CX Insights Director: Strategy, Programs & Exec Advisory

OGC Global

New York (NY)

On-site

USD 180,000 - 240,000

Full time

5 days ago

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Job summary

OGC Global seeks a seasoned CX Insights Director to lead a high-impact, embedded customer experience program within a Fortune 500 client. You will advise executives, shape CX strategy, and drive measurable business impact through analytics, storytelling, and hands-on program leadership.

You will manage a multidisciplinary team of CX analysts, consultants, and researchers, design CX frameworks, journey analytics, and operating models, and partner across marketing, product, and operations to

Qualifications

8–12+ years of experience in Customer Experience, Management Consulting, or Customer Insights roles.
Proven experience leading CX programs for large, complex organizations.
Strong background in consulting or embedded client-facing roles.
Experience managing teams and developing talent.
Deep understanding of CX methodologies, journey mapping, and customer research.
Strong quantitative and analytical skills (Excel, BI tools, survey platforms; SQL/Python a plus).
Excellent executive communication and storytelling skills.

Responsibilities

Own and lead the end-to-end CX program for a major client.
Design and evolve CX frameworks, measurement systems, and operating models.
Translate customer insights into clear, actionable business recommendations.
Ensure alignment between CX initiatives and broader business strategy and goals.
Drive continuous improvement of CX metrics (NPS, CSAT, journey KPIs, etc.).
Serve as the senior embedded CX advisor to client leadership teams.
Build trusted relationships with executives across marketing, product, operations, and service.