Senior Director, Customer Experience | Growth & Transformation

About the role

Lead Customer Experience (CX) within strategic client partnerships and help build the next generation of experience talent at RV Growth & Transformation. We are looking for a full-stack experience leader with both breadth and depth—someone who leads through both direction and direct contribution. You have operated end-to-end across experience strategy, customer research and insights, UX/UI, prototyping, delivery, measurement, and iteration. You are proficient across the full lifecycle, with deep expertise and craft in several areas, and have the judgment to know when to go deep yourself and when specialized expertise will make the work stronger. You are also fluent in AI/ML, personalization, and agentic customer experiences, understanding how these capabilities can reshape customer journeys and turning them into real, deployed experiences.

Location: South Charlotte, NC or New York, NY. Client travel required.

Responsibilities

• Own experience strategy and execution across high-value customer journeys, connecting customer needs, business objectives, and measurable outcomes.
• Build trusted relationships with senior client partners across Design, CX, and Marketing.
• Work across disciplines to identify opportunities, make tradeoffs, and move ideas from strategy into market.
• Bring together customer insight, business context, data, and technology to identify where experience can drive greater impact.
• Personally contribute across the experience lifecycle: strategy, insights, UX/UI, prototype, ship, measure, iterate.
• Lead and develop multidisciplinary design teams while staying actively involved in the highest-value customer and product problems.
• Coach designers to become more full-stack, expanding their ability to connect customer insight, product thinking, craft, technology, data, and business outcomes.
• Maintain a high bar for experience quality while creating the conditions for teams to move quickly and own outcomes.
• Know when to step directly into the work, when to create space for others to lead, and when to bring in specialized expertise.
• Shape and deploy AI-powered, personalized, conversational, and agentic experiences across customer journeys.
• Partner with Product, Engineering, and Data to move AI experiences from opportunity and concept through prototype and into production.
• Help teams adopt AI-native approaches to research, design, prototyping, experimentation, and delivery.
• Apply strong judgment around trust, transparency, customer control, quality, and the evolving relationship between people and intelligent systems.
• Establish clear hypotheses and success measures for experience initiatives.
• Use customer feedback, behavioral data, experimentation, and business metrics to understand what's working and determine next steps.
• Build strong feedback loops between what we learn, what we design, what we ship, and how the experience evolves.
• Bring learnings back into RVGT, helping turn successful approaches into reusable methods, tools, and ways of working across partnerships.

Requirements

• 10+ years of experience in product design, customer experience, experience strategy, digital product, or related disciplines, including meaningful experience leading teams and complex digital experiences.
• Full-stack design leadership: You have personally operated across the end-to-end experience lifecycle and can contribute meaningfully from strategy through execution and optimization, with demonstrated depth and craft in several areas.
• AI/ML and agentic CX expertise: You have meaningful hands-on experience translating AI, personalization, conversational, or agentic capabilities into real customer experiences.
• Leadership through the work: You can lead and develop strong teams while remaining close enough to the work to raise its quality, solve difficult problems, and accelerate execution.
• Client leadership: You can build trusted relationships with senior stakeholders, navigate ambiguity and competing priorities, and influence cross-functional decisions.
• Product and business judgment: You understand how customer experience, technology, and business performance connect and can translate experience decisions into measurable outcomes.
• Talent development: You have a track record of developing strong designers and helping people expand their capabilities beyond traditional discipline boundaries.

Benefits

• Health Insurance Coverage (medical, dental, and vision)
• Life Insurance
• Short and Long-Term Disability Insurance
• Flexible Spending Accounts
• Holiday Pay
• 401(k) with match
• Employee Assistance Program
• Paid Parental Bonding Benefit Program
• Flexible Paid Time Off (PTO): 20 days annually, increasing to 25 days after five years of service

Pay

Total Cash Compensation Range: $175,000–$225,000 per year (South Charlotte, NC) or $218,000–$281,000 per year (New York, NY). This role is eligible for a target bonus (included in the range) and equity (offered separately). Actual compensation varies based on location, experience, and qualifications.