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Director Customer Experience Strategy Jobs (NOW HIRING)

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$106K/yr

... Journey Strategy Director within the Marketing organization, the After-Sales Customer Journey Strategist works closely with cross functional partners in marketing, UX, analytics, product, and ...

Omnicom Health

SVP Experience Strategy

Summit, NJ · On-site

Overview The SVP, Experience Strategist is a senior leader for key accounts and oversees a group of experience strategists, shaping modern customer-centric approaches that drive measurable impact.

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$207.5K

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

As of Jun 17, 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 of 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.

More about Director Customer Experience Strategy jobs
What cities are hiring for Director Customer Experience Strategy jobs? Cities with the most Director 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:
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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 June 2026, with employment types broken down into 50% Full Time, 7% Part Time, and 43% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $154,081 per year, or $74.1 per hour.

Director, CX

Publicis Groupe Holdings B.V

Philadelphia, PA • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 11 days ago

Job description

Company Description

PHM is the leading health media agency in the US, built for the modern healthcare experience. Here, industry depth meets media scale, where data becomes direction, where creativity and storytelling bring truth to life, and where orchestration replaces fragmentation.

Dedicated to making brands discovered, PHM redefines what media can do through data, content, and creativity. Because in modern healthcare, the brands that are found are the ones that lead. And when brands lead, advantage follows. Go deeper. Be found.

Overview

The Director, Customer Experience (CX) is the strategic lead responsible for translating audience-first thinking into actionable brand strategy and in-market execution across a defined therapeutic category or portfolio.

This role applies established Experience frameworks-including growth audience strategy, journey design, orchestration, and learning-to real business challenges, ensuring strategies are connected, actionable, and consistently carried through planning, activation, and optimization.

The Director partners cross-functionally to align teams, guide execution, and help clients understand how modern media and experience design drive growth.

Responsibilities

Audience Experience Strategy

  • Serve as the strategic lead for Customer Experience across assigned brands or categories
  • Apply audience and experience design frameworks to solve brand-specific business challenges
  • Ensure audience, journey, experience, and learning operate as an integrated system
  • Maintain continuity from insight through activation and optimization

 

Growth Audience Strategy & Intelligence

  • Lead development of growth audience strategies using behavioral, attitudinal, and contextual insights
  • Translate data into clear audience narratives that inform:
    • Channel and activation strategy
    • Creative and content direction
    • Innovation and partnership opportunities
    • Measurement and learning priorities
  • Partner with Investment and Analytics to ensure consistent audience application

Journey Mapping & Experience Design

  • Own development and application of Patient and HCP journey maps
  • Identify key decision points, barriers, and intervention opportunities
  • Translate journeys into experience design, including touchpoints, sequencing, and messaging progression
  • Guide how experience strategy informs planning and activation

Strategic Briefing & Enablement

  • Co-author Strategic and Ideation Briefs that anchor planning and execution
  • Translate experience strategy for cross-functional teams

In-Market Stewardship & Learning

  • Ensure strategic intent is reflected in execution post-launch
  • Partner with Investment and Analytics to:
    • Monitor performance through an audience and experience lens
    • Identify learning beyond channel-level optimization
    • Support test-and-learn initiatives
  • Apply learnings to evolve strategy

Client & Cross-Functional Leadership

  • Serve as a client-facing strategic partner
  • Present and defend recommendations with clarity and confidence
  • Collaborate across Strategy, Planning, Investment, Analytics, and Creative
  • Elevate opportunities, risks, and insights to senior leadership
Qualifications
  • 7-10 years in audience strategy, media strategy, experience planning, or integrated marketing
  • Healthcare/pharmaceutical experience strongly preferred
  • BA/BS required
  • Strong understanding of media planning, investment, and analytics
  • Experience leveraging media and consumer research platforms to uncover behavioral and spending insights and translating data into actionable strategy
  • Comfortable in complex, fast-paced environments
  • Strong storytelling and presentation skills
  • Collaborative, with a bias toward integration over silos

What Success Looks Like

  • Audience and experience strategies drive planning, activation, and optimization
  • Brand teams clearly understand and apply audience experience thinking
  • Strong client trust through strategic leadership and clarity
  • Consistent pull through from strategy to execution
  • Open to Philadelphia + New York City Applicants
Additional Information

Our Publicis Groupe motto "Viva La Difference" means we're better together, and we believe that our differences make us stronger. It means we honor and celebrate all identities, across all facets of intersectionality, and it underpins all that we do as an organization. We are focused on fostering belonging and creating equitable & inclusive experiences for all talent.

Publicis Groupe provides robust and inclusive benefit programs and policies to support the evolving and diverse needs of our talent and enable every person to grow and thrive. Our benefits package includes medical coverage, dental, vision, disability, 401K, as well as parental and family care leave, family forming assistance, tuition reimbursement, and flexible time off.

If you require accommodation or assistance with the application or onboarding process specifically, please contact USMTTACompliance@publicis.com.

All your information will be kept confidential according to EEO guidelines.

 Compensation Range: USD $106,780.00 - USD $153,405.00/Annually. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. Temporary roles may also qualify for participation in our 401(k) plan after eligibility criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be 3/24/2026.Employment Type: FULL_TIME

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