaS organization, with 5+ years in a leadership role driving business results through improved customer experiences in Customer Success, Product Marketing or similar functions.
Bachelor's degree, Master’s degree preferred
Proven experience (5+ years) in service experience strategy, customer experience design, or related field with a focus on service delivery.
Proven ability to design and implement service experience strategies that improve customer retention and drive revenue growth.
Strong understanding of customer journey mapping, service blueprints, market research techniques and methodologies, and service design principles.
Experience applying the Jobs to be Done framework to deliver customer benefits and accomplish desired outcomes.
Demonstrated success in leading cross-functional teams and managing complex projects.
Excellent analytical skills with the ability to translate data into actionable insights.
Excellent communication, presentation, and collaboration skills.
Ability to thrive in a fast-paced, dynamic environment and drive change through innovation.