Director, Sales Customer Journey Strategy

Position Summary

The Director, Sales Customer Journey Strategy leads the development of customer journey strategy across the end-to-end sales experience. This role is accountable for defining strategic priorities, directing work that identifies the highest-value customer and business problems, and guiding where the organization should focus to improve experiences across research, shopping, purchase, financing, trade in, early ownership, and repurchase.

Responsibilities

• Lead the development of customer journey strategy for the end-to-end sales experience, spanning research, shopping, purchase, financing, trade in, early ownership, and repurchase.
• Define the strategic vision, priorities, and opportunity areas for sales journey improvement, ensuring the work is grounded in customer need, business value, and enterprise priorities.
• Lead, coach, and develop a team responsible for sales journey strategy, providing direction on priorities, work quality, stakeholder engagement, and professional growth.
• Establish clear ways of working, decision frameworks, and repeatable practices that enable the team to consistently translate customer understanding into strategic recommendations and experience priorities.
• Oversee a disciplined approach to collecting, synthesizing, and maintaining customer insight across research, journey analytics, behavioral data, voice of customer, and operational signals.
• Direct the analysis of customer behavior, journey performance, and experience friction to identify meaningful opportunities to improve the sales experience and related customer and business outcomes.
• Lead competitive benchmarking and cross-industry analysis to identify gaps, emerging patterns, and proven approaches that can inform sales journey strategy.
• Translate customer, market, operational, and business insight into clear problem statements, strategic priorities, and recommendations for action.
• Develop and maintain multi-year sales journey roadmaps that sequence major initiatives and capabilities based on expected customer experience impact, business value, and organizational readiness.
• Serve as a senior strategic partner to leaders across Product Management, Technology, Marketing, Operations, Finance, and other functions to align sales priorities, influence decisions, and drive shared understanding of customer needs and opportunity areas.
• Lead the development of business cases and investment proposals that define scope, expected impact, financial assumptions, capability requirements, dependencies, and measurable outcomes.
• Define success measures for sales journey strategies and strategic initiatives, and evaluate performance to inform acceleration, adjustment, or deprecation.
• Communicate strategy, insights, tradeoffs, and recommendations through clear narratives and decision-ready materials for senior leadership and cross-functional partners.
• Champion modern journey strategy and experience planning practices, including customer-centered problem framing, design thinking, experimentation, and outcome-based prioritization.

Qualifications

• 10+ years of experience in customer experience strategy, customer journey strategy, digital strategy, product strategy, transformation, or a related field within complex, cross-functional organizations.
• Demonstrated experience leading enterprise-level or business-unit customer journey strategy across a broad lifecycle or experience domain, rather than individual features, channels, or platforms.
• Prior people leadership experience, including managing, coaching, and developing strategy, customer experience, product, analytics, or similarly oriented professionals.
• Strong track record of setting strategic direction, establishing priorities, and guiding teams through ambiguous, high-impact work that requires coordination across multiple functions and stakeholders.
• Proven ability to collect, synthesize, and apply customer insight from research, analytics, voice of customer, operational signals, and market data to inform strategic decisions.
• Experience influencing senior leaders and aligning cross-functional partners around complex customer experience opportunities, tradeoffs, and investment decisions.
• Experience conducting competitive benchmarking and drawing relevant lessons from adjacent or non-traditional industries.
• Proven ability to frame ambiguous problems, make strategic tradeoffs, and guide investment decisions based on evidence and measurable outcomes.
• Experience building business cases, modeling expected impact, and connecting strategic initiatives to measurable financial outcomes, growth, efficiency, and long-term customer value.
• Experience partnering with Product Management, Technology, Marketing, Operations, Finance, and other enterprise functions to align strategy and execution in matrixed environments.
• Familiarity with AI-enabled capabilities, including generative and agentic models, and the ability to evaluate how emerging technologies may create meaningful customer and business value.
• Comfort operating at both executive and working levels, translating complex analysis into clear narratives, strategic recommendations, and decision-ready materials.