Director, CX
Overview
The Director, Customer Experience (CX) leads the development of customer-centered strategies that connect insights to meaningful business outcomes. This role provides functional leadership for Insights and Strategy across assigned accounts, ensuring every engagement is grounded in a deep understanding of customer needs, market dynamics, and client objectives. The Director partners closely with cross-functional teams to develop integrated strategies, mentor talent, and deliver high-quality work that drives measurable impact for clients.
Responsibilities
Lead the development of customer insights and strategic recommendations that inform integrated marketing and media plans.
Translate qualitative and quantitative research into clear, actionable business and customer strategies.
Evaluate strategic work to ensure recommendations are insight-driven, customer-focused, and aligned with client objectives.
Stay current on industry trends, evolving customer behaviors, and emerging technologies to strengthen strategic recommendations.
Qualifications
8+ years of experience in customer experience, strategy, insights, media, or integrated marketing.
Pharmaceutical agency experience preferred; Consumer Health or CPG experience a plus.
Proven ability to lead cross-functional teams and manage multiple priorities.
Strong analytical thinking, problem-solving, and strategic planning skills.
Excellent communication, presentation, facilitation, and storytelling abilities.
Experience mentoring and developing team members.
Additional Information
Our Publicis Groupe motto “Viva La Différence” means we’re better together, and we believe that our differences make us stronger. It means we honor and celebrate all identities, across all facets of intersectionality, and it underpins all that we do as an organization. We are focused on fostering belonging and creating equitable & inclusive experiences for all talent. Publicis Groupe provides robust and inclusive benefit programs and policies to support the evolving and diverse needs of our talent and enable every person to grow and thrive. Our benefits package includes medical coverage, dental, vision, disability, 401K, as well as parental and family care leave, family forming assistance, tuition reimbursement, and flexible time off.