Director, Digital Customer Experience

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. 

PetPlace, a subsidiary of IPH, is building a digital first pet e-commerce platform with the aim of connecting key market services such as adoption, lost pet and insurance to make pet care easy.

Job Summary:

PetPlace is seeking a Director of Digital Customer Experience to lead the vision, development and execution of a comprehensive customer experience (CX) transformation across both B2C and B2B websites. This role will focus on creating integrated, personalized, and seamless customer journeys, driving engagement and loyalty through data-driven insights and omni-channel experiences. As a key leader within the organization, you will work closely with cross-functional teams—including Marketing, Product, Sales, and Tech—to enhance customer touchpoints, foster collaboration, and optimize the customer lifecycle to drive loyalty and lifetime value.

You will be enthusiastic about embracing the different opportunities & challenges that come with working in a startup environment within a larger corporation and be comfortable being a visible, vocal advocate of our customer-first experiences to foster team understanding, alignment, and support. This candidate will be receptive to growth and change, thriving in dynamic, matrixed environments, and be a solutions-oriented leader who knows how to effectively frame problems in a way that drives action and leads to value creation for the customer and the company.

Job Location: Remote

Main Responsibilities:

• Develop and implement a comprehensive customer experience strategy in alignment with the company's overall mission and goals, including customer journey mapping, customer feedback analysis, CRO, and implementing customer-centric processes that activate the CX vision and strategy.

• Lead and manage a team of web developers and UX/UI designers, providing guidance, coaching, and support to ensure high performance, continuous improvement, and ability to create and exceed business expectations, inspiring our team to collaborate and think beyond our current capabilities.

• Effectively manage resource needs, scaling up and down as necessary, and coordinate with internal resources and external agencies to source talent appropriately.

• Support the development of processes, communication, and people alignment to ensure the successful implementation of new initiatives, features and campaigns across internal and external teams.

• Manage and execute against marketing budget, ensuring the spend is allocated to activities that achieve targeted return and results.

• Develop and strategically support marketing technology to deliver on PetPlace initiatives inclusive of CRO, Adobe Experience Manager, and Salesforce personalization tools or similar marketing technologies.

• Coordinate and align all enterprise functions supporting the scope of the strategy, forming trusted relationships with cross-functional partners, including product, marketing, sales, and tech, to ensure a seamless and integrated enterprise strategy and approach.

• Conduct regular analysis and evaluation of customer feedback and data to identify areas for improvement and implement solutions to enhance the overall customer experience. Ensure that the voice of the customer influences the development of product features and go-to-market strategies to meet their evolving needs.

• Develop and maintain key metrics and KPIs to track the success and effectiveness of the customer experience strategy. Have a strong analytical mindset and be able to use data to identify customer pain points, opportunities for improvement, and strategic decisions.

• Stay updated on industry trends and best practices in customer experience to continuously enhance our approach and maintain a competitive edge.

• Collaborate with senior leadership to secure necessary resources and support for the successful execution of customer experience initiatives.

• Implement processes to effectively manage customer experience team workload, cross-functional relationships, and external agency relationships to ensure coordination that leads to greater success and results.

• Have a proven track record of driving positive business outcomes through customer experience initiatives.

• Act as a brand steward, ensuring all messaging and creative aligns to corporate and PetPlace branding guidelines and positioning.

Qualifications:

• Bachelor’s degree in marketing or relevant field

• 5-8 years of experience in customer experience or product management

• The ideal candidate must have a strong understanding of both software engineering and digital marketing, with a drive to push the boundaries of innovation

• You must have a keen eye for detail, and a track record of success in designing digital products that are user-friendly and engaging

• Exposure to major programming technologies, languages and methodologies (including PHP, JavaScript, HTML5, XCODE, Java, NET and Agile project management)

• Experience in research tools, PowerBI and related analytics platforms

• Possess in-depth knowledge of digital marketing best practices, including SEO, SEM, PPC, and social media marketing

• Experience with budgeting, cost estimating, vendor contract negotiations, and fiscal management principles and procedures

• Ability to lead a team of 4 full time employees, contractors and agencies

• Strong leadership, problem solving, strategic thinking, and analytical skills

• Excellent written, verbal, and presentation skills and effective in interactions with internal executives and external partners

• Strategic mindset, with ability to make difficult decisions in partnership with cross-functional teams

• Experience in pet or animal health industry is a strong asset

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All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)