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Director Customer Experience Strategy Jobs (NOW HIRING)

Convr

Director, Customer Strategy

Schaumburg, IL · On-site

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 ...

Upbound

Customer Experience Strategist

Plano, TX

$92K/yr

Reporting to theSenior Director of Customer Experience Strategy, this role serves as thesubject matter expert and ownerof a specific journey domain - whether customer, retailer, or coworker - and is ...

Upbound Group

Customer Experience Strategist

Plano, TX · On-site

$94K/yr

Required : • 5-8 years of experience in customer experience, service design, digital strategy, or product management. • Proven success owning and improving end-to-end journeys that deliver ...

Publicis Groupe Holdings B.V

Director, CX

New York, NY

$106K - $153K/yr

Overview The Director, Customer Experience (CX) leads the development of customer-centered strategies that connect insights to meaningful business outcomes. This role provides functional leadership ...

Landor

Strategy Director, Experience

Columbus, OH · Hybrid

Landor is looking for a Strategy Director, Experience to join our Columbus studio. Could this be ... Analyzes and articulates the Customer Experience work in a visual and written form - developing ...

Sparks Group

Senior Manager, UX Strategy

West Mclean, VA · On-site +1

Coach and mentor UX professionals while providing direct feedback and support on design initiatives ... Design connected customer journeys across multiple channels, including web, email, marketing ...

Posted today

TheLab

Director of UX Strategy

Manhattan, NY · On-site

$160K/yr

Director Level We're looking for a UX-first leader who applies CX strategy thinking across ecommerce, B2B platforms, and digital products along customer journey touchpoints. This is both a director ...

Posted today

TheLab

Director of UX Strategy

Manhattan, NY · On-site

Director Level Were looking for a UX-first leader who applies CX strategy thinking across ecommerce, B2B platforms, and digital products along customer journey touchpoints. This is both a director ...

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Director Customer Experience Strategy information

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$207.5K

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

As of Jul 15, 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:
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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 July 2026, with employment types broken down into 78% Full Time, 20% Part Time, and 2% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $154,081 per year, or $74.1 per hour.
Financial Services Digital Customer Experience Strategy Leader

Financial Services Digital Customer Experience Strategy Leader

Capgemini

New York, NY • On-site

Full-time

Medical, Retirement, PTO

Re-posted 14 days ago

Capgemini North America rating

7.7

Company rating: 7.7 out of 10

Based on 17 frontline employees who took The Breakroom Quiz

83rd of 210 rated it services

Job description

Join Capgemini as a Financial Services Digital Customer Experience Strategy Leader, where you will spearhead the transformation of the customer experience for leading financial institutions. You will be responsible for devising and executing innovative digital strategies that enhance customer engagement and satisfaction across multiple channels. Collaborating with cross-functional teams, you will leverage cutting-edge technologies and industry insights to deliver seamless, personalized customer journeys that drive business growth and loyalty.
This role leads North America Financial Services' Digital Customer Experience (DCX) technology strategy and major transformation deals. The leader owns large pursuit strategy end-to-end-shaping solutions, developing value narratives, estimating, differentiating competitively, and guiding cross-functional teams-while engaging C-suite stakeholders to deliver outcomes in growth, experience, and efficiency. Responsibilities include defining CX vision and maturity, designing journey transformations and operating models, and translating pain points into multi-year roadmaps. The role also sets enterprise CX technology strategy across CRM, marketing automation, case management, personalization, journey orchestration, and intelligent operations, ensuring scalable architectures and ROI. Finally, it drives thought leadership and partner ecosystem initiatives with key platforms and fintech/AI partners.
Key Responsibilities:
1. Lead All Large Digital Customer Experience Deals
  • Serve as the executive deal lead for all large and strategic CX transformation pursuits across North America.
  • Own deal strategy, encompassing shaping, solutioning, storytelling, value articulation, estimation, and competitive differentiation.
  • Lead cross-functional pursuit teams (strategy, architecture, delivery, pricing, industry, partner ecosystem) to craft compelling proposals.
  • Engage directly with C-suite stakeholders to define outcomes tied to revenue growth, customer experience improvement, and operational efficiency.
  • Act as the primary executive representative and brand ambassador for all major DCX transformations.

2. Customer Experience Strategy and Consulting
  • Lead CX visioning, maturity assessments, journey transformation strategies, and future state operating model design.
  • Advise financial services leaders on unifying sales, service, marketing, and operations with modern digital, cloud, data, and AI platforms.
  • Translate customer pain points into multi-year, multi-platform transformation roadmaps.

3. Enterprise CX Technology Strategy
  • Define and articulate the overarching technology strategy for digital CX initiatives within the financial services industry, aligning with business objectives and customer-centric goals.
  • Develop enterprise technology solution strategies for CRM, marketing automation, case management, personalization, journey orchestration, and intelligent operations.
  • Work closely with solution architects to ensure that technology solutions across various stacks are cohesive, scalable, and effectively address customer needs and business requirements.
  • Guide clients on platform selection, modernization, integration, and maximizing ROI.

4. Customer-centric program planning
  • Focus intensely on customer goals, developing comprehensive program plans that drive measurable outcomes and enhance the overall customer experience.
  • Build program plans, value frameworks, governance structures, and executive reporting models for large-scale CX transformations.

5. Market and Thought Leadership
  • Create compelling thought leadership on the future of CX, AI-driven servicing, personalized banking, and connected customer journeys.
  • Present at industry forums and executive briefings, shaping brand perception in the market.
  • Develop frameworks, accelerators, and methodologies that differentiate our CX practice.

6. Partner Ecosystem Leadership
  • Leverage strategic relationships with Salesforce, Microsoft, Adobe, Pega, and key fintech/AI partners.
  • Shape co-innovation initiatives and joint go-to-market (GTM) strategies.
  • Stay ahead of platform roadmaps, competitive dynamics, and new capabilities.

Requirements
Required Qualifications:
Education
  • Bachelor's degree (required): Computer Science, Information Systems, Engineering, Business, Finance, Marketing, or a related field.
  • Master's degree (strongly preferred): MBA (strategy/finance/marketing), MS in Information Systems / Computer Science / Data & Analytics, or similar.
  • Executive education (nice to have): Customer Experience leadership, digital transformation, or financial services leadership programs.
  • Strong plus though not required: platform certifications aligned to the ecosystems referenced in the role, e.g., Salesforce, Microsoft Dynamics 365, Adobe Experience Cloud, and Pega (architecture/solution consultant tracks).

Experience
  • 20+ years leading digital transformation programs in CX, CRM, customer service, marketing, or customer operations.
  • Proven track record leading large, multi-million-dollar technology-enabled CX deals from qualification through close.
  • Deep familiarity with enterprise CX stacks including Salesforce, Microsoft Dynamics 365, Adobe Experience Cloud, and Pega.
  • Extensive financial services industry expertise (banking, wealth management, insurance, payments, cards, capital markets).

Strategic Leadership Skills
  • Executive-level presence and consultative influence.
  • Ability to build and defend multi-year CX transformation strategies and business cases.
  • Skill in leading cross-functional teams across strategy, technology, delivery, and partner organizations.

Technical and Domain Skills
  • Strong understanding of:
    • CRM and sales transformation
    • Contact center modernization
    • Marketing automation
    • Customer data platforms (CDPs), analytics, and AI
    • Workflow automation and customer operations
    • Knowledge of regulatory and customer lifecycle complexities specific to financial services.

Preferred Qualifications:
  • Experience in top-tier consulting or system integration firms.
  • Strong understanding of AI/ML, Generative AI (GenAI), and automation applied to customer experience.

Benefits
This position comes with competitive compensation and benefits package:
  1. Competitive salary and performance-based bonuses
  2. Comprehensive benefits package
  3. Home Office model
  4. Career development and training opportunities
  5. Flexible work arrangements (remote and/or office-based)
  6. Dynamic and inclusive work culture within a globally known group
  7. Private Health Insurance
  8. Retirement Benefits
  9. Paid Time Off
  10. Training & Development
  11. *Note: Benefits differ based on employee level

About Capgemini
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2024.

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