Director, CX Strategy
Core
Build and lead a centralized Voice of Client (VoC) program from the ground up, defining architecture and operating models to transform fragmented customer signals into actionable business recommendations.
Role type
Senior IC CX Strategy Director
Builds
Centralized Voice of Client (VoC) program architecture, operating models, and insights frameworks
Domain
Customer Experience / Customer Insights / Strategy
Required skills
Voice of Client (VoC) program design, omnichannel feedback strategy, executive communication, cross-functional influence, operational excellence, data-driven decision-making, project management
Preferred skills
CX analytics platforms, text analytics, closed-loop feedback systems, SaaS experience, people leadership
Technologies
Qualtrics, Medallia, Gainsight, Salesforce, Zendesk, Tableau, Power BI, Looker
Responsibilities
Design centralized VoC program strategy and architecture; Define comprehensive client feedback collection and analysis strategy; Evaluate and select CX analytics and reporting platforms; Develop insights framework for executive decision-making; Establish governance structures and closed-loop feedback processes; Lead high-impact CX optimization initiatives; Partner with senior executives to align customer insights with business objectives
Seniority
Director, strategic individual contributor
