Director of Consumer Experience

Job Summary

Managing the NeXT Studio operating model, the full-time remote Director of Consumer Experience will define and oversee the experiment portfolio and customer experience intelligence model, ensuring alignment across various teams to enhance customer insights and experience improvements.

Key responsibilities

• Own the NeXT Studio operating model, including experiment intake, prioritization, and cross-functional operating rhythms
• Manage the experiment portfolio in collaboration with executive leaders and various departments to focus on strategic business priorities
• Improve CX Intelligence models to create an integrated system for understanding customer needs and operational pain points

Required qualifications

• 10+ years of experience in customer experience, operations, research, or related fields
• Demonstrated experience building operating models and managing innovation programs in fast-changing environments
• Strong qualitative and quantitative research fluency with a focus on executive storytelling
• Experience managing complex cross-functional initiatives across various departments
• Ability to translate ambiguous business questions into clear learning agendas and decision-ready recommendations