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Job Overview & Application

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Customer Experience Director

Role OverviewApplication
Job Type:
tastyworks, Inc.
Chicago, IL

Company Name: tastyworks

As a Customer Experience Director, you will serve as the voice of the customer throughout the organization, creating and socializing a compelling view of the future customer experience and its value to the organization.

What you'll do

  • Have a comprehensive understanding of the current end-to-end customer journey, including datapoints that highlight existing strengths and opportunity areas
  • Educate the organization on key insights and opportunities relating to the customer experience
  • Develop and implement strategy, goals, and objectives surrounding customer experience
  • Identify and develop innovative processes to improve the customer experience
  • Define metrics, and goals to support the strategy for a best-in-class customer experience
  • Deeply understand the market and use that knowledge to drive change
  • Work closely with our Product, Marketing and Technology teams to ensure the customer, and their feedback, is represented across the business and in key decision making forums
  • Lead projects, communicate key metrics and performance to stakeholders and leadership
  • Ensure adherence to legal and regulatory requirements
  • Responsible for facilitating the ownership of customer experience excellence throughout the company

Who you are

  • You're customer obsessed, constantly thinking about ways to improve the customer experience related to our platform, technology, and services
  • A team player who can work in a collaborative way across multiple functions to help deliver new product features and customer journeys
  • Strong analytical mindset that can develop quantitative and qualitative analysis to optimize user experience
  • Salesforce experience is beneficial
  • Ability to understand others’ cultures and acclimate. Ability to work across teams and geographies;
  • Ability to visualize results and present these to multiple stakeholders across the business
  • Ability to use data insights to drive/influence decision making and growth
  • Eager to understand broad, strategic and end-to end business processes
  • Retail trading experience is beneficial
  • Demonstrated ability to create a shared vision, inspire collaboration, and drive change with momentum
  • Experienced in navigating ambiguity and change with an entrepreneurial mindset
  • Track record of customer-centric decision-making
  • Proven track record of leading successful customer experience & digital transformation projects
  • Have an innovative and disruptive mindset, constantly looking forward

Team Perks

  • Hybrid or Fully remote work supported
  • Performance Bonuses
  • Subsidized Engineering Training Program
  • Stock Purchase Options
  • Tuition Reimbursement Program
  • Gym Membership Reimbursement
  • Commuter Benefits
  • Pet Insurance
  • Wellness & Mental Health Programs
  • Charitable Donation Matching
  • Fifteen days of vacation per year
  • Five sick days per year
  • Two Paid Volunteer Days Off
  • Daily catered lunch when in the office
  • Full kitchen with snacks and beverages
  • Dog-friendly office
  • In-building gym
  • CTA stop a block away, Shuttle to/from Metra
  • Office located in the West Loop - Chicago's growing center of tech, great cuisine, and high-end bars

Our Company

The tastytrade, Inc. family of companies empowers individual traders differently. Founded in 2011 as an online financial media network, tastylive is now affiliated with companies like a brokerage firm (tastyworks in 2017), a research lab (quiet foundation in 2018), and a magazine (luckbox in 2019). In 2021, London-based IG Group acquired tastytrade, Inc. and assigned it to lead business in North America. This combined team has years of experience like institutional brokers but also a passion for disrupting the entire trading industry.  
Our dream is simple: we want more people to find more success with a better trading experience. That’s why we’re investing heavily in the right people, technology, and media to make that happen in the US and across the globe.

Location: We have two great offices in the West Loop of Chicago and are currently hybrid meaning we’d love to see your face a few days a week!  

19 N Sangamon St. 
Chicago, IL 60607 

tastyworks | IG NA
1000 W Fulton Market #220
Chicago, IL 60607 

*Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they have every single qualification. Our team is dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly, we encourage you to apply anyways. You may be just the right candidate for this or other roles! 


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