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.

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.

Responsibilities

• Map the customer journey across all touchpoints to uncover opportunities for unification and improvement
• Create and execute a CX strategy that drives customer satisfaction, improves processes, and elevates the client experience across the customer lifecycle
• Lead the Technical Writing team, overseeing the Customer Community, Knowledge Base, and support content
• Drive growth of the community forums, feedback portal, community content, and Cadent academy
• Coordinate community content and engagement strategies, aligning voice and tone with brand standards
• Define and track KPIs that measure CX success using existing tools like Fullstory and championing new tools as needed
• Evolve our product release process and communications and facilitate internal training and UAT sessions
• Partner with Marketing, Product Marketing, Sales, Product, Support, and others to ensure a consistent, exceptional experience
• Build trust across the org—leading through collaboration, credibility, and a focus on results and data driven decisions

Qualifications

• You're a true CX expert with the ability to mentor, and champion CX best practices
• You’re both strategic and hands-on—you can set the vision and roll up your sleeves
• 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
• Ad Tech and SaaS Experience desired
• Bachelor's degree or equivalent experience in business, marketing, communications, or a related field
• 8+ years in customer experience, success, or related areas with proven leadership and measurable impact
• Excellent communication skills—you know how to inspire and influence across all levels

Why Join Cadent?

• Be part of a growing company
• We value work-life balance and employee well-being
• We invest in your personal and professional growth
• You’ll help shape the future of customer experience at Cadent
• You'll be backed by leadership that believes in the power of great CX

Pay Range

USD $145,000.00 - USD $152,500.00 /Yr.