Director of Customer Experience

Job Summary

A company is looking for a Director, Customer Experience to lead the organization responsible for enhancing the customer lifecycle experience.

Key Responsibilities

• Lead Journey Managers to design and improve customer experiences across all lifecycle stages
• Oversee CX metrics, governance, and continuous improvement programs to enhance customer satisfaction
• Develop and implement CX training and ensure alignment with product and operational strategies

Required Qualifications

• 12+ years in Customer Experience, Product Management, or Service Design roles
• At least 5 years of experience leading multi-disciplinary CX or operations teams
• Proven experience with VOC, NPS, or customer insight programs
• Strong understanding of journey mapping and continuous improvement methodologies
• Ability to influence at the executive level and drive measurable outcomes