Head of Customer Experience

Job Description

Job Description

Our Mission

Legacybox helps families reconnect with the most meaningful moments of their lives by digitizing and preserving their recorded memories. Every photo, film reel, and tape we process is a piece of someone’s personal history, a link between generations. We make these memories accessible and shareable for the future, while giving our customers peace of mind that their stories will endure.

About The Role

As Head of CX, you’ll own the full customer journey, from first contact through lifelong retention, ensuring every touchpoint reflects our promise of care and trust. You’ll be a voice of the customer in company strategy, championing data-driven improvements that increase satisfaction, loyalty, and profitability.

We’re looking for a strategic, empathetic, and systems-minded leader to own the full Customer Experience function. You’ll lead and mentor a team of 20+ CX professionals, while also partnering across Product, Operations, and Marketing to reduce friction, improve satisfaction, and design moments of delight. You’re someone who can zoom out to architect a strategy, and zoom in to rewrite a macro or handle a tough customer call when needed.

Responsibilities

Leadership & Strategy

• Lead and inspire the CX team to deliver best-in-class service and results.
• Set department goals, forecasts, and KPIs aligned with company objectives.
• Prioritize initiatives that have the greatest impact on customer satisfaction and operational efficiency.
• Mentor and foster camaraderie, professionalism and accountability.
• Communicate customer insights and opportunities to cross-functional stakeholders in a timely, actionable way.
• Stay current on CX trends and best practices to inform ongoing strategy and innovation.

Operational Excellence

Up-to-date training materials and knowledge bases

Customer Advocacy & Insights

Innovation & Automation

What Success Looks Like

About You

You’re a builder and mentor who loves creating clarity in complexity. You know how to blend empathy and analytics to inspire both customers and teams. You’re comfortable in fast-moving environments and can turn feedback into scalable systems.

Extra Credit

Benefits

Work Environment

We take great pride in our hometown of Chattanooga and our multiple facilities here : our downtown office and our new digitization plant, where thousands of family memories are carefully handled and converted every day. This role is based in the recently remodeled CX floor inside the plant.

Why Join Us

Legacybox is at an exciting inflection point, transforming from a one-time digitization service into a lifelong platform for preserving and sharing family stories. As our Head of CX, you’ll shape how millions of families experience that transformation.

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