Director, Customer Experience (CX) Strategy & Transformation

Job Description

Metropolis is seeking a Director of Customer Experience (CX) Strategy and Transformation to lead and optimize CX strategies, ensure seamless service delivery, and drive operational efficiencies. This role involves overseeing support operations, AI-driven automation, and omnichannel customer engagement, aligning CX initiatives with business objectives.Metropolis is an artificial intelligence company using computer vision technology to enable frictionless, checkout-free experiences. They are reimagining parking and aiming to revolutionize real-world transactions.Responsibilities:

• Lead and optimize CX operations across multiple channels.
• Develop and implement strategies to enhance customer engagement and satisfaction.
• Drive efficiency and scalability through automation and AI-driven support.
• Oversee KPI performance and ensure service levels meet business goals.
• Partner with technology teams to embed AI-powered automation.
• Ensure seamless integration of support systems within customer-facing applications.
• Evaluate and implement emerging CX technologies.
• Manage and mentor a high-performing CX operations team.
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams.
• Analyze customer insights and operational data to drive continuous improvement.
• Develop and track key metrics, ensuring data-driven decision-making.
• Implement feedback loops to enhance customer journeys and service quality.

Requirements:

• 8+ years of experience in customer experience, contact center operations, or related roles.
• Proven leadership in scaling CX operations and implementing digital transformation initiatives.
• Experience with CX platforms (e.g., Zendesk) and AI-driven automation tools.
• Strong analytical and problem-solving skills with a data-driven mindset.
• Excellent communication and stakeholder management abilities.

The role offers:

• A chance to work with world-class product leaders and engineers.
• A key role in building and maintaining an inclusive culture.
• Competitive compensation and benefits, including a lucrative stock option plan.