Truemeds - Associate Director - Customer Experience Strategy

Job Description:

- Own customer experience metrics, including NPS, CSAT, and first response/resolution times.

- Analyze customer feedback and journey data to identify recurring issues and improvement areas.

- Partner with product and operations teams to design and roll out initiatives that address customer pain points.

- Create playbooks, SOPs, and best practices for consistent customer service delivery.

- Run customer surveys, focus groups, and voice-of-customer programs to capture insights.

- Track the impact of initiatives and continuously refine strategies to improve customer delight.

- Act as the voice of the customer in leadership discussions.

- Proven experience in improving customer satisfaction and NPS in a consumer-facing business.

- Strong analytical skills with the ability to turn feedback and data into actionable insights.

- Process design mindset - able to set up scalable solutions, not just one-time fixes.