Job Description
Director, Customer and Community Experience
- 1300 West Traverse Parkway, Lehi, Utah, United States, 84043
- Lehi, Utah, United States, 84043
- Member Services
- Full time
About Ancestry:
When you join Ancestry, you join a human-centered company where every person’s story is important. Ancestry, the global leader in family history, empowers journeys of personal discovery to enrich lives. With our unparalleled collection of more than 40 billion records, over 3 million subscribers and over 23 million people in our growing DNA network, customers can discover their family story and gain a new level of understanding about their lives. Over the past 40 years, we’ve built trusted relationships with millions of people who have chosen us as the platform for discovering, preserving and sharing the most important information about themselves and their families.
We are committed to our location flexible work approach, allowing you to choose to work in the nearest office, from your home, or a hybrid of both (subject to location restrictions and roles that are required to be in the office- see the full list of eligible US locations HERE). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.
Together, we work every day to foster a work environment that’s inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve.
Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people’s lives? Join the curious.
Ancestry is looking for a Director of Customer and Community Experience to join our Member Services team. This role is responsible for developing and implementing initiatives to improve the customer experience and drive engagement and brand loyalty. In this new role, the Director will help create an environment of innovation and continuous improvement to re-imagine how we deliver the customer experience.
The ideal candidate is passionate about delighting customers and has a proven track record leading customer-facing programs that focus on delivering measurable business outcomes. They bring expertise in Community management, data analysis and the ability to synthesize diverse data sets to generate powerful customer insights. This individual is self-directed, curious, and excited about building and empowering a growing team and company. You will report to the VP of Global Customer Support and Services.
- Build and execute the customer experience strategy for Ancestry Member Services.
- Expand the use of technology and AI to personalize customer interactions, improve service quality, and expand self-service options.
- Drive customer-centric innovation.
- Collaborate with product development teams to incorporate customer feedback.
- Help to build, launch and manage our Community Center and engagement support strategy.
- Lead Ancestry’s Online Community Moderation Strategy: monitoring and moderating user-generated content to ensure the online community is maintained as a safe and engaging environment.
- Define a clear vision and roadmap for maximizing our human interactions with customers using technology to deliver exceptional customer experiences across all touchpoints.
Qualifications:
- Bachelor’s degree with a relevant major
- 5+ years of experience with Voice of the Customer programs and/or Community Management
- 10+ years in customer experience or loyalty with a proven track record of driving customer satisfaction, loyalty, and retention.
- 5+ years leading teams, with ability to structure, hire, develop, and lead diverse teams.
- Analytical mindset with the ability to translate insights into actionable strategies.
- Proficient in customer experience management tools, AI models, CRM systems, and customer feedback platforms.
- Strong leadership skills with the ability to influence, motivate, and inspire.
- Evidence of demonstrated success managing multiple projects autonomously, collaborating with technical and non-technical teams, presenting and communicating directly with leaders.