Customer Experience Strategist

Jobtailor; Connecticut; On-site; USD 180,000 - 260,000; Full time

Job summary

Jobtailor is seeking a Senior Director of Customer Experience to Own the end-to-end customer experience strategy for a key line of business in the United States. You will develop, lead, and evolve a multi-year CX roadmap, translating business objectives into customer-centric initiatives across units.

You will embed VOC insights, analytics, and market research into strategic planning, drive cross-functional alignment, define KPIs, and report progress to executive leadership.

Qualifications

• 10+ years in customer experience, strategy, or business transformation with measurable results.
• Expert knowledge of CX methodologies, journey mapping, persona development, and CX metrics.
• Strong communication and analytical skills.
• Experience conducting ethnographic research and translating insights into business terms.
• Advanced visual design, storytelling, and human-centered experience design.
• Workshop facilitation for large groups and cross-functional alignment.
• Ability to influence senior leaders and drive cross-functional execution.
• Strategic thinking with solid business acumen and executive communication skills.
• Deep expertise in CX measurement, VOC programs, and roadmaps.
• Experience in the financial services industry; retail distribution experience preferred.

Responsibilities

• Own the end-to-end customer experience strategy for a key line of business.
• Develop, lead, and evolve a multi-year CX roadmap.
• Translate business objectives into customer-centric initiatives.
• Drive prioritization, sequencing, and execution of CX initiatives.
• Hold teams accountable for business value and customer impact.
• Embed VOC insights, analytics, and market research into strategic planning.
• Lead cross-functional alignment across business units, technology, marketing, and operations.
• Define, track, and report strategic KPIs and customer performance indicators.
• Present CX strategy, progress, and results to executive leadership.
• Direct and empower CX Directors and Consultants executing roadmap initiatives.
• Embed a customer-first mindset into business planning, processes, and culture.

Skills

Customer Experience Strategy

CX Methodologies & Frameworks

Ethnographic Research

CX Metrics

Workshop Facilitation

Human-Centered Experience Design

Influencing Senior Leaders

Strategic Thinking

Voice of Customer

Financial Services Industry Experience

Job description

• Own the end-to-end customer experience strategy for a key line of business


• Develop, lead, and continuously evolve a multi-year CX roadmap


• Translate business objectives into customer-centric initiatives


• Drive prioritization, sequencing, and execution of CX initiatives


• Hold teams accountable for business value and customer impact


• Embed voice-of-customer insights, analytics, and market research into strategic planning and decision-making


• Lead cross-functional alignment across business units, technology, marketing, and operations


• Define, track, and report strategic KPIs and customer performance indicators


• Present CX strategy, progress, and results to executive leadership


• Direct and empower CX Directors and Consultants executing roadmap initiatives


• Embed a customer-first mindset into business planning, operational processes, and organizational culture

Requirements

• 10+ years of experience in customer experience, strategy, or business transformation, with a proven track record of delivering measurable results


• Expert knowledge of CX methodologies and frameworks, including customer journey mapping, persona development, primary customer research, and CX metrics


• Effective communication and analytical skills


• Experience conducting ethnographic research, including interviews, synthesizing insights, communicating user stories, and translating them into business terms


• Advanced visual design, storytelling, and human-centered experience design


• Workshop facilitation skills for large groups, creative thinking, innovative solutions, and alignment


• Ability to lead without authority, influence senior leaders, and drive cross-functional alignment


• Strong strategic thinking, business acumen, and executive communication skills


• Deep expertise in CX measurement frameworks, VOC programs, and roadmap development


• Experience in the financial services industry


• Experience with retail distribution in the financial services industry preferred

Core Competencies

Demonstrates expertise in customer experience strategy, including the development and execution of multi-year CX roadmaps, and the ability to translate business objectives into customer-centric initiatives. Strong analytical and communication skills are essential for presenting strategies and results to executive leadership while driving cross-functional alignment.

Highest-signal resume keywords

• Customer Experience Strategy


• CX Methodologies and Frameworks


• Ethnographic Research


• CX Measurement Frameworks


• Financial Services Industry Experience

ATS Optimization Keywords

Hard Skills

• Customer Journey Mapping


• Persona Development


• CX Metrics


• Workshop Facilitation


• Human-Centered Experience Design

Soft Skills

• Effective Communication


• Analytical Skills


• Creative Thinking


• Influencing Senior Leaders


• Strategic Thinking

Industry Keywords

• Voice of Customer


• Business Transformation


• Retail Distribution


• Customer-Centric Initiatives


• Customer Performance Indicators