This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director of Customer Experience, Retention & Service in Texas (USA).

This role offers a high-impact opportunity to lead the customer experience and retention strategy across both service operations and digital channels. You will shape and execute initiatives that enhance customer satisfaction, streamline service processes, and build a foundation for long-term retention programs. Partnering closely with cross-functional teams—including Product, Operations, Analytics, and Re-engagement—you will use customer insights to drive measurable improvements, implement scalable processes, and foster a culture of continuous improvement. This position combines strategic leadership with hands-on execution, offering the chance to directly influence customer outcomes and organizational growth in a dynamic, collaborative environment.

Accountabilities

Own the end-to-end customer experience across service and digital channels, improving satisfaction and reducing friction.
Design, implement, and scale a retention operating system, including strategy, playbooks, segmentation, governance, and cross-functional execution.
Lead and develop the Voice of the Customer program, ensuring insights translate into product, training, and operational improvements.
Define and operationalize customer experience metrics, using CSAT and other KPIs to track progress and inform decisions.
Partner with Product, Engineering, and Operations to optimize digital servicing channels and reduce contact volume.
Build and grow a high-performing team, including planning for new hires as retention programs scale.
Collaborate with senior leadership and stakeholders to align on priorities, communicate insights, and drive organizational change.

Requirements

8+ years in Customer Experience, Retention, Service Operations, or Contact Center leadership with measurable success in improving CX outcomes.
Strong expertise in digital servicing experiences (chat, messaging, self-serve) and process optimization.
Proven ability to build and launch programs from scratch, including retention initiatives, operational cadences, and performance scorecards.
Excellent analytical and storytelling skills, with the ability to translate data into clear priorities and executive-level narratives.
Experience leading and developing managers and analysts, influencing cross-functional teams.
Comfort working in regulated or high-accountability environments; insurance or insurtech experience is a plus.

Benefits

Competitive salary and stock option offering.
Health, dental, vision, and disability coverage.
End early Fridays (wrap up at 2pm CST).
Sabbatical program for tenured employees.
HSA with employer contributions.
Fertility support and wellness perks ($100 monthly).
Pet reimbursement program ($300 annually).
401(k) plan with match.
Unlimited PTO and flexible work arrangements.
Paid parental leave program.
Learning and development opportunities.
Inclusive, values-driven work environment with Employee Resource Groups and diversity initiatives.

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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Director of Customer Experience, Retention & Service