Director, Customer Experience Solutions

Overview

The Director of CX Solutions is responsible for designing and delivering strategic, scalable customer experience (CX) solutions that align with business objectives, improve customer satisfaction, and drive operational efficiency. This role serves as a cross-functional leader who understands business processes, emerging technologies, and the voice of the customer to architect CX solutions that can scale across the organization.

• Lead the design and delivery of end-to-end customer experience (CX) solutions aligned with journey mapping, brand strategy, and business objectives.
• Collaborate with cross-functional stakeholders (Marketing, Product, Technology, Operations, Customer Service) to assess current processes and identify opportunities for improvement.
• Translate customer insights and feedback into actionable strategies, solution designs, and measurable improvements.
• Analyze and optimize customer interaction processes, addressing inefficiencies and standardizing workflows for consistency and scalability.
• Evaluate, recommend, and implement scalable CX technologies (CRM, contact center platforms, automation tools, feedback systems) in partnership with IT and vendors.
• Stay current on CX technology trends and emerging solutions, assessing their applicability to enhance customer and business outcomes.
• Gather, document, and prioritize business and functional requirements, facilitating solution workshops to align technical capabilities with business needs.
• Lead change management initiatives to ensure adoption of new processes and technologies across departments.
• Oversee execution of multiple CX initiatives, managing timelines, dependencies, budgets, and resource allocation to deliver measurable impact.
• Define KPIs, track performance, and iterate solutions based on data insights, customer feedback, and evolving business needs.

• Education:
  
  Bachelor’s degree in Business, Information Systems, Customer Experience, or related field (Master’s preferred) or equivalent years of experience. Equivalent years of experience are defined as one year of applicable professional experience for each year of college requested.
• Experience:
  
  10+ years of experience in customer experience, digital transformation, or enterprise solution design.
• Strong understanding of CX best practices, customer journey mapping, and experience measurement (e.g., NPS, CSAT, CES).
• Proven ability to lead cross-functional teams and influence at all levels of the organization.
• Experience with project management methodologies (Agile, Scrum; PMP certification a plus).
• Familiarity with CX technologies (e.g., Salesforce, Zendesk, Medallia, Qualtrics, Genesys).
• Exceptional communication, stakeholder management, and analytical skills.

• Strategic Leadership – Builds long-term CX strategies aligned to customer journey and business goals; drives innovation and uses data-driven insights to prioritize improvements.
• Operational Excellence – Optimizes processes, reduces friction, and leverages CX technologies (CRM, IVR, chatbots, automation) to deliver seamless solutions across functions.
• People Leadership – Practices servant leadership, enables change management, and influences stakeholders without direct authority to drive adoption of CX initiatives.
• Customer Advocacy – Champions the voice of the customer, applies empathy and emotional intelligence, and develops scalable solutions to address customer pain points.
• Communication & Collaboration – Demonstrates executive presence, crafts compelling stories from CX insights, and fosters cross-functional collaboration to align business units.