<p>Overview</p> <p>Cadent ignites seamless connections between brands, publishers & consumers. Our predictive AI orchestrates outcomes on any platform customers are on, across any media they consume & at any stage of the journey. To learn more, please visit thenewcadent.com.</p> <p>We're looking for a Director of Customer Experience to join our growing Customer and User Experience team. In this role, you'll help shape the future of CX at Cadent. You'll be a thought leader in the organization and drive collaborative change within the company, working to create seamless, impactful customer experiences at every touchpoint. You understand CX is a shared responsibility-and you know how to lead through influence, collaboration, and results.</p> <p>Responsibilities</p> <ul> <li>Map the customer journey across all touchpoints to uncover opportunities for unification and improvement </li><li>Create and execute a CX strategy that drives customer satisfaction, improves processes, and elevates the client experience across the customer lifecycle </li><li>Lead the Technical Writing team, overseeing the Customer Community, Knowledge Base, and support content </li><li>Drive growth of the community forums, feedback portal, community content, and Cadent academy </li><li>Coordinate community content and engagement strategies, aligning voice and tone with brand standards </li><li>Define and track KPIs that measure CX success using existing tools like Fullstory and championing new tools as needed </li><li>Evolve our product release process and communications and facilitate internal training and UAT sessions </li><li>Partner with Marketing, Product Marketing, Sales, Product, Support, and others to ensure a consistent, exceptional experience </li><li>Build trust across the org-leading through collaboration, credibility, and a focus on results and data driven decisions </li></ul> <p>Qualifications</p> <ul> <li>You're a true CX expert with the ability to mentor, and champion CX best practices </li><li>You're both strategic and hands-on-you can set the vision and roll up your sleeves </li><li>You are someone that is excited and has the drive to help build CX within company, proving why growth is needed in the team through strategic successes </li><li>Ad Tech and SaaS Experience desired </li><li>Bachelor's degree or equivalent experience in business, marketing, communications, or a related field </li><li>8+ years in customer experience, success, or related areas with proven leadership and measurable impact </li><li>Excellent communication skills-you know how to inspire and influence across all levels </li></ul> <p>Why Join Cadent?</p> <ul> <li>Be part of a growing company </li><li>We value work-life balance and employee well-being </li><li>We invest in your personal and professional growth </li><li>You'll help shape the future of customer experience at Cadent </li><li>You'll be backed by leadership that believes in the power of great CX </li></ul> <p>Pay Range</p> <p>USD $145,000.00 - USD $152,500.00 /Yr.</p>