Customer Experience Director Jobs (NOW HIRING)

Our associates celebrate lives. We celebrate our associates.

The Director, Customer Experience is responsible for implementing and optimizing customer experience strategies across platforms, products, and departments. This role supports the design and delivery of consistent, user-centric journeys by translating customer insights into actionable initiatives. The Director, Customer Experience partners closely with product, UX/UI, marketing, and digital development teams to improve usability, accessibility, and satisfaction throughout the digital customer lifecycle.

JOB RESPONSIBILITIES 

Customer Experience Strategy & Customer Journey:

• Build Personas & Conduct Customer Research: Develop detailed customer personas and conduct in-depth research to understand user behaviors, preferences, and pain points across diverse markets. Synthesize insights into actionable recommendations for cross-functional teams, ensuring that customer experiences are tailored to local and national markets.

• Future-State Customer Journey: Design and own the future-state customer journey. Accountable for ensuring that each digital product enables the customer journey. Build KPIs for customer engagement touchpoints to measure value delivered.

• Define, Measure, and Report CX KPIs: Establish and track CX-related KPIs, such as NPS, CSAT, and CES. Measure performance and report insights to senior leadership to enable data-driven decision-making.

• Manage User Interface Design: Oversee and manage design and build of wireframes, prototypes, and strategies that drive intuitive, inclusive user experiences. Ensure designs meet accessibility standards, conducting accessibility compliance reviews to ensure inclusivity.

• Oversee Usability Testing: Perform regular usability testing to refine product interactions and gather direct feedback for continuous improvement.

• Manage and Maintain Customer Experience Landscape: Manage and maintain digital products and platforms to deliver the customer journey and enhance customer experience

• Manage and Maintain Design Systems: Manage and maintain design systems (e.g. InVision, Adobe) to ensure consistency across digital products and platforms.

Collaboration & Cross-Functional Engagement:

• Collaborate with Digital Leaders: Collaborate with the Digital Leaders to develop and implement the CX strategy and future-state customer journey. Analyze customer touchpoints, identify pain points, and guide CX improvements that align with Digital strategy.

• Collaborate with Development Manager: Collaborate with Digital Development Managers to design, develop, and test CX features across digital products.

• Collaborate with Product and Cross-Functional Teams: Work closely with Product Managers and other leaders to align on CX feature development and ensure that customer insights are incorporated into product roadmaps and vision.

• Manage, Mentor and Coach CX and UI/UX designers: Manage and mentor a team of CX designers and UI/UX designers, providing strategic direction, fostering collaboration, and ensuring high-quality, customer-centric design execution across all touchpoints.

KEY GOALS AND OBJECTIVES

• Enhance Customer Experience and Increase Adoption: Deliver customer experiences that increase digital product adoption, drive higher customer satisfaction and improve NPS and relevant scores.

• Improve Customer Retention: Address customer journey pain points and design solutions that proactively meet customer needs (including local markets), increase satisfaction and reduce churn.

• Improve and Standardize User Interfaces: Improve and standardize user interfaces, experiences, and journeys across the customer engagement spectrum. Identify and develop customer experiences to support upsell, cross-sell, and new revenue generation opportunities.

• Enable Cross-Functional Teams to Act on Customer Insights: Ensure customer insights are actionable, clearly communicated, and integrated into the roadmap of product delivery.

• Adherence to Standards: Establish and drive adherence to visual and presentation standards/guidelines (e.g. usability, inclusivity, and brand consistency) across all channels.

MINIMUM REQUIREMENTS

Education

• A bachelor’s degree in customer experience, UX design, psychology, marketing, or a related field is required.

• Master’s degree preferred.

• Certifications in Design Thinking, Human-Centered Design, or UX (e.g., LUMA, Nielsen Norman Group) preferred.

Experience

• 5 years of relevant experience in digital CX, UX, or customer journey mapping.

• 1–2 years of experience leading small project teams or managing CX design efforts.

• Experience with customer research, CX metrics, and multichannel experience design preferred.

Knowledge, Skills and Abilities

• Familiarity with design systems, accessibility compliance, and CX measurement frameworks.

• Working knowledge of UX best practices, Agile workflows, and digital product development.

• Proficient in CX tools (Figma, InVision, Adobe Suite, analytics dashboards).

• Strong interpersonal and communication skills; ability to influence cross-functional teams.

• Customer-centric mindset with strong problem-solving skills.

WORK CONDITIONS

Work Environment

• Work indoors and or outdoors during all seasons and weather conditions

• Comply with the Corporate dress code policy

Work Postures

• Sitting continuously for many hours per day, up to 6 hours per day

• Climbing stairs to access buildings frequently

Physical Demands

• Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

• Working beyond “standard” hours as the need arises

• Travel up to 25%

Postal Code: 77019Category (Portal Searching): Marketing and AdvertisingJob Location: US-TX - Houston

Life’s not about a job, it’s about purpose.
Do you love sales? Are you passionate about serving your community? Do you want to make a difference with your work?
We’re looking for a sales professional to join our dynamic team! We put people first and value integrity and attention to detail in our work. We’ll change everything you ever thought about working in the funeral services industry. This isn’t your typical job—and we’re not your typical company!
Our Sales Professionals enjoy:
• Unlimited Income Potential - with a competitive commissioned incentive package
• Stability – a recession-resistant, human centered business
• Brand recognition – Our Dignity Memorial® is the North America’s largest provider of funeral, cremation and cemetery services.
• Company-Provided Leads - we use the world’s #1 lead-management system and other best-in-
class technology platforms
• Ongoing training
• Advancement opportunities
We think our CEO, Tom Ryan, says it best:
“At SCI, we believe we are Better Together. When each of us brings our best self to work, we can provide the Service Excellence our families deserve. This is why we provide you and your loved ones with benefits and resources to help you become your best.”
BETTER HEALTH:
Wellbeing is important to us, and to ensure our associates have access to the best care, we offer medical, prescription drug, mental health, dental and vision insurance plans for our associates to select from. Our wellness program offers benefit credits and includes a company contribution toward Health Reimbursement Accounts (HRA). Our Employee Assistance Program (EAP) offers immediate, confidential help to our associates and their dependents as well as eight free counseling sessions per incident.
BETTER WEALTH:
We are committed to providing the means and resources for our associates to manage their current and future financial needs. We offer a 401(k) plan with a competitive company match, financial education tools and flexible spending accounts for healthcare, dependent care and commuter expenses.
BETTER SELF:
We encourage associates to take time off through vacation, holiday, sick time, maternity leave and baby bonding (maternity & paternity) plans. Career development is an important focus, supported by tuition reimbursement, professional training and discounted university rates. Through the Sam Lucas Scholarship Foundation, we provide educational grants to associates, their spouses and children. What is important to our associates outside of work is important to us too. We offer additional benefits including adoption assistance and pet insurance, among many other insurance and benefit options.
BETTER COMMUNITY:
Our Associate Resource Communities (ARCs) are associate-led, self-directed groups of Company colleagues who share similar interests and backgrounds. ARCs offer opportunities to connect with colleagues, promote diversity, share ideas, enhance our business and help improve the communities in which we live and work. As part of our mission to promote excellence in funeral service, our mortuary science scholarship program awards over $96,000 annually to 25 deserving students. (Associates are eligible to participate.) In exchange for a contribution to a charity of their choice, our associates can earn an additional day off per year.
Compensation: $40,000 to $100,000 targeted compensation (with higher earnings potential based on exceptional performance)
Note: Eligibility requirements apply.
SCI is committed to an inclusive, barrier-free recruitment and selection process. On request, we will seek to provide appropriate accessibility options to all applicants with disabilities.
For any difficulties with the application process, please reach out to SCI.jobs@sci-us.com.