Director Customer Experience

Insight Global; Atlanta (GA); On-site; USD 180,000 - 230,000; Full time

Job summary

Insight Global in Atlanta, GA seeks a Strategic Leader for the CX practice to define and drive the customer experience strategy across the business. You will own the P&L, lead go-to-market plans, and align pricing, delivery models, and scalability with client needs and enterprise goals.

Ideal candidates have 12+ years in customer service, operations, or digital transformation, with proven P&L results and strong leadership.

Qualifications

• Bachelor’s degree in business, Technology, or related field; MBA preferred.
• 12+ years in customer service, operations, or digital transformation roles.
• Proven track record of managing P&L and delivering profitable growth.
• Experience in contact center operations, technical support, and service delivery.
• Strong leadership and stakeholder management skills.
• Financial acumen for budgeting, forecasting, and revenue optimization.
• Excellent communication and negotiation skills.

Responsibilities

• Define and execute the CX practice strategy in alignment with market trends, client needs and organizational goals.
• Own the P&L for the CX practice, including budgeting, forecasting, and revenue optimization.
• Develop and implement go-to-market plans for CX solutions, including pricing, delivery models, and scalability.
• Drive continuous improvement and innovation in customer experience, leveraging technology, AI, and automation.
• Guide the team in partnering with client stakeholders to understand CX operational challenges and translate them into actionable solution designs.
• Collaborate with other solution leaders to create end-to-end architectures integrating technology, process optimization, and data-driven insights.
• Ensure solutions align with enterprise architecture principles and compliance standards.

Skills

Leadership

Stakeholder management

P&L management

Financial acumen

Communication

Negotiation

Education

Bachelor’s degree

MBA preferred

Job description

Strategic Leadership & P&L Management

Define and execute the CX practice strategy in alignment with market trends, client needs and organizational goals.

Own the P&L for the CX practice, including budgeting, forecasting, and revenue optimization.

Develop and implement go-to-market plans for CX solutions, including pricing, delivery models, and scalability.

Drive continuous improvement and innovation in customer experience, leveraging technology, AI, and automation.

Guide the team in partnering with client stakeholders to understand CX operational challenges and translate them into actionable solution designs.

Collaborate with other solution leaders to create end-to-end architectures integrating technology, process optimization, and data-driven insights.

Ensure solutions align with enterprise architecture principles and compliance standards..

Practice Operations & Service Delivery Leadership

Oversee and ensure excellence across all CX operational areas, including:

• Customer Support Operations

• Contact Center Management

• Technical Support Leadership

• Client Engagement & Delivery Excellence

• Practice Management

Required Qualifications

Education

• Bachelor’s degree in business, Technology, or related field; MBA preferred.

Experience

• 12+ years in customer service, operations, or digital transformation roles.
• Proven track record of managing P&L and delivering profitable growth.
• Experience in contact center operations, technical support, and service delivery.
• Strong leadership and stakeholder management skills.
• Financial acumen for budgeting, forecasting, and revenue optimization.
• Excellent communication and negotiation skills.