Director, CX Strategy
New
Based in the United States; Fully remote working arrangement within the United States.Full-TimeDirector
SalaryAnnual base salary: $128,000–$152,000 USD, depending on experience, qualifications, skills, geographic location, and market considerations. Potential eligibility for additional compensation, including bonuses, commissions, equity, or other incentive programs, where applicable.
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Job Details
- Experience
- At least 12 years of professional experience in Customer Experience, Voice of Client (VoC), Voice of Customer (VoC), customer insights, strategy, operations, or a related discipline.
- Required Skills
- Project ManagementCross-functional Team Leadership
Requirements
- At least 12 years of professional experience in Customer Experience, Voice of Client, Voice of Customer, customer insights, strategy, operations, or a related discipline.
- Significant experience designing, building, or fundamentally transforming Voice of Customer programs, including developing program architecture.
- Strong understanding of omnichannel customer feedback strategies.
- Ability to integrate qualitative and quantitative data into a reliable insights framework.
- Experience assessing technology platforms, systems, data flows, reporting requirements, and operational processes to design scalable VoC solutions.
- Executive communication and presentation skills, including translating complex customer insights into recommendations and actionable plans.
- Ability to lead complex cross-functional initiatives independently, influence stakeholders, and drive organizational change without formal managerial authority.
- Strong operational mindset and ability to translate strategic plans into measurable outcomes.
- Advanced analytical and data-driven decision-making skills, including defining priorities, evaluating performance, and measuring impact.
- Judgment and adaptability when navigating ambiguous situations and making independent decisions.
- Organizational and project management skills, including managing multiple initiatives across teams.
- Experience with platforms such as Qualtrics, Medallia, Gainsight, Salesforce, Zendesk, Tableau, Power BI, or Looker is nice to have.
Responsibilities
- Design and establish a centralized Voice of Client program, including its strategy, architecture, operating model, governance framework, roadmap, and performance measures.
- Define and implement a client feedback strategy that collects and analyzes insights from multiple sources.
- Evaluate Voice of Customer platforms, CX analytics, text analytics, client intelligence, workflow, and reporting solutions.
- Lead tool and system selection and implementation planning with relevant stakeholders.
- Develop an insights framework that turns client feedback into decision-ready recommendations for cross-functional teams and executives.
- Establish governance, ownership models, dashboards, escalation procedures, and closed-loop feedback processes.
- Lead Client Experience optimization initiatives from problem identification and analysis through execution and follow-up.
- Partner with executives and cross-functional teams to prioritize improvements and align customer insights with business objectives.
- Set responsibilities, timelines, performance indicators, and follow-through mechanisms.
- Define success metrics and assess whether the VoC program produces measurable improvements in client satisfaction, retention, and business performance.
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