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Senior Director of Customer Experience

Stay Alfred – Seattle, WA

Why Stay Alfred?



Stay Alfred believes in empowering our employees by celebrating and rewarding success and fostering a high-energy, mutually supportive culture. Our culture, strong sense of beliefs and values are the things that everyone in this organization shares. Want to be a part of the team?

Check out our Employee Reviews on Glassdoor.


Stay Alfred is looking to find the right team members to push forward into the future with having recently closed on $47 Million of Series B funding. Founded in 2011, Stay Alfred, Inc. is disrupting the hospitality industry by combining the luxury and quality of a boutique hotel with the space and amenity of a high-end downtown apartment. Recognized three times by Inc. Magazine as one of the fastest-growing private companies in the United States, and as one of the Best places to work in the Inland Northwest, Stay Alfred currently manages approximately $500 million in multifamily assets through its tech-enabled hospitality model. With locations in thirty plus cities nationwide, Stay Alfred is reinventing travel at a rapid pace.


Senior Director of Customer Experience Overview:

Our Head of Customer Experience will bring single-minded focus to ensuring that we re delivering the best possible experience to each and every customer; bridging the gap across departments to create a seamless experience across all customer touchpoints. Your mission will be to bring our customer service philosophy, process and systems to the level of a world-class hospitality brand. You will be responsible for establishing a cross-functional program that includes Leadership, Marketing, Technology, Customer Service, and Logistics to produce an industry-leading customer experience.



Leveraging the power of data and analytics, you will recommend and drive improvement to meet this mission. This position provides guidance on addressing business issues and developing new products and services, with a keen focus of creating a stellar customer experience all customer touchpoints including online, in the property, and in all forms of customer communication. You will establish a continuous, prominent presence for the voice of the customer to the entire Stay Alfred organization to inform product and business decisions that simultaneously improve the customer experience and support business objectives.



Responsibilities:

  • Develop and execute the long-term customer experience strategy
  • Develop and maintain a culture that has a laser focus on providing a best in class customer experience and be responsible for achieving key customer satisfaction goals
  • Set the organizational structure for customer experience with human resources
  • Drive improvements in Stay Alfreds customer satisfaction scores by championing quality of service and ensuring customer needs are understood by cross functional partners
  • Recommend product, process, policy and procedural changes based on customer feedback analysis with a focus on improving the customer experience and streamlining processes
  • Gain a first-hand understanding of how customers engage with the brand across all touch points and draw conclusions to continually evolve, improve, and optimize customer service
  • In collaboration with the leadership team, evaluate the existing customer service technology stack to better understand opportunities and risks. Introduce relevant and value-add customer engagement functionality and leverage appropriate emerging innovations as part of the overall customer experience
  • Own the customer experience journey and represent the voice of the customer to create cohesive customer experiences that are nothing short of remarkable.
  • Create, maintain and execute a strategic customer experience roadmap, including the team, process and infrastructure to improve customer support, customer experience and drive sales.
  • Provide data-driven recommendations for prioritizing customer touchpoints and efforts to improve the customer experience
  • Act as champion for the customer to improve all-digital, non-digital, on-property and off-property end to end customer touchpoints, balancing financial realities of the business.
  • Provide actionable competitive and consumer trends, market conditions and consumer preferences through primary (quantitative and qualitative) and secondary research, to shape cross-functional strategy and tactics to build brand equity and improve customer experience


More to Know:

  • Salary: $85,000+ DOE
  • Weekly company sponsored lunches and events throughout the year
  • Unlimited Paid Time Off, Medical / Dental Benefits, and Life Insurance
  • Employee Stock & 401K options after 1 year
  • Thrice: Earned a spot in the Top 5000 of Inc.s Fastest Growing Privately Held Companies
  • Thrice: Inland Northwest Best Places to Work


Is this role not an exact fit? Feel free to check out the rest of our opportunities here!



Stay Alfred, Inc. is an equal opportunity employer, committed to hiring a diverse workforce and preserving inclusive hiring practices. Stay Alfred, Inc. does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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