Senior Director, Customer Experience and Design - remote

Illuminate Education - Remote - Full time

Position Overview

In this role, you will ensure that customers experience a successful journey in purchasing, implementing and fully adopting Illuminate core products. You will drive people, process and technology projects to optimize the end-to-end customer journey. In this role you will lead programs not only within CX but also help connect the dots for how our teams operate together across other functions such as engineering, product, marketing, data services and customer facing teams. You are meticulous and excited about the customer journey, design and you love seeing functionality and improvements delivered. You are a leader, a coach and an influencer with excellent communications skills, thoughtfulness and energy to build and deliver the best experiences for our educators and students.

Key Responsibilities

  • Define and deliver a best in class customer experience for the Illuminate solution across our product portfolio from our first contact with customers through onboarding, usage and renewal of our solution(s).
  • Define and drive initiatives that focus on improving Churn rates, Net Retention, NPS and other customer experience metrics as agreed to. Will ensure each team has KPIs tied back to measuring and improving customer experience.
  • Mentor and support the UI/UX manager as she cultivates and leads a team of UX professionals in our design practice methodologies to bring out the best in people.
  • Build, monitor and measure program success to evolve and achieve long term success of a leading user and customer experience.
  • Responsible for the plans and priority execution to create a universally accessible experience for all users with a goal of WCAG 2.0 AA.
  • Actively participate in creating, testing and sharing new and better tools, methods, and processes for conducting collaborative projects and experiments.
  • Serve as a champion for design thinking and human-centered design.
  • Create cross functional research, planning, collaboration and detailed execution to deliver the best experiences within and across The Illuminate Solution.

Required Experience & Qualifications

  • Have a strong strategic mindset and deep experience in leading teams.
  • Demonstrable success leading UX/UI or Customer Experience teams in a portfolio based software business.
  • Experience using customer insights from UX research, feedback and analytics to iteratively improve performance with positive outcomes.
  • A passion and rich background in design and design systems.
  • Communicator with the ability to identify opportunities and influence organizations and individuals to gain support and overcome resistance with data and persuasion.
  • Must be comfortable leading cross-functional teams (formally and informally), challenge inertia and develop meaningful improvements to the customer journey.
  • Track record of deploying digital tools and services in a fast-moving and changing environment – one that embraces exploration, rapid iteration, and production.
  • Have a team philosophy that is inclusive of all people, perspectives, and capabilities.
  • Bachelor’s degree in education, design, computer science or business discipline or equivalent experience; advanced degree preferred.
  • Minimum 10 years experience in product management, customer or user experience or related experience.

Preferred Experience & Qualifications

  • Experience leading customer experience and design processes and a keen understanding of how to build alignment and collaboration across diverse stakeholders.
  • Success driving results in a matrix and/or portfolio environment.
  • Deep experience with business requirement gathering, end-to-journey mapping, facilitating design sprints, competitive analysis, and leading rapid prototyping.
  • K-12 market experience is strongly preferred; a passion for education is a must.
  • Proficiency in all major tools of the trade: Figma, Miro, Adobe CS, etc

Travel – may include up to 30% of travel.

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Role

Project Management

Experience Level

Mid Level

Illuminate Education

Illuminate Education partners with K-12 educators to equip them with data to serve the whole child and reach new levels of student performance.
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