Director of Client Experience Strategy

Job Summary

To build a centralized Voice of Client program, the full-time remote Director of Client Experience Strategy will design the program architecture, define client signal strategies, evaluate tools, and ensure insights lead to actionable improvements across the organization.

Key responsibilities

• Build and implement ABC's centralized Voice of Client program, including strategy, governance, and success measures
• Define and analyze client feedback mechanisms across multiple sources to create actionable insights
• Evaluate and recommend tools and systems for scalable VoC architecture while partnering with senior leaders on cross-functional initiatives

Required qualifications

• 12+ years of experience in Client Experience, Voice of Client, or related fields, with a focus on building VoC programs
• Proven ability to design VoC program architecture and connect qualitative and quantitative client feedback
• Strong executive communication skills to translate complex client signals into clear recommendations
• Experience leading cross-functional initiatives with minimal oversight and without formal authority
• Operational mindset with a high accountability and decision-making capability in ambiguous situations