Director, OCX Strategy - Remote CX Architect

Ladders; United States; Remote; USD 115,000 - 140,000; Full time

Benefits offered by this job

Competitive compensation package

Health benefits (Medical, Dental, and

401k match

Flexible PTO & sick time

Professional development

Job summary

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

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

Job description

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.