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Customer Experience Strategy Jobs (NOW HIRING)

GitLab

Director, Customer Experience Strategy

An overview of this role As the Director, Customer Experience (CX) Strategy at GitLab, you will lead the team responsible for shaping the strategic direction of our post-sales organization and ...

Global Career Website

OR

Develop a point of view on modern digital customer experiences across commerce, CRM, and self ... Experience acting as the primary Experience Strategy or CX lead on large-scale digital ...

Global Career Website

Experience Strategy Lead

Develop a point of view on modern digital customer experiences across commerce, CRM, and self ... Experience acting as the primary Experience Strategy or CX lead on large-scale digital ...

MAP

Experience Strategy Manager

Austin, TX

Are you a strategic thinker passionate about creating world-class customer experiences within the ... As an Experience Strategy Manager, you will be the strategic anchor for specific clients or major ...

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Customer Experience Strategy information

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$115.5K

$140.2K

$162K

How much do customer experience strategy jobs pay per year?

As of Aug 6, 2026, the average yearly pay for customer experience strategy in the United States is $140,249.00, according to ZipRecruiter salary data. Most workers in this role earn between $127,500.00 and $152,500.00 per year, depending on experience, location, and employer.

What is the difference between Customer Experience Strategy vs Customer Experience Manager?

AspectCustomer Experience StrategyCustomer Experience Manager
Primary FocusDeveloping overall customer experience plans and long-term strategiesImplementing and managing day-to-day customer experience initiatives
ResponsibilitiesDesigning customer journey frameworks, setting strategic goalsOverseeing customer interactions, managing teams, ensuring service quality
Required SkillsStrategic thinking, data analysis, cross-department collaborationCustomer service skills, team management, communication
Work EnvironmentCorporate planning, cross-functional teamsCustomer service centers, retail stores, client-facing roles

While Customer Experience Strategy focuses on creating comprehensive plans to enhance overall customer satisfaction, the Customer Experience Manager executes these plans through daily operations and team management. Both roles are essential for delivering a seamless customer journey but differ in scope and responsibilities.

What are the key skills and qualifications needed to thrive in customer experience strategy, and why are they important?

To thrive in Customer Experience Strategy, you need expertise in customer journey mapping, data analysis, and strategic planning, often supported by a background in business, marketing, or a related field. Familiarity with CRM systems, customer feedback platforms, and analytics tools like Salesforce or Qualtrics is typically required. Strong communication, problem-solving, and stakeholder management skills help professionals drive cross-functional initiatives and foster a customer-centric culture. These skills are essential to effectively design and implement strategies that enhance customer satisfaction, loyalty, and business growth.

What are some common challenges faced by professionals in customer experience strategy roles, and how can they be addressed?

Professionals in Customer Experience Strategy often face challenges such as aligning cross-functional teams around customer-centric initiatives and demonstrating the ROI of customer experience improvements. Navigating organizational silos and integrating feedback from multiple channels can also be demanding. Building strong relationships with stakeholders from marketing, sales, product, and support teams, as well as leveraging data-driven insights, are key strategies to overcome these challenges. Consistent communication and clear metrics help ensure alignment and showcase the value of customer experience efforts.

What is customer experience strategy?

Customer Experience Strategy is a comprehensive plan that organizations use to enhance every interaction a customer has with their brand. It involves understanding customer needs, mapping their journey, and designing processes to ensure positive experiences at every touchpoint. This strategy often includes adopting new technologies, training staff, and measuring satisfaction to continually improve. The ultimate goal is to increase customer loyalty, satisfaction, and advocacy.
More about Customer Experience Strategy jobs
What cities are hiring for Customer Experience Strategy jobs? Cities with the most Customer Experience Strategy job openings:
What are the most commonly searched types of Customer Experience Strategy jobs? The most popular types of Customer Experience Strategy jobs are:
What states have the most Customer Experience Strategy jobs? States with the most job openings for Customer Experience Strategy jobs include:
Customer Experience Strategy jobs near you
Infographic showing various Customer Experience Strategy job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 76% Full Time, 19% Part Time, and 4% Contract. Highlights an 93% Physical, 1% Hybrid, and 6% Remote job distribution, with an average salary of $140,249 per year, or $67.4 per hour.

Director of Customer Experience Strategy

Athens Services

Irwindale, CA

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 28 days ago

Athens Services rating

8.5

Company rating: 8.5 out of 10

Based on 13 frontline employees who took The Breakroom Quiz

8th of 89 rated recycling and waste

Job description

Summary

Athens Services is seeking a strategic and customer-focused leader to shape and advance the company's customer experience vision as we continue to grow and evolve.
The Director of Customer Experience Strategy will be responsible for understanding, measuring, and improving the end-to-end customer experience across all customer touchpoints. This role will serve as the organization's champion for the Voice of the Customer (VoC), ensuring customer insights, feedback, behaviors, and expectations are translated into meaningful improvements that strengthen customer loyalty, enhance brand perception, and improve overall service delivery.
This leader will develop customer experience strategies, oversee customer journey initiatives, establish customer feedback programs, and identify opportunities to elevate the Athens brand experience. The successful candidate will combine deep customer experience expertise with strong analytical capabilities and a passion for understanding what drives customer satisfaction, trust, and long-term engagement.
The ideal candidate will have experience leading customer experience, patient experience, guest experience, member experience, or consumer experience initiatives within highly customer-centric organizations.

Job Description

Key Responsibilities

Voice of the Customer (VoC)

  • Develop and lead the organization's Voice of the Customer strategy.
  • Establish processes to gather, analyze, and act upon customer feedback across multiple channels.
  • Monitor customer sentiment, satisfaction, and engagement trends.
  • Translate customer insights into actionable recommendations that improve customer outcomes.
  • Serve as the organization's advocate for customer needs and expectations.

Customer Experience Strategy

  • Develop and execute enterprise-wide customer experience strategies aligned with company objectives.
  • Define and maintain customer experience standards across all customer touchpoints.
  • Identify opportunities to strengthen customer loyalty, retention, and satisfaction.
  • Create customer-centric frameworks that support long-term business growth.

Customer Journey & Service Design

  • Lead customer journey mapping initiatives to understand customer interactions across the entire lifecycle.
  • Identify friction points and opportunities to simplify and improve the customer experience.
  • Design and implement service improvements that create more seamless and positive customer interactions.
  • Ensure consistency between customer expectations and service delivery.

Brand Experience & Customer Engagement

  • Partner with leadership to ensure customer interactions reflect Athens Services' brand values and service commitments.
  • Evaluate the effectiveness of customer communications, service processes, and engagement strategies.
  • Recommend initiatives that strengthen trust, loyalty, and customer advocacy.
  • Drive programs that enhance the overall perception of the Athens customer experience.

Customer Analytics & Insights

  • Develop customer experience KPIs, dashboards, and reporting frameworks.
  • Analyze customer feedback, survey data, operational performance, and customer behavior trends.
  • Utilize data and predictive insights to identify emerging risks and opportunities.
  • Present customer experience findings and recommendations to executive leadership.

Organizational Leadership

  • Serve as a thought leader and subject matter expert on customer experience best practices.
  • Support customer experience initiatives across the organization through coaching, education, and strategic guidance.
  • Foster a culture that prioritizes customer-centric decision making.
  • Lead customer experience projects from concept through implementation.

Required Qualifications

  • 10+ years of progressive leadership experience in Customer Experience, Patient Experience, Guest Experience, Consumer Experience, Member Experience, Brand Experience, or related disciplines.
  • Demonstrated success developing and implementing customer experience strategies that improved customer satisfaction, loyalty, and engagement.
  • Strong experience leading Voice of the Customer (VoC) programs and customer feedback initiatives.
  • Experience with customer persona development, customer journey mapping, service design, and customer insights programs.
  • Strong analytical and problem-solving skills with the ability to translate data into actionable business recommendations.
  • Excellent communication, presentation, and stakeholder management skills.
  • Proven ability to influence organizational change through customer-centric strategies.

Preferred Qualifications

  • Bachelor's degree in Business, Marketing, Communications, Hospitality, Healthcare Administration, Psychology, or a related field.
  • Master's degree preferred.
  • Experience within healthcare, retail, hospitality, consumer services, telecommunications, utilities, transportation, or other customer-centric industries.
  • Experience with customer experience measurement platforms, survey tools, CRM systems, and customer analytics technologies.
  • Familiarity with customer loyalty programs, Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and related customer experience methodologies.

Salary: $160,000 - $200,000

Benefits:
  • Competitive wages
  • Comprehensive benefit package Medical, Dental, Vision
  • 401K
  • Life Insurance
  • Paid Vacation and Sick Time
  • Career plan
  • Recognition programs
  • Professional development learning
  • An exceptional work environment

Athens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran

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