CX Brand Director

Bright Horizons; Newton (MA); Remote; USD 130,000 - 140,000; Full time

Job summary

A leading company is seeking a Senior Director of Brand and CX Strategy to enhance market reputation and lead initiatives for a premium brand experience. This remote role involves analyzing consumer insights and collaborating across teams to improve customer experiences.

Benefits

Paid Holidays

Sick Leave

Vacation

Health Insurance

401(k)

Life Insurance

Disability Coverage

Qualifications

• 10 years of CX and Brand Strategy experience.

Responsibilities

• Develop and implement CX strategy aligned with company goals.
• Use feedback and data analysis to understand customer needs.
• Work with cross-functional teams to enhance customer experience.

Skills

Analytical Skills

Communication

Project Management

Education

Bachelor’s degree in Business

Bachelor’s degree in Marketing

Job description

Primary Purpose

The CX and Brand Director will help grow our brand reputation in the market and drive brand CX efforts to support and deliver a premium brand experience. Responsibilities include analyzing consumer insights, working across cross-functional teams to create CX roadmaps, crafting plans for creative teams to build meaningful brand experiences, developing guidelines and roadmaps to promote our brand across various channels, and launching CX initiatives to resolve consumer pain points and elevate our brand experience. This role will ensure our brand experience is consistent across all online and offline channels, identify and remove obstacles to the best consumer experience, and drive brand strategy at every consumer touchpoint.

This is a remote position available in the United States.

Bright Horizons is trusted worldwide for high-quality child care, early education, backup care, and workplace education. We partner with leading companies to provide services that support employee performance and help families thrive both personally and professionally.

Job Summary:

We are seeking a Senior Director of Brand and CX Strategy to enhance our market reputation and lead brand CX initiatives to deliver a premium brand experience.

Responsibilities include analyzing consumer insights, collaborating across teams to create CX roadmaps, developing plans for brand experiences, establishing guidelines, and launching initiatives to improve the brand experience.

Success in this role requires experience with CX management, a proven track record of resolving consumer pain points through CX strategies, brand management, and effective implementation across marketing channels.

You will ensure consistency of the brand experience across all channels, address obstacles to optimal consumer experiences, and drive brand strategy at every touchpoint.

Key Responsibilities:

1. Develop and Implement CX Strategy: Design and execute a customer experience strategy aligned with company goals. Identify key touchpoints and ensure a positive, consistent experience across all channels.
2. Customer Insights and Analytics: Use feedback, surveys, and data analysis to understand customer needs and preferences, driving continuous improvement.
3. Cross-Functional Collaboration: Work with marketing, sales, product development, and support teams to unify customer experience efforts, addressing pain points and enhancing the experience.
4. Customer Journey Mapping: Create and maintain detailed journey maps to identify improvement opportunities and ensure seamless interactions.
5. Performance Metrics and Reporting: Establish KPIs, monitor performance, and report findings to senior management, recommending adjustments as needed.
6. Training and Development: Develop training programs to promote a customer-centric culture.
7. Innovation and Best Practices: Stay updated on industry trends and implement innovative solutions to improve the customer journey.

CX Mandatories:

• Identify and improve brand consumer experience journeys, especially on our center enrollment, app, and website.
• Resolve CX pain points across teams to enhance brand engagement and support growth.
• Lead key CX initiatives from identification to resolution, serving as a liaison across teams.
• Centralize CX reporting to ensure proactive and responsive management of brand experience issues.

Brand Mandatories:

• Drive enterprise CX brand strategy across all channels and assets.
• Ensure brand compliance and standardization.
• Leverage consumer feedback and behavior analysis to refine brand positioning.
• Support creative strategy, including crafting briefs, briefing teams, and managing approval processes.

Minimum Qualifications:

• 10 years of CX and Brand Strategy experience
• Bachelor’s degree in Business, Marketing, or related field

Preferred Qualifications:

• Strong analytical skills and ability to interpret data
• Excellent communication and interpersonal skills
• Ability to collaborate across teams
• Strong project management and attention to detail
• Passion for delivering exceptional customer experiences

Compensation:

The annual salary ranges from $130,000 to $140,000, depending on experience and other factors. The role is eligible for bonuses and RSUs.

Benefits include paid holidays, sick leave, vacation, health insurance, 401(k), life insurance, and disability coverage.

Application Deadline: 3/14/2025

Life at Bright Horizons:

Our people are our greatest asset. We foster a collaborative environment that supports career growth and personal development. Join us to build a brighter future.

Bright Horizons is an equal opportunity employer, committed to diversity and inclusion. We provide accommodations for applicants with disabilities. For assistance, contact our recruitment helpdesk at 855-877-6866 or [e-mail].