Customer Experience Director

About the RoleWe are seeking a seasoned CX Director to lead a high-impact, embedded customer experience (CX) program within a Fortune 500 company. In this role, you will act as a strategic advisor and hands-on program leader, responsible for shaping, executing, and scaling the client’s CX strategy while managing a multidisciplinary team and serving as the primary consulting partner to senior stakeholders. This role blends consulting leadership, program management, team leadership, and client relationship ownership, with a strong focus on turning customer insights into measurable business impact.Key Responsibilities:CX Program LeadershipOwn and lead the end-to-end CX program for a major clientDesign and evolve CX frameworks, measurement systems, and operating modelsTranslate customer insights into clear, actionable business recommendationsEnsure alignment between CX initiatives and broader business strategy and goalsDrive continuous improvement of CX metrics (NPS, CSAT, journey KPIs, etc.)Client Management & ConsultingServe as the senior embedded CX advisor to client leadership teamsBuild trusted relationships with executives across marketing, product, operations, and serviceLead workshops, presentations, and strategic sessions with stakeholdersInfluence decision-making through data-driven storytelling and insightsIdentify new opportunities to expand CX impact within the organizationTeam Leadership & ManagementManage and develop a team of CX analysts / consultants / researchersAllocate work streams, set priorities, and ensure high-quality deliveryMentor team members and support their professional growthFoster a high-performance, collaborative, and insight-driven cultureInsights, Analytics & ExecutionOversee customer research, survey programs, and journey analyticsEnsure rigorous data quality, methodology, and storytelling standardsPartner with data and analytics teams to derive advanced insightsTranslate complex datasets into executive-ready narratives and dashboardsProgram & Stakeholder ManagementManage multiple CX work streams and ensure timely delivery of outputsCoordinate across internal teams and client stakeholdersMaintain governance, reporting cadences, and program documentationIdentify risks, dependencies, and escalation paths proactivelyKey Requirements:8–12+ years of experience in Customer Experience, Management Consulting, or Customer Insights rolesProven experience leading CX programs for large, complex organizations Strong background in consulting or embedded client-facing rolesExperience managing teams and developing talentDeep understanding of CX methodologies, journey mapping, and customer researchStrong quantitative and analytical skills (Excel, BI tools, survey platforms; SQL/Python a plus)Excellent executive communication and storytelling skillsAbility to operate in a fast-paced, client-facing environment with multiple stakeholders