Senior CX Strategy Leader

Jobtailor; Connecticut; On-site; USD 180,000 - 260,000; Full time

Job summary

Jobtailor is seeking a Senior Director of Customer Experience to Own the end-to-end customer experience strategy for a key line of business in the United States. You will develop, lead, and evolve a multi-year CX roadmap, translating business objectives into customer-centric initiatives across units.

You will embed VOC insights, analytics, and market research into strategic planning, drive cross-functional alignment, define KPIs, and report progress to executive leadership.

Qualifications

• 10+ years in customer experience, strategy, or business transformation with measurable results.
• Expert knowledge of CX methodologies, journey mapping, persona development, and CX metrics.
• Strong communication and analytical skills.
• Experience conducting ethnographic research and translating insights into business terms.
• Advanced visual design, storytelling, and human-centered experience design.
• Workshop facilitation for large groups and cross-functional alignment.
• Ability to influence senior leaders and drive cross-functional execution.
• Strategic thinking with solid business acumen and executive communication skills.
• Deep expertise in CX measurement, VOC programs, and roadmaps.
• Experience in the financial services industry; retail distribution experience preferred.

Responsibilities

• Own the end-to-end customer experience strategy for a key line of business.
• Develop, lead, and evolve a multi-year CX roadmap.
• Translate business objectives into customer-centric initiatives.
• Drive prioritization, sequencing, and execution of CX initiatives.
• Hold teams accountable for business value and customer impact.
• Embed VOC insights, analytics, and market research into strategic planning.
• Lead cross-functional alignment across business units, technology, marketing, and operations.
• Define, track, and report strategic KPIs and customer performance indicators.
• Present CX strategy, progress, and results to executive leadership.
• Direct and empower CX Directors and Consultants executing roadmap initiatives.
• Embed a customer-first mindset into business planning, processes, and culture.

Skills

Customer Experience Strategy

CX Methodologies & Frameworks

Ethnographic Research

CX Metrics

Workshop Facilitation

Human-Centered Experience Design

Influencing Senior Leaders

Strategic Thinking

Voice of Customer

Financial Services Industry Experience

Job description

Jobtailor is seeking a Senior Director of Customer Experience to Own the end-to-end customer experience strategy for a key line of business in the United States. You will develop, lead, and evolve a multi-year CX roadmap, translating business objectives into customer-centric initiatives across units.

You will embed VOC insights, analytics, and market research into strategic planning, drive cross-functional alignment, define KPIs, and report progress to executive leadership.