The Director of Customer Experience (CX) is responsible for defining and driving the end-to-end customer experience strategy across the enterprise, spanning all customer interactions - digital, operational, voice, and human. This role ensures that as the company evolves toward more AI-enabled and automated capabilities, customer experience is intentionally designed, consistent, and aligned to customer and business outcomes. The Director does not lead AI transformation directly, but plays a critical role in shaping how AI, automation, and digital capabilities are applied to improve customer journeys, reduce friction, and enable scalable, modern experiences, particularly for SMB and high-volume segments.
Your role:
Enterprise CX Strategy & AI Enablement
- Define and own the enterprise CX vision and operating model across all customer interactions
- Ensure customer experience is embedded into AI, automation, and digital initiatives
- Partner with Product, Engineering, and AI teams to align capabilities to real customer needs
- Ensure automation enhances, not degrades, customer experience
Customer Lifecycle & Journey Ownership
- Own end-to-end customer journeys (pre-sales through post-sales)
- Identify and eliminate friction across systems, channels, and teams
- Ensure consistency across digital, voice, and operational interactions
CX Modernization (SMB Focus)
- Drive modern CX strategy for SMB and Micro SMB segments
- Increase adoption of self-service and AI-assisted interactions
- Balance automation with high-value human engagement
CX KPI Ownership & Business Impact
- Define and govern CX KPIs (CSAT, CES, NPS, NRR, churn, cost-to-serve)
- Track experience-oriented automation metrics (self-service adoption, containment, effort)
- Ensure AI initiatives are measured against customer outcomes
Voice of Customer & Insights
- Establish a unified view of customer feedback across all channels
- Translate insights into prioritized, measurable actions
- Identify systemic issues across regions and functions
Cross-Functional Leadership & Accountability
- Lead CX governance across Product, Engineering, Operations, Support, Finance, Sales, and UX
- Drive accountability for customer outcomes
- Escalate systemic CX risks to executive leadership
CX + UX Partnership
- Partner with UX Design & Research to align journey-level needs with interaction design
- Ensure CX insights translate into enterprise-wide improvements
- Maintain consistency across customer interactions and product experience
- Improvement in CSAT, CES, and journey KPIs
- Increased self-service adoption and effective automation
- Reduction in repeat contacts and escalations
- Measurable impact on NRR, churn, and cost-to-serve
- CX embedded as a core enterprise capability
What you bring to the role:
- Bachelor’s degree in business, technology, or a related field (MBA preferred)
- 10 + years of progressive leadership in Customer Experience, Operations, Product, or Platform environments
- Experience in organizations undergoing AI-enabled or digital CX transformation
- Proven ability to embed CX into automation and technology initiatives
- Strong understanding of lifecycle, multi-channel CX, and KPI-driven models
- Ability to balance automation with customer trust and experience quality
Leadership Characteristics
- Enterprise mindset
- Data-driven and outcome-oriented
- Strong executive presence
- Ability to operate across ambiguity
- Focus on simplification, scalability, and customer impact