Senior Director, Customer Experience Strategy

Location: New York, NY – US based candidates only, no visa sponsorship available.

About the role

This role will lead operational priorities focused on execution quality, efficiency, safety, and measurable performance outcomes. You will collaborate with field leadership, support functions, and cross-functional stakeholders to improve accountability, service delivery, and operational consistency. The position offers the opportunity to influence operational scale, customer outcomes, and organizational performance within a technology-driven environment.

Responsibilities

• Partner with C-level executives to shape enterprise-wide CX transformation strategies
• Collaborate with Sales and Success teams to align long-term customer strategies
• Engage with Product & Engineering to relay brand requirements for new products
• Lead workshops to evaluate current customer capabilities using CGP
• Develop long-term CX roadmaps aligning AI investments with business goals
• Act as a trusted advisor on conversational AI and digital transformation
• Translate business priorities into strategic initiatives leveraging the company’s platform

Qualifications

• 10+ years in Customer Experience, Digital Strategy, Management Consulting, Customer Success, or Enterprise SaaS
• Experience advising executive stakeholders on transformation initiatives
• Strong understanding of contact center operations and conversational AI
• Proficiency in leading cross-functional teams, including analytics and conversation design
• Exceptional presentation and communication skills with executive presence
• Analytical mindset with ability to translate data into strategic insights
• Experience in crafting customer roadmaps and executive business cases

Benefits

• Comprehensive Medical, Dental, and Vision Insurance plans
• Access to wellbeing resources, including Employee Assistance Program (EAP)
• 401(k) retirement plan with a 4% employer match
• Employee Stock Purchase Program (ESPP) with discounts
• Flexible Paid Time Off (PTO) for better work-life balance
• Generous Parental Leave Policy with support for maternity/paternity and fertility services
• Fully remote work model with options for in-person collaboration at WeWork locations

Pay

$220,000 – $250,000 annually