Director, OCX Strategy

Ladders; United States; À distance; USD 115 000 - 140 000; Plein temps

Avantages offerts par ce poste

Competitive compensation package

Health benefits (Medical, Dental, and

401k match

Flexible PTO & sick time

Professional development

Résumé du poste

Ladders is seeking a Director of OCX Strategy to lead customer experience initiatives for a Healthcare space client. The role is remote and focuses on shaping the end-to-end engagement journey using audience insights and business goals.

Responsibilities include defining journeys, building experience maps, and partnering with cross-functional teams to align activation with strategic intent and measurable outcomes. This leadership role emphasizes optimization and data-driven decision making.

Qualifications

• 5-8 years of experience in CX, omnichannel, CRM, engagement, or digital strategy
• Proficiency in journey mapping and ecosystem development
• Strong strategic thinking and presentation skills
• Ability to facilitate workshops and collaborate across disciplines
• Experience translating insights into actionable strategic recommendations

Responsabilités

• Develop customer experience strategies based on audience insights and business objectives
• Define customer journeys and key engagement moments
• Translate strategic platforms into actionable engagement frameworks
• Develop experience maps and decision architectures
• Partner with teams to define measurement and optimization approaches
• Connect experience design to performance outcomes
• Ensure activation aligns with original strategic intent

Description du poste

For our client, we are seeking a Director, OCX Strategy to join the team of a leader in the Healthcare space.

This remote leadership role will shape customer experience strategy across the full engagement journey, turning audience insights and business goals into actionable frameworks. The director will define key moments, build experience maps and decision architectures, and partner closely with cross-functional teams to align activation with strategic intent. This position will also connect experience design to measurable performance outcomes and help drive continuous optimization across the organization.

Location: Remote

Compensation: $115,000 - $140,000 annually

Responsibilities

• Develop customer experience strategies based on audience insights and business objectives
• Define customer journeys and key engagement moments
• Translate strategic platforms into actionable engagement frameworks
• Develop experience maps and decision architectures
• Partner with teams to define measurement and optimization approaches
• Connect experience design to performance outcomes
• Ensure activation aligns with original strategic intent

Qualifications

• 5-8 years of experience in CX, omnichannel, CRM, engagement, or digital strategy
• Proficiency in journey mapping and ecosystem development
• Strong strategic thinking and presentation skills
• Ability to facilitate workshops and collaborate across disciplines
• Experience translating insights into actionable strategic recommendations

Benefits

• Competitive compensation package
• Health benefits including Medical, Dental, and Vision
• Company match 401k
• Flexible paid time off (PTO) and sick time
• Supportive environment for personal and professional development

Our client is an equal opportunity employer. We encourage you to apply even if you don't meet every qualification- your background could be exactly what this team needs.