Customer Experience Director

Burtch Works; New York (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

Burtch Works is seeking a Director of Customer Experience & Market Research Consulting to lead an embedded, strategic engagement for a Fortune 500 client. You will shape CX strategy, oversee market research initiatives, and translate insights into actionable business recommendations.

As the senior consulting lead, you will work directly with executive stakeholders to drive CX maturity, establish measurement frameworks, and guide organizations through discovery, implementation, optimization, and

Qualifications

• Bachelor's degree required in a related field.
• Master's degree strongly preferred.
• 8+ years in CX, Market Research, or related advisory roles.

Responsibilities

• Serve as senior embedded consultant and trusted advisor for Fortune 500 client across Marketing, Product, Operations, and Executive Leadership.
• Design, implement, and evolve enterprise CX and Market Research programs to drive measurable outcomes.
• Lead CX journey from discovery to governance and continuous improvement.
• Translate research and VoC insights into strategic recommendations impacting customer satisfaction and business performance.
• Develop executive-ready roadmaps, business cases, and actionable recommendations.
• Facilitate executive workshops and client presentations while partnering with internal teams.
• Oversee multiple workstreams with governance, risks, and timelines.

Skills

Executive communication

Stakeholder management

CX strategy

Market research

VoC / insights

Analytical storytelling

Leadership

Project management

Education

Bachelor's degree in Business/Marketing/Related

Master's degree (preferred)

Tools

Power BI

Excel

Tableau

SQL

Python

Job description

Job Title:

Director, Customer Experience & Market Research Consulting

Location:

Preference is NY, NJ, CT Tri-State Area

About The Company

We are a boutique consulting firm specializing in Customer Experience (CX), Market Research, Customer Insights, and Data Analytics for Fortune 500 organizations. Our consultants partner directly with enterprise clients to solve complex business challenges by transforming customer insights into measurable business outcomes.

Unlike traditional consulting firms, we operate as an extension of our clients' organizations. Through embedded consulting engagements, our teams work side-by-side with executive leadership to develop customer-centric strategies, implement enterprise CX programs, and guide organizations through every stage of their customer experience maturity. Combining the agility of a boutique consultancy with the impact of enterprise-scale engagements, we empower our consultants to influence meaningful business decisions while working alongside some of the world's most recognized brands.

Job Summary

We are seeking an experienced Director of Customer Experience & Market Research Consulting to lead a strategic, embedded consulting engagement supporting a Fortune 500 client. This role combines management consulting, customer experience strategy, market research, program leadership, and executive advisory into a single, highly visible position.

As the senior consulting lead, you will partner directly with executive stakeholders to shape Customer Experience strategy, oversee Market Research initiatives, establish measurement frameworks, and translate customer insights into actionable business recommendations. You'll guide organizations through every phase of their CX journey—from discovery and assessment through implementation, optimization, and long-term governance.

This is an ideal opportunity for someone who thrives in a client-facing consulting environment, enjoys solving complex business problems, and is passionate about helping enterprise organizations become more customer-centric through research, analytics, and strategic advisory services.

Key Responsibilities

• Serve as the senior embedded consultant and trusted advisor for a Fortune 500 client, building strong executive relationships across Marketing, Product, Operations, Customer Service, and Executive Leadership.
• Lead the design, implementation, and ongoing evolution of enterprise Customer Experience and Market Research programs that drive measurable business outcomes.
• Guide clients through the full lifecycle of CX program maturity—from discovery and assessment to implementation, optimization, governance, and continuous improvement.
• Translate customer research, Voice of the Customer (VoC) insights, journey analytics, and behavioral data into strategic recommendations that improve customer satisfaction, loyalty, and operational performance.
• Develop executive-ready presentations, strategic roadmaps, business cases, and actionable recommendations that influence executive decision-making.
• Facilitate executive workshops, strategic planning sessions, and client presentations while serving as the primary consulting partner for key stakeholders.
• Partner with internal research, analytics, and consulting teams to ensure high-quality delivery, rigorous methodologies, and meaningful customer insights.
• Oversee customer research initiatives, survey programs, journey mapping, segmentation strategies, and customer insight development.
• Develop and monitor Customer Experience measurement frameworks, including NPS, CSAT, CES, journey metrics, operational KPIs, and business performance indicators.
• Lead multiple consulting workstreams simultaneously while managing timelines, stakeholder expectations, governance, risks, and overall program success.
• Mentor and support junior consultants while fostering a collaborative, high-performing, and insight-driven consulting culture.
• Identify opportunities to expand the strategic value of client engagements and continuously improve the overall customer experience program.

Requirements:

Education:

• Bachelor's degree in Business, Marketing, Market Research, Psychology, Economics, Statistics, Data Analytics, or a related discipline required.
• Master's degree or advanced education in a related field is strongly preferred.

Experience:

• 8+ years of experience in Customer Experience, Market Research, Customer Insights, Management Consulting, or Strategic Advisory roles.
• Recent experience within a Customer Experience, Market Research, or Insights consulting firm supporting enterprise clients is strongly preferred.
• Proven experience leading enterprise Customer Experience or Customer Insights programs for large, complex organizations.
• Demonstrated success serving as an embedded consultant or trusted advisor, building executive relationships and influencing strategic business decisions.
• Experience guiding organizations through the implementation and evolution of Customer Experience and Market Research programs using a structured, phased approach.
• Proven ability to independently lead complex consulting engagements from discovery and strategy development through implementation and ongoing optimization.
• Experience facilitating executive workshops, presenting recommendations to senior leadership, and communicating effectively across technical and non-technical audiences.
• Experience translating customer research, analytics, and business insights into measurable recommendations that improve customer and business performance.

Skills:

• Exceptional executive communication and presentation skills with the ability to influence senior stakeholders through strategic recommendations, compelling storytelling, and data-driven insights.
• Deep understanding of Customer Experience methodologies, Market Research principles, Voice of the Customer (VoC) programs, journey mapping, customer segmentation, and experience measurement frameworks.
• Strong consulting and relationship management skills with the ability to build trusted partnerships while serving as an embedded advisor within large enterprise organizations.
• Experience designing and implementing Customer Experience strategies that align with broader business objectives and deliver measurable improvements in customer satisfaction, loyalty, and operational performance.
• Strong analytical capabilities with experience interpreting customer research, survey data, behavioral analytics, and business metrics to develop actionable recommendations.
• Advanced proficiency with Excel and Business Intelligence tools such as Power BI or Tableau. Experience with SQL, Python, or other analytical tools is a plus.
• Outstanding program and project management skills with the ability to lead multiple consulting workstreams, establish governance, manage risks, and consistently deliver high-quality client outcomes.
• A proactive, entrepreneurial mindset with a passion for consulting, a willingness to roll up your sleeves, and the ability to thrive within a collaborative, fast-paced boutique consulting environment.

Preferred Qualifications:

• Experience working within boutique consulting or professional services organizations.
• Experience supporting Fortune 500 clients across multiple industries.
• Experience with Customer Experience platforms such as Medallia, Qualtrics, Forsta, or similar Voice of the Customer technologies.
• Insurance or other highly regulated industry experience is a plus.
• Passion for mentoring others while contributing to a collaborative, innovative, and client-focused consulting culture.

Why Join Us

Joining our team means becoming part of a boutique consulting firm where your ideas, expertise, and client relationships truly matter. You'll have the opportunity to work directly with Fortune 500 organizations, helping executive leaders solve meaningful business challenges through Customer Experience strategy, Market Research, and data-driven insights.

If you enjoy wearing multiple hats, partnering closely with clients, solving complex problems, and making a measurable impact within an entrepreneurial consulting environment, this is an opportunity to accelerate your career while helping shape the future of Customer Experience for some of the world's leading organizations.