The Director of CX is responsible for driving and enhancing customer experience programs for various clients from various industries. This role involves a combination of strategic planning, data-driven analysis, and hands-on project management to deliver actionable insights and effective solutions that meet the clients’ needs (see full job description below). Key responsibilities include:

• Consulting and Client Engagement:

  • Provide expert consulting services to clients on their Customer Experience (CX) programs, including design, implementation, and optimization across multiple platforms.

  • Collaborate with Customer and Market Insights teams from diverse companies to conduct ongoing consulting and benchmark studies, ensuring that the client’s CX strategies are data-driven and customer-centric.

• Training and Education:

  • Design, develop, and conduct Customer Experience Management training sessions and workshops tailored to various industries, targeting employees and managers to enhance their understanding and execution of CX best practices.

  • Stay up-to-date with the latest trends and methodologies in customer experience to ensure training content is relevant and impactful.

• Team Leadership and Development:

  • Manage and lead a team of researchers and analysts, fostering a collaborative environment focused on professional growth, goal setting, and skills development.

  • Oversee team performance and provide mentorship, guidance, and support in both technical and soft skills to ensure effective client management and relationship building.

• Cross-functional Collaboration and Process Improvement:

  • Act as a liaison between the local USA office and the Tel Aviv office, facilitating communication and operational support to streamline processes and enhance cross-functional collaboration.

  • Identify opportunities for process improvements and implement solutions to optimize efficiency and productivity within and across teams.

• Data Analysis and Insight Development:

  • Utilize advanced data analysis techniques to interpret complex data sets, generate real-time data visualizations, and derive actionable insights that inform strategic decisions.

  • Develop comprehensive reports and presentations that effectively communicate findings and recommendations to clients and stakeholders.

• Project Management:

  • Lead and manage multiple projects simultaneously, ensuring they are delivered on time, within scope, and aligned with client expectations.

  • Coordinate with internal and external teams to ensure the successful execution of research studies and CX initiatives.

Qualifications and Skills:

• Bachelor's or Master’s degree (Social sciences, Math, Computer Sciences, or an equivalent field)

• Strong analytical skills and the ability to interpret complex data to develop actionable insights.

• Proven experience (5+ years) in customer experience strategy, research methodologies, and data analysis.

• Excellent project management skills, with the ability to handle multiple projects simultaneously and deliver results under tight deadlines.

• Exceptional communication and presentation skills, with a demonstrated ability to influence and engage stakeholders at all levels.

• 5+ years of leadership experience, including managing and developing a team of professionals.

• Familiarity with advanced data analysis tools and software for real-time data visualization and reporting.

• Ability to work effectively in a dynamic and changing environment, with strong adaptability and problem-solving skills.

• Fluent in Hebrew and English.

• Tools required: Medallia, Qualtrics, SPSS, Excel,