Senior Director of Customer Experience

Job Summary

A company is looking for a Senior Director of Customer Experience (CX).

Key Responsibilities

• Develop and execute a unified CX strategy and roadmap aligned with business goals
• Own and improve performance across core CX metrics, including CSAT and NPS
• Lead the integration of AI and automation tools to enhance customer experience

Required Qualifications

• 10+ years of experience in customer experience, preferably in DTC or subscription brands
• Proven success in leading CX organizations with measurable performance improvement
• Expertise in CX systems, analytics, and AI tools
• Strong understanding of CX KPIs and customer journey mapping
• Demonstrated leadership skills with the ability to influence at the executive level