Head of Customer Experience

Job Description

Job Description

Salary : $140-155K

This is an on-site position, no hybrid or remote possibility.

Position Summary

Uneekor, Inc. uses technology and design to connect the world through golf, empowering every golfer to be the best version of themselves on and off the course. We have revolutionized the US golf simulator industry from the commercial golf simulator market success at the global level by offering first-of-its-kind overhead launch monitors in the open technology platform to thousands of individual golfers. Seamlessly combining hardware and simulator software programs, our passion is to create valuable content, products, and services that fulfill millions of golfers passion for their love of the game.

As our next Director of Customer Experience (CX), you will be responsible for designing and championing a cohesive, end-to-end customer journey to maximize customer satisfaction, loyalty, and long-term customer lifetime value (CLV). You will work closely with internal teams, including Sales, Marketing, Engineering, and Quality Assurance, to gather customer insights, identify critical pain points, and prioritize cross-functional initiatives that improve the service, product, and overall user experience. The ideal candidate will have excellent leadership and strategic thinking skills, as well as a solid understanding of CX metrics (NPS / CSAT), service operations, and customer journey mapping.

Your responsibilities :

• Define and champion the multi-year CX strategy and vision, aligning customer needs with Uneekor's business goals and product roadmap.
• Own and continuously map the end-to-end customer journey for key segments (home, commercial, teaching professionals, etc.), proactively identifying pain points and moments of delight across hardware, software, and service interactions.
• Establish a robust Voice of the Customer (VOC) program, ensuring customer feedback (qualitative and quantitative) is collected, analyzed, and seamlessly integrated into product development, marketing, and operations decisions.
• Own and track core CX performance metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Churn Rate, and CLV.
• Develop and present executive-level dashboards and reports that translate CX data into clear, actionable business insights for senior leadership.
• Lead deep-dive analysis into customer complaints and common support issues to identify systemic failures and root causes within product, process, or training.
• Lead the Support team to enhance service delivery efficiency, reduce time-to-resolution, and improve first-contact resolution rates.
• Partner with Product Management and Engineering to translate user pain points and feature requests into prioritized, executable product requirements for both hardware and software.
• Collaborate with Marketing and Sales to optimize customer onboarding flows, creating resources and documentation that drive product adoption and success.
• Ensure customer-facing processes (returns, warranty, repair) are clear, efficient, and consistently executed across all operational touchpoints, working closely with Quality Assurance.

Qualifications :

Physical Demands / Environmental Factors

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Uneekor Inc. is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.