Customer Experience Lead

Description:

Create is hiring a Customer Experience (CX) Lead to champion our customers’ experiences and ensure their voices are at the center of how we operate. This is a high-impact role that blends empathy, problem-solving, and strategic insight to deliver world-class customer experiences across all channels.

You’ll manage our offshore CX team, respond to immediate customer needs, and design long-term improvements that elevate every touchpoint in the customer journey. You’ll develop and lead our NPS and customer calls programs, leverage AI to analyze voice-of-customer (VOC) data, and translate insights into actionable business strategies that improve retention, loyalty, and lifetime value.

If you are equally comfortable jumping in to solve an urgent customer issue and building scalable systems to improve experiences over time, this role is for you.

Key Responsibilities:

• Customer Experience Ownership: Serve as the champion for Create’s customers across DTC, retail, and subscription touchpoints. Build and maintain a customer-first culture that values empathy, responsiveness, and resolution. Oversee day-to-day CX operations, ensuring timely, accurate, and brand-right responses to all inquiries.
• Team Management & Coaching: Manage our offshore CX team, setting clear goals and KPIs for service quality and efficiency. Provide training and coaching to ensure high-quality, consistent customer interactions. Implement feedback loops to continuously improve team performance.
• Voice of Customer (VOC) Insights: Design and own Create’s NPS program, including outreach cadence, follow-up processes, and internal reporting. Lead our customer calls program to connect directly with customers and uncover nuanced insights. Use AI and analytics tools to analyze VOC data, identify trends, and create thematic insight reports for leadership.
• Customer Retention & Growth: Collaborate with Marketing and Operations to develop strategies to improve customer LTV, including win-back programs for lapsed subscribers and repeat purchase drivers. Identify moments in the customer journey where experience improvements can drive measurable retention gains.
• CX Tools & Systems: Oversee the selection, implementation, and optimization of CX tools and platforms. Stay current on evolving CX technology trends and best practices to inform future investments.

Cross-Functional Collaboration: Partner with Operations, Marketing, and Product teams to close customer feedback loops quickly. Influence business decisions by presenting VOC insights tied to revenue impact and customer satisfaction. Represent the customer in cross-functional meetings and planning sessions.

• Experience: 3–6 years in customer experience, customer support, or customer insights role.
• Customer-First Mindset: Deep empathy for customers, with a strong bias for action to resolve issues quickly and thoroughly.
• Analytical Skills: Able to synthesize quantitative and qualitative data into clear insights and recommendations.
• Communication Skills: Excellent written and verbal communication; able to convey empathy and authority simultaneously.
• Leadership Ability: Experience managing a team or vendor partners, with a focus on coaching and development.
• Problem-Solving Orientation: Skilled at diagnosing root causes and developing practical, scalable solutions.

Nice to Have:

• Experience with NPS programs, customer interviews, or VOC analysis.
• Familiarity with CX tools (e.g., Zendesk, Gorgias, Kustomer) and AI-powered analytics platforms.
• Experience in subscription-based businesses or strategies for improving retention and LTV.
• Understanding of omni-channel CX challenges in a CPG or consumer brand environment.

Benefits:

• Competitive compensation including salary and equity ($115k - $125k base)
• Fully-paid health, dental, and vision insurance
• Downtown Manhattan office, with flexible work setup and 15 days of PTO

Why You’ll Love Working Here:

At Create Wellness, we’re building a category-defining wellness brand that helps people feel their best every day. You’ll join a small, high-output team where your work will have immediate and visible impact. We move quickly, expect a lot from ourselves and each other, and have fun while doing it.