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Director Customer Experience Strategy Jobs (NOW HIRING)

QXO

Director, Customer Experience

Atlanta, GA · On-site

Define and own QXO's Customer Experience strategy, operating principles, and service standards ... Define and support clear career pathways from KAM to Director to enterprise CX leadership

ONX, Inc.

Director, Customer Experience

Missoula, MT · On-site

Director, Customer Experience Missoula, Montana, United States About OnX We're a team of builders ... Develop and execute a CX strategy aligned with company priorities, investing in AI and automation ...

HHAeXchange

Director, Customer Experience

New York, NY · On-site

The Director of Customer Experience will own the strategy, architecture, and execution of a fully automated, AI-powered engagement model designed to drive product adoption at scale across our ...

Macy's

Director, Customer Experience

China Grove, NC · On-site

$98K - $164K/yr

Job Overview The Principal, Customer Experience, based in our China Grove Fulfillment Center serves as the primary liaison between luxury partners and the China Grove Customer Fulfillment Center.

MGIC

Director, Customer Experience Technology

Milwaukee, WI · On-site

$137K - $233K/yr

Serves as a strategic leader focused on Customer Experience, Technology and Project Management. The ... Manages a team of direct reports. Leads and develops employees into a highly effective team by ...

Global Career Website

OR

... with direct contribution to high-value client deliverables and utilization targets. Key ... Develop a point of view on modern digital customer experiences across commerce, CRM, and self ...

Convr

Director, Customer Strategy

Schaumburg, IL · Remote

Director, Customer Strategy About Convr:Convr is an AI underwriting, data, and intelligent document ... Positioned within the Customer Experience organization, this role is distinct from Activation and ...

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How much do director customer experience strategy jobs pay per year?

As of Aug 6, 2026, the average yearly pay for director customer experience strategy in the United States is $154,081.00, according to ZipRecruiter salary data. Most workers in this role earn between $142,500.00 and $171,500.00 per year, depending on experience, location, and employer.

What are common challenges faced by a director customer experience strategy, and how can candidates prepare for them?

One common challenge is aligning diverse departments around a unified customer experience vision, which requires strong stakeholder management and persuasive communication. Directors in this role often need to navigate shifting customer expectations and quickly adapt strategies based on real-time feedback and evolving market trends. Building buy-in for customer-focused initiatives and measuring the impact of improvements can also be demanding. Candidates can prepare by developing strong analytical skills, deep business acumen, and experience driving cross-functional projects, as well as staying current with best practices in customer experience management.

What does a director customer experience strategy do?

A Director of Customer Experience Strategy is responsible for developing and implementing strategies that enhance the overall customer journey and satisfaction. They analyze customer insights, align business goals with customer needs, and collaborate across teams to improve customer interactions. This role involves leveraging data, technology, and best practices to create seamless and engaging experiences. They also monitor key performance metrics to ensure continuous improvement and drive customer loyalty.

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

To excel as a Director Customer Experience Strategy, you need deep expertise in customer experience management, strategic planning, data analysis, and typically a bachelor's or master's degree in business, marketing, or a related field. Familiarity with CRM platforms, customer journey mapping software, and analytics tools such as Salesforce, Qualtrics, or Adobe Experience Manager is highly valuable, along with certifications like CCXP (Certified Customer Experience Professional). Exceptional leadership, cross-functional collaboration, and strong communication skills set you apart in driving alignment and motivating teams. These abilities are critical for successfully developing and implementing customer experience strategies that enhance satisfaction and loyalty in complex organizational environments.

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Director Customer Experience Strategy jobs near you
Infographic showing various Director 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 $154,081 per year, or $74.1 per hour.

Senior Director, Customer Experience Strategy

LivePerson

Remote

Other

Medical, Dental, Vision, Retirement, PTO

Posted 3 days ago

New

Job description

Senior Director, Customer Experience Strategy

LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.

Position Overview

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.

This role partners directly with executive stakeholders at enterprise brands to define and execute their long-term Customer Experience (CX) vision using LivePerson's Conversational Growth Path (CGP) Maturity Model. The Director will guide customers from foundational automation through advanced AI-driven customer engagement, creating measurable business outcomes across customer satisfaction, operational efficiency, and revenue growth.

In addition to customer strategy, this leader will own LivePerson's Data Analytics and Conversational Design organizations to deliver insight-driven recommendations and exceptional conversational experiences.

This is a highly visible leadership role that combines executive consulting, AI strategy, analytics, experience design, and organizational leadership.

Key Responsibilities & Impact Customer Experience Strategy
  • 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.
Conversational Growth Path (CGP)
  • Champion adoption of LivePerson's CGP framework across strategic accounts.
  • Conduct maturity assessments and benchmark customers against industry best practices.
  • Build executive presentations and business cases demonstrating ROI and value realization.
  • Establish measurable milestones that guide customers through increasing levels of conversational AI maturity.
  • Drive executive alignment around roadmap priorities and investment decisions.
Lead the Customer Strategy Center of Excellence

Provide leadership for two strategic organizations:

Data Analytics

  • Lead a team of analysts responsible for customer performance measurement and strategic insights.
  • Develop executive dashboards highlighting business outcomes, customer behavior, operational performance, and AI effectiveness.
  • Deliver data-driven recommendations that improve containment, conversion, customer satisfaction, and operational efficiency.
  • Partner with Customer Success and Product teams to identify optimization opportunities.

Conversational Design

  • Lead a team of Conversation Designers responsible for designing intuitive, engaging AI-powered customer journeys.
  • Establish design standards and best practices for conversational experiences.
  • Ensure conversation design aligns with customer business goals, brand voice, and user experience principles.
  • Drive continuous optimization through experimentation, analytics, and customer feedback.
Executive Leadership
  • 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.

Success in this role will be measured by:

  • Customer adoption of the Conversational Growth Path framework
  • Executive customer satisfaction and strategic engagement
  • Achievement of customer business outcomes and ROI
  • Expansion of AI capabilities across customer environments
  • Improvements in customer KPIs including:
    • CSAT
    • Containment
    • Automation Rate
    • Conversion
    • Revenue Influence
    • Agent Productivity
  • Growth and effectiveness of the Analytics and Conversational Design COEs
Required Skills & 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.

The salary range for this role will be between $220,000 - $250,000 USD. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications.

Our 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: Comprehensive plans to support your health needs.

Wellness Resources: Access to wellbeing resources and programs including our EAP plan. Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling.

Financial Security & Growth
  • 401(k) Retirement Plan: To help you plan for your financial future by offering both the plan and a 4% employer match (100% match on the first 3% contribution and 50% match on the next 2% contribution)

HSA & FSA Plans: To help you plan for health related expenses on a pre-tax basis

  • Employee Stock Purchase Program (ESPP): Participate and receive a discount on company shares, allowing you to directly share in LivePerson's success and growth.
  • Additional Insurances: Basic and supplemental life insurance, Accidental Death & Dismemberment (AD&D) insurance, long-term and short-term disability insurance coverage, legal plan, identity theft protection plan, and critical illness supplemental insurance.
  • Development: Access to internal professional development resources.
Time Away & Family Support
  • Flexible Paid Time Off (PTO): Discretionary PTO package for flexible days off with manager approval.
  • Paid Public Holidays.
  • Generous Parental Leave Policy: Including maternity/paternity support and fertility services.
Workplace Flexibility
  • Remote-First Model: This role is fully remote ( #LI-Remote ), offering excellent work-life balance and flexibility. We also maintain dedicated WeWork space for those who wish to meet colleagues or collaborate in person.
Why You'll Love Working Here

As leaders in enterprise customer conversations, we celebrate diversity, empowering our

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