Director of Customer Experience

Ardoq

Ardoq

Ardoq is a dynamic, data-driven tool for Enterprise Architecture. Our software helps organizations and businesses implement and execute change across their projects, strategies, processes, applications, infrastructure, and capabilities. With Ardoq, fresh data creates a dynamic overview that provides insights for better decisions. Through the aid of dashboards, interactive visualizations and diagrams, users can focus time on understanding interdependencies between technology and people, and less time documenting. Ardoq is a bold, caring and driven company with a mission to empower our customers to drive value through successful change.

Department Services

Locations  Oslo, Copenhagen, New York, London,

Remote status Hybrid Remote

Bold, Caring, Driven / Who We Are

At Ardoq, we are committed to building a diverse and inclusive workforce, which has helped make Ardoq the Bold, Caring, and Driven company it is today. We pride ourselves on being an equal opportunity employer.

Ardoq is one of the fastest-growing SaaS companies in the Nordics, with an award-winning product and a reputation for its dedication to enriching company culture. Our innovative, data-driven platform inspires the implementation of change plans in any organization. We help organizations achieve digital transformations. We are headquartered in Oslo with offices in Copenhagen, London, New York, and home offices worldwide. Ardoqians come from over 30 countries, with English as our working language.

Director of Customer Experience

Reports to: VP of Customer Success and Transformation Services

As part of our continued investment in our culture, we’re looking for a Customer Experience Director to join our expanding, international and vibrant team.

You will help unify and improve all customer touchpoints and the overall customer experience across Ardoq.

How you will spend your days

  • Create a reimagined customer experience, improving speed, cost, and transparency
  • Create a high-level overview of the customer journey, determine pain points, prioritize ongoing activities and coordinate across all Ardoq departments
  • Structure end-to-end customer NPS and CSAT programs
  • Design customer communications and feedback processes
  • Develop the customer expansion playbooks across Ardoq
  • Work across departments to develop execution plans to deploy improvements to the customer experience across the company
  • Analyze information, develop improvement plans and measure results of these plans both regarding metrics and important results

We imagine you will bring

  • 10+ years experience in customer success, customer experience, and customer journey mapping
  • Familiarity with current customer experience modeling techniques and tools
  • Experience defining and optimizing customers’ journey with an enterprise software company
  • Experience deploying integrated NPS and customer satisfaction programs, preferably from an enterprise software company
  • Experience of the techniques and tools available to solicit input from customers
  • High-level knowledge of application landscape use in most enterprise areas
  • Experience designing expansion playbooks at an enterprise software company
  • Knowledge/ experience with change management techniques and philosophies
  • Experience developing high-level plans deploy stepwise improvements to the customer journey.
  • Experience working with the senior leaders (C-Level and departmental) and gaining agreement

Why Choose Ardoq in (Norway, Denmark, the UK, and the USA)

  • A unique opportunity to build our US team from the ground up and become a part of the tech and startup community in NYC supported by forward-thinking leaders
  • We are healthily funded and looking to grow tenfold in the next few years
  • We have an energizing, social, and dedicated working culture (check us out on Glassdoor!)
  • 401(k) with profit-sharing
  • Comprehensive medical, vision, and dental coverage
  • Flexible vacation and PTO policies
  • Paid parental leave
  • Remote and semi-remote work opportunities
  • Co-working office in Manhattan with an in-house barista and snacks

At Ardoq, you will work with bold, caring, and driven people, bridging business and IT. So build the future with us!

To apply for this job please visit careers.ardoq.com.