Senior Director, Customer Experience Strategy

About the role

LivePerson is seeking a strategic, customer-focused Senior Director of Customer Experience (CX) Strategy to help the world's leading brands transform how they engage customers through AI-powered conversations.

Responsibilities

• Partner with C-level executives and senior business leaders to define enterprise-wide CX transformation strategies.
• Partner with the LivePerson Sales and Success organization on Brands long term strategy.
• Engage with LivePerson Product & Engineering teams to provide Brand requirements and be the interface for new product introductions testing and validation.
• Lead customer workshops to assess current capabilities using LivePerson's Conversational Growth Path (CGP) Maturity Model.
• Develop multi-year CX roadmaps that align AI investments with business objectives, customer outcomes, and operational KPIs.
• Serve as a trusted advisor on conversational AI, automation, agent experience, customer engagement, and digital transformation.
• Translate customer business priorities into strategic initiatives leveraging the LivePerson platform.
• Champion adoption of LivePerson's CGP framework across strategic accounts.
• Conduct maturity assessments and benchmark customers against industry best practices.
• Establish measurable milestones that guide customers through increasing levels of conversational AI maturity.
• Drive executive alignment around roadmap priorities and investment decisions.
• Provide Leadership For Two Strategic Organizations:
• Data Analytics
• Conversational Design
• Lead the Customer Strategy Center of Excellence.
• Present strategic recommendations to executive leadership, including CIOs, CMOs, Heads of Customer Experience, and Contact Center leaders.
• Influence executive decision-making through business cases supported by quantitative analysis.
• Collaborate closely with Sales, Customer Success, Product Management, Marketing, and Services to ensure customer success.
• Build repeatable methodologies, playbooks, and strategic frameworks that scale across the organization.

Qualifications

• 10+ years of experience in Customer Experience, Digital Strategy, Management Consulting, Customer Success, or Enterprise SaaS.
• Experience advising executive stakeholders on business transformation initiatives.
• Strong understanding of contact center operations, customer experience strategy, and conversational AI.
• Experience leading cross-functional teams including analytics and/or UX, conversation design, or consulting organizations.
• Executive presence with exceptional presentation and communication skills.
• Strong analytical skills with the ability to translate data into strategic recommendations.
• Experience building customer roadmaps and executive business cases.
• Ability to travel as needed to support strategic customer engagements.

Preferred Skills & Qualifications

• Experience with Conversational AI, Generative AI, or Agentic AI platforms.
• Experience in enterprise consulting firms (Accenture, Deloitte, McKinsey, Bain, BCG, etc.) or customer strategy organizations.
• Familiarity with CX platforms such as LivePerson, Salesforce, Genesys, NICE, Five9, Zendesk, or Adobe.
• MBA or equivalent business consulting experience.

Benefits & Perks

We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees.

• Health & Wellbeing: Medical, Dental, and Vision Insurance, Wellness Resources, Health & Mental Support, EAP plan.
• Financial Security & Growth: 401(k) Retirement Plan, HSA & FSA Plans, Employee Stock Purchase Program (ESPP).
• Time Away & Family Support: Flexible Paid Time Off (PTO), Paid Public Holidays, Parental Leave Policy.
• Workplace Flexibility: Remote-First Model, Dedicated WeWork space.

Why You’ll Love Working Here

LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success.

Accessibility Commitment

LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable accommodations to job applicants with disabilities.