Director, Customer Experience; CX

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.

• 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

• 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

• 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

• 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

• Establish a unified view of customer feedback across all channels
• Translate insights into prioritized, measurable actions
• Identify systemic issues across regions and functions

• Lead CX governance across Product, Engineering, Operations, Support, Finance, Sales, and UX
• Drive accountability for customer outcomes
• Escalate systemic CX risks to executive leadership

• 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

• 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

• Enterprise mindset
• Data-driven and outcome-oriented
• Strong executive presence
• Ability to operate across ambiguity
• Focus on simplification, scalability, and customer impact