Director of Customer Experience

About CareScout: Join us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system – and we are deeply committed to a sense of belonging for all, in all phases of life.   We’re creating a new experience for care seekers and their families, bringing together long-term care options, resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us!   CareScout is a division of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging.  POSITION TITLEDirector, Customer ExperiencePOSITION LOCATIONHybrid. Strong preference for individual to be in New York, NY, or Richmond, VA. We will consider exceptional candidates outside of these regions. Your RoleThe Director of Customer Experience will be responsible for overseeing and enhancing the end-to-end experiences that customers have with CareScout. You’ll ensure every touchpoint along the customer journey meets — and ideally exceeds — customer expectations. As a champion for building a customer-centric culture, you’ll work across teams at CareScout to solve the biggest pain points for our customers, driving satisfaction and brand loyalty. Key stakeholders for this role include executive leadership, customer service teams, product management, and marketing. This position reports to the Chief Marketing Officer. This first-ever role with CareScout will hold a strategic place in the company structure, bridging operational excellence with customer-centric strategies.What you’ll be doing: Create the principles and strategies for a customer experience that meets the needs of all consumer audiences for CareScout, communicating a compelling vision for the future of customer experienceDevelop and implement company-wide initiatives that improve customer journeys and align to the company’s goals and objectivesBuild strong internal relationships, driving collaboration among internal teams to influence direction, align delivery, and celebrate shared successes Aggregate customer feedback from all sources (surveys, phone calls, social media, etc) to understand needs and pain points – then create action plans for improvementsUse tools such as feedback platforms, CRM, and analytics software to monitor experiences, collect insights, and identify areas for improvement.Act as the voice of the customer throughout the organization; Be the guardian of the customer by critically analyzing their needs and informing company-wide strategiesLead efforts with research partners to prioritize projects for greatest impactBuild and maintain up-to-date journey maps for all customer/buying flowsSurface opportunities for marketing and thought leadership as you dive into customer needs and experiencesDevelop and monitor KPIs such as Net Provider Score, customer satisfaction scores as well as conversion and retention ratesDevelop hypotheses, run experiments, iterate, and work with internal teams to implement winning ideasWhat you bring:Professional experience: Minimum of 10 years of experience, with at least 5 years in a customer experience leadership role. Functional experience could include customer service, marketing, UX design, product management, or customer insights analyst roles. Experience in D2C selling model required and experience working in a marketplace selling/matching or ecommerce environment coupled with a call center highly preferred.Technical skills: Proficiency in CRM systems, customer feedback tools, data analytics platforms, knowledge of customer journey mapping software, and expertise in various research methodologies.   Educational requirements: A bachelor’s degree in related field. Additional certifications in Customer Experience Management are a plus. Project Planning and Execution: Must be a meticulous planner, action oriented, and have exceptional critical thinking skills; Will require a practical mindset to find solutions on the spot partnered with a curiosity to continuously improve and innovate.Soft Skills: Strong communication skills, problem-solving abilities, adaptability, leadership qualities, and a customer-first mindset.Industry Knowledge: In-depth understanding of customer service best practices, customer experience trends, and regulatory compliance in customer data handling.For candidates based in the New York City Metropolitan area, the base salary pay range for this role starts at a minimum rate of $170,000 up to the maximum of $240,000. An employee’s pay position within the base salary pay range will be based on several factors at the time of this job posting including but not limited to geographic location, experience, and qualifications. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 20% of your base compensation. The final determination on base pay for this position will be based on multiple factors to ensure pay equity within the organization.Employee Benefits & Well-BeingCareScout employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives.Competitive Compensation & Total Rewards IncentivesComprehensive Healthcare CoverageMultiple 401(k) Savings Plan OptionsAuto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family LeaveDisability, Life, and Long Term Care InsuranceTuition Reimbursement,  Student Loan Repayment and Training & Certification SupportWellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)Caregiver and Mental Health Support Services

Created: 2025-07-07