Discovery, Inc. is a global leader in real life entertainment, serving a passionate audience of superfans around the world with content that inspires, informs and entertains.
Discovery delivers over 8,000 hours of original programming each year and has category leadership across deeply loved content genres around the world.
a landmark natural history and factual content partnership with the BBC; and a strategic alliance with PGA TOUR to create the international home of golf.
Discovery's portfolio of premium brands includes Discovery Channel, HGTV, Food Network, TLC, Investigation Discovery, Travel Channel, MotorTrend, Animal Planet, Science Channel, and the forthcoming multi-platform JV with Chip and Joanna Gaines, Magnolia Network, as well as OWN : Oprah Winfrey Network in the U.
S., Discovery Kids in Latin America, and Eurosport, the leading provider of locally relevant, premium sports and Home of the Olympic Games across Europe.
For more information, please visit corporate.discovery.com and follow DiscoveryIncTV across social platforms.
We are hiring a Director of Customer Experience to lead the direct service and support for customers across Discovery digital products for entertainment and sports.
The Director of Customer Experience will be a strategic partner to business lines within the direct-to-consumer business, placing customers at the core of our decision making and ensuring that customer-centric, data-driven decision making is used throughout the team.
They will create a culture that delights customers through their end-to-end experience and solve customers problems efficiently.
This role will lead a customer experience team that helps customers solve issues they encounter with our products in a timely and practical manner, whether customers are using mobile, tablets, web, connected TV, voice, or other emerging technologies.
They and their teams will identify the root causes of customer problems, drive timely resolution, and use those insights to drive systematic improvements and delightful customer experiences within the direct-to-consumer products.
They will use insights and data to build and drive intuitive, automated, and self-service solutions that make it easy for customers to get the help needed when they need it, with as little friction as possible.
The Director of Customer Experience will also build teams that provide premium, contextual support for vertical specific support.
Jointly create new ways to convert and retain customers
The ideal candidate will be a driven, passionate advocate for delivering the best experience for customers. This person will make data-driven decisions, have an insatiable curiosity, build for scale, and obsess about the customer.
They will relentlessly investigate defects and poor customer experiences to identify the root cause and determine how to improve the customer experience.
They are a leader that the team loves to work with because they inspire, develop, and care for their team members. They build trust with people from all areas of the business and have a proven track record.
This leader takes end-to-end ownership and consistently delivers results in a fast-paced environment.