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Director Customer Experience Strategy Jobs (NOW HIRING)

Intuit

Staff Customer Experience Strategist

Tucson, AZ · On-site

$93K/yr

Translate Intuit's Workforce Solutions strategy into actionable CX programs, with a focus on the ... direct authority * Compelling communicator and storyteller: can translate complex customer and ...

Dell, Inc.

Experience Strategy Lead - Gaming

Austin, TX · On-site

$171K - $235K/yr

Experience Strategy Lead - Gaming Everything we do, we do with our customers front of mind. Our User Interface (UI) Engineering team leads the design and evaluation of technologies that make our ...

Komatsu

UX Strategy Manager

Milwaukee, WI · On-site

$114K/yr

UX Strategy Manager Posting Start Date: 7/29/26 Job Location (Short): Milwaukee, Wisconsin, USA ... This includes our global website and eventually all customer and distributor digital applications ...

Reveal

Director, Customer Success

Chicago, IL · On-site

... of strategic initiatives that strengthen the customer experience. In this role, you will work ... direct people leadership experience, including performance management, coaching, employee ...

Nassco Inc.

Customer Experience Manager

New Berlin, WI · On-site

Work closely with the Director of Purchasing & Customer Experience to align customer experience strategies with purchasing and overall business objectives. * Coordinate with the marketing, logistics ...

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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.

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 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.

Staff Customer Experience Strategist

Intuit

Mountain View, CA • On-site

$116K/yr

Full-time

Posted 16 days ago

Intuit rating

8.4

Company rating: 8.4 out of 10

Based on 91 frontline employees who took The Breakroom Quiz

86th of 242 rated software companies

Job description

We are seeking two exceptional Staff Customer Experience Strategists to elevate the experience for Intuit's expanding Workforce Solutions portfolio, including Advanced Payroll, HR & Worker Management, and our new Administrative Services Organization (ASO). These roles sit at the intersection of AI-powered innovation and human expertise, with a drive to make complex workforce management experiences simple, effortless, and trusted, whether you're a small business running your first payroll or a growing mid-market company managing a complex workforce.
As part of the GBSG Customer Success team, you will own the End-to-End (E2E) experience design for critical Workforce Solutions and ASO flows, directly supporting Intuit's Transform Foundational Experiences pillar. A core part of this role is ensuring that as customers scale, from small business to mid-market, the experience scales with them, removing friction at every stage of growth. You'll champion the voice of business owners navigating some of the highest-stakes decisions they face: paying their people, staying compliant, and managing their workforce without the cost of dedicated in-house experts.
Reports to the GBSG Services Senior Customer Experience Manager.
Locations: Mountain View, CA / San Francisco, CA / San Diego, CA / Tucson, AZ /
Responsibilities
Strategic Thinking & Business Partnership
  • Translate Intuit's Workforce Solutions strategy into actionable CX programs, with a focus on the Foundational Experiences pillar, targeting the top friction areas across Payroll setup and run, Worker Management, and Administrative Services Organization onboarding across the SMB and mid-market segments
  • Design and advocate for experiences that scale with business growth, ensuring customers at every stage of their journey can move up-market within Intuit's Workforce (WFS) product ecosystem without friction or disruption
  • Stay close to the competitive landscape for HCM, payroll, and employer services to inform differentiated, best-in-class customer experiences
  • Deeply understand and clearly articulate the highest-priority WFS/ASO problems and opportunities, both near-term fixes and longer-term bets, and apply prioritization frameworks to focus the team on the work with the greatest customer and business impact.
  • Serve as the primary CX business partner to WFS and ASO Product, Engineering, and CS leaders, educating and championing E2E experience improvements that drive NPS, retention, and services adoption
  • Support Intuit's Done-For-You AI + Human Intelligence Expert Services vision by designing experiences that meet customers where they are and seamlessly connect AI capabilities with human expertise

Customer Insights & Understanding
  • Build a deep, data-driven understanding of SMB and mid-market employer and employee behaviors, pain points, and goals within Payroll, Worker Management, and ASO workflows, with a particular focus on how needs evolve as businesses grow
  • Own the Voice of Customer (VOC) Feedback Loop for WFS/ASO: aggregate quantitative and qualitative signals across listening posts (support cases, CES, NPS, community, escalations) to identify systemic friction and opportunities
  • Build and maintain E2E customer journey maps for critical WFS flows (first payroll run, compliance management, ASO onboarding), defining clear 'as-is' and 'to-be' states across the growth continuum
  • Apply customer insight to define target-state experiences and requirements that support the Effortless Critical Flows workstream and Broken Windows remediation
  • Lead research and experimentation to validate hypotheses and drive solutions grounded in real customer behavior

Driving Action Through Storytelling
  • Build compelling, data-driven narratives that connect WFS/ASO CX initiatives to business outcomes: NPS improvement, call deflection, and customer retention across SMB and mid-market segments
  • Synthesize VOC data, operational metrics, and journey insights into business cases for change, clearly articulating customer, employee, and shareholder impact
  • Communicate and influence across Product, CS, Risk, Finance, and executive leadership to drive alignment and action
  • Facilitate cross-functional collaboration to ensure CX recommendations are prioritized, resourced, and executed

Operational Excellence & Change Leadership
  • Build and improve CX processes, frameworks, and tools specific to WFS and ASO experience programs
  • Partner with Customer Success, Product, Risk, and WFS delivery teams to ensure service design supports seamless expert handoffs and AI-augmented workflows
  • Role model change management best practices as WFS scales into new segments and launches ASO; manage stakeholder engagement through growth and transformation
  • Contribute to the Transform Foundational Experiences initiative with product-owner-level accountability for your experience surface

Qualifications
  • 6+ years in Customer Experience, Product Management, or Service Strategy in a complex, matrixed SaaS or services environment
  • Deep understanding of customer behavior across business growth stages, with expertise in journey mapping, persona development, and 'as-is / to-be' process design, with a track record of moving from insight to execution
  • Strong analytical skills: synthesize qualitative and quantitative data into actionable insights, build measurement frameworks, and connect CX improvements to measurable business results (NPS, retention, call reduction, revenue)
  • Proven ability to influence and mobilize cross-functional teams (Product, Engineering, CS, Operations) without direct authority
  • Compelling communicator and storyteller: can translate complex customer and operational data into clear narratives that drive decisions at every level of the organization
  • Proactive, ownership-oriented mindset; comfortable leading in ambiguity and driving progress with incomplete information
  • Bonus: Experience with Payroll, HRIS, HCM, or employer services products; familiarity with SMB-to-mid-market growth dynamics; experience designing AI + HI service experiences

Where You'll Drive Impact
Transforming the Platform Experience
You'll help improve the reliability, speed, and usability of core WFS workflows, reducing friction so small businesses can run and grow their operations on Intuit's platform with confidence. Your work will directly contribute to measurable gains in customer-reported satisfaction (NPS/CES).
Scaling Workforce Solutions
You'll help establish WFS as the go-to team management platform for businesses of every size, supporting the launch of ASO experiences that use AI to remove the burden of payroll, HR, and compliance, and that scale seamlessly as customers grow.
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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:
The expected base pay range for this position is:
Mountain View $168,000 - $227,000
San Diego, CA $160,000- $216,500
San Francisco Howard Street, CA $168,000- $227,000

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