Director of Experience

Webook

The Director of Experience will lead the design, delivery, and continuous improvement of customer and user experiences across all webook.com touchpoints. This role blends strategy, design thinking, and operational excellence to ensure seamless, engaging, and consistent experiences for both B2B and B2C audiences.

You will collaborate closely with all relevant departments to translate user insights into impactful experience improvements that drive satisfaction, loyalty, and business growth.

Key Responsibilities:

Experience Strategy & Execution

• Translate the company s customer experience vision into actionable plans and measurable outcomes.
• Lead initiatives to enhance end-to-end customer and user journeys across digital and service channels.
• Stay ahead of experience trends, best practices, and emerging technologies to guide innovation.
• Develop and manage the experience roadmap and related budgets.

Team Leadership & Development

• Collaborate with multidisciplinary team of UX designers, researchers, and journey specialists.
• Manage The customer support leads to enhance service standards and ensure alignment with experience goals.
• Foster a culture of empathy, collaboration, and innovation within the experience function.

Experience Design & Research

• Lead customer journey mapping, persona development, and service blueprinting activities.
• Oversee research programs to uncover user needs, pain points, and opportunities for improvement.
• Define and monitor experience KPIs and customer satisfaction metrics (CSAT, NPS, CES).

Customer Support & Operations

• Manage the Support team to enhance self-service capabilities and streamline customer interactions.
• Support implementation of new tools and automation to improve efficiency and response times.
• Ensure consistent communication standards and escalation processes are in place.

Technology & Experience Tools

• Partner with IT and Product teams to implement and optimize CX and UX tools (CRM, chatbots, analytics, feedback systems).
• Support the integration of AI-driven customer support tools, personalization, automation, and sentiment analysis tools.
• Champion data-informed decision-making by leveraging experience analytics and insights.

Cross-functional Collaboration

• Work closely with Product, Marketing, and Operations to ensure experience strategy aligns with business priorities.
• Translate customer insights into actionable recommendations that influence product and service design.
• Establish feedback loops across departments to ensure continuous improvement.

• 8+ years of experience in customer or user experience, service design, or related field.
• 3 5 years of leadership experience managing cross-functional or design-focused teams.
• Proven record of improving customer experience within digital platforms (SaaS, e-commerce, or tech-driven organizations).
• Strong understanding of UX, journey mapping, and design thinking methodologies.
• Experience implementing experience measurement frameworks (NPS, CSAT, CES, VOC).
• Solid grasp of omnichannel experience management and digital experience technologies.
• Excellent stakeholder management, communication, and presentation skills.
• Bachelor s degree required; Master s in a related field preferred.
• Familiarity with agile delivery environments.
• Experience working in fast-paced, high-growth environments is a plus.