Director | Customer Experience Strategy

Job DescriptionThe Director of Customer Experience Strategy & Transformation is a people leader responsible for defining and advancing the future state of how we interact with customers transactionally and digitally. This leader identifies and shapes a forward-looking, business-led CX strategy; benchmarks best-in-class capabilities; and converts insights into a prioritized transformation roadmap with clear business cases, funding alignment, and measurable outcomes.This role partners across business, operations, and IT to simplify customer interactions end-to-end, expand digital self-service, and improve customer experience outcomes.ResponsibilitiesKey Responsibilities CX Strategy, Vision, and Roadmap OwnershipDefine a clear CX vision, north-star objectives, and strategic priorities for transactional and digital customer engagement. Own the multi-year transformation roadmap and constantly align / re-align to funding, business, technology, and capability roadmaps into a single narrative for both internal and external stakeholders. Translate ambiguous CX problems into structured strategies and decision-ready recommendations for senior leadership. Benchmarking, Best-in-Class Discovery, and Thought LeadershipProactively seek external/internal best practices, benchmarking, and emerging trends/technologies to shape next-generation CX capabilities (digital, self-service, operating models).Identify transformation opportunities that improve customer experience while creating business value through efficiency, exceptional customer experiences, and incremental revenue capture. Stay current on CX and digital transformation approaches; promote experimentation and learning to remain competitive. Business Case Development, Funding Alignment, and Value RealizationBuild compelling business cases (benefits, costs, risks, dependencies) to secure leadership alignment and funding for CX transformation initiatives. Define KPIs and a value-realization framework that connects CX outcomes to operational performance, cost-to-serve, and business results. Establish insight loops: ensure learnings and performance data feed back into strategy and prioritization. Cross-Functional Alignment & Governance (Business + IT)Partner with executive leaders, functional leaders, and transformation experts to deliver an industry-leading customer experience. Partner with IT and business stakeholders to prioritize and align transformation work, ensuring right-and-fast delivery and measurable outcomes. Drive standardization and simplification of the customer experience end-to-end, focusing on ease, seamless interactions, proactive communication, and speed of response. Executive StorytellingDevelop executive-ready narratives that connect customer experience data to operational outcomes, cost, risk, and customer loyalty/retention. [ People Leadership & Operating Model DevelopmentLead and develop a team responsible for CX strategy, journey/experience design (as applicable), and/or transformation planning; build a high-performing, customer-obsessed culture. Establish scalable operating models and execution standards that enable consistent delivery across a matrix organization. Create strong cross-functional collaboration routines and accountability mechanisms to sustain change (governance, cadence, executive reporting). QualificationsMust Have (Qualifications)10+ years of experience in customer experience, digital transformation, strategy, operations, or related leadership roles; proven record delivering high-impact solutions in a corporate environment. Demonstrated ability to influence senior stakeholders and drive cross-functional alignment in a matrixed organization. Strong executive communication and storytelling skills; able to connect CX initiatives to measurable outcomes. Data-driven decision-making mindset; experience defining KPIs and using analytics to guide priorities and measure success. Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. person, which is defined as, a U.S. citizen, a U.S. permanent resident, or have protected status in the U.S. under asylum or refugee status.