Customer Experience Strategy Lead

Job Summary

As a critical member of the Customer Experience Strategy team, the full-time remote Customer Experience Strategy Lead will design and manage AI-powered customer listening programs, oversee a unified customer intelligence platform, and drive systemic improvements across the customer journey.

Key responsibilities

• Operate a world-class AI-powered customer listening infrastructure, managing Voice of Customer programs and survey execution
• Own the unified customer intelligence platform, consolidating various customer feedback channels into a single source of truth
• Derive AI-powered insights and activate data-driven storytelling to influence executive decision-making and drive customer experience improvements

Required qualifications

• 8+ years of experience in Customer Experience, Customer Insights, or Market Research within a B2B SaaS or enterprise technology environment
• Hands-on experience with AI tools applied to customer understanding, including automated theme extraction and AI-augmented VoC programs
• Proven track record of designing and managing global Voice of Customer programs, including NPS and CSAT surveys
• Experience with CX or feedback technology platforms, such as Qualtrics, including vendor management and integration oversight
• Strong analytical skills with the ability to interpret complex data and construct compelling narratives for organizational action