Director, Customer Experience

About the role

For our client, we are seeking a Director, Customer Experience to join the team of a leader in the Media space. This leader will shape the end-to-end customer journey, turning customer signals into actionable improvements that strengthen retention and satisfaction. The role will partner closely with Sales, onboarding, and other cross-functional teams to remove friction, improve handoffs, and elevate the overall customer experience across the business. You will also lead a high-impact team, define measurement and reporting, and build a scalable Voice of Customer program that informs better decisions.

Location: Remote - US based candidates only, no visa sponsorship available

Responsibilities

• Build and lead the Customer Experience function
• Own the end-to-end customer journey and identify friction points
• Turn customer signals into actionable insights
• Strengthen the Voice of Customer program
• Establish measurement and reporting for CX
• Improve customer handoffs between Sales and onboarding
• Partner with cross-functional teams to drive improvements
• Lead and develop a high-impact team

Qualifications

• 8+ years of experience in Customer Experience or related fields
• Proven ability to develop and manage CX programs
• Experience in SaaS or subscription environments
• Strong quantitative and analytical skills
• Track record of translating insights into business improvements

Benefits

• Hybrid work model allowing both remote and in-office collaboration
• Paid leave and health benefits
• Opportunities for professional development and training

Pay

$137,280 – $171,600 annually