Director, Customer Experience (CX)
Core
Define and drive end-to-end enterprise customer experience strategy, embedding CX into AI, automation, and digital initiatives to improve customer journeys and business outcomes.
Role type
Director, Customer Experience (CX)
Builds
Enterprise CX operating model, modernized customer journeys, and AI-enabled self-service capabilities
Domain
Global IT sales channel, B2B technology ecosystem, SMB and high-volume segments
Deliverable
product features
Required skills
Enterprise CX strategy, AI and automation integration, multi-channel journey ownership, KPI governance (CSAT, NPS, churn), cross-functional leadership, data-driven decision making
Preferred skills
MBA, experience in AI-enabled digital transformation, balancing automation with human engagement
Technologies
AI platforms, automation tools, digital engagement platforms
Responsibilities
Define enterprise CX vision and operating model; Partner with Product, Engineering, and AI teams; Own end-to-end customer journeys; Drive CX modernization for SMB segments; Govern CX KPIs and automation metrics; Lead cross-functional CX governance
Seniority
Director, enterprise-level strategy & leadership
