Senior Director, Customer Experience | Growth & Transformation

Red Ventures; Charlotte (NC); Hybrid; USD 160,000 - 230,000; Full time

Benefits offered by this job

Health Insurance Coverage (medical, …)

Life Insurance

Short and Long-Term Disability

Flexible Spending Accounts

Holiday Pay

401(k) with match

Employee Assistance Program

Paid Parental Bonding Benefit Program

Flexible Paid Time Off (PTO)

Job summary

Red Ventures in Charlotte is seeking a Senior Director, Customer Experience to lead CX across strategic client partnerships and build the next generation of experience talent for RV Growth & Transformation. You will drive end-to-end experience design, AI-enabled personalization, and measurable outcomes across high-value journeys.

You will personally contribute across strategy, insights, UX/UI, prototype, ship, measure, and iterate while mentoring multidisciplinary teams and guiding vendors and

Qualifications

• 10+ years of experience in product design, customer experience, experience strategy, or related disciplines.
• Proven leadership of teams and complex digital experiences.
• Hands-on AI/ML, personalization, and agentic CX expertise.

Responsibilities

• Own experience strategy and execution across high-value customer journeys, connecting customer needs, business objectives, and measurable outcomes.
• Build trusted relationships with senior client partners across Design, CX and Marketing.
• Identify opportunities, tradeoffs, and move ideas from strategy into market across disciplines.
• Bring together customer insight, data and technology to drive impact.
• Personally contribute across the experience lifecycle: strategy, insights, UX/UI, prototype, ship, measure, iterate.
• Lead and develop multidisciplinary design teams while staying close to high-value problems.
• Coach designers to become more full-stack and connect customer insight, product thinking, craft, technology, data, and business outcomes.
• Maintain a high bar for experience quality while enabling fast team delivery.
• Shape and deploy AI-powered, personalized, conversational experiences across journeys.
• Partner with Product, Engineering, and Data to move AI experiences from concept to production.
• Help teams adopt AI-native approaches to research, design, prototyping, experimentation, and delivery.
• Apply judgment around trust, transparency, customer control, quality.
• Establish hypotheses and success measures for experience initiatives.
• Use feedback and metrics to understand what works and what to do next.
• Build learning loops between what we learn, design, and ship.
• Turn successful approaches into reusable methods, tools, and ways of working across partnerships RVGT.

Skills

Leadership

Full-stack design

AI/ML

CX strategy

Client leadership

Product judgment

Talent development

Cross-functional collaboration

Job description

This role requires a hybrid schedule and will be based in our South Charlotte, NC (Tuesday through Thursday) and optional remote days on Mondays and Fridays each week.

As a Senior Director, Customer Experience, you will lead CX within strategic client partnerships and help build the next generation of experience talent at RV Growth & Transformation.

We are looking for a full-stack experience leader with both breadth and depth, someone who leads through both direction and direct contribution. You have operated end-to-end across experience strategy, customer research and insights, UX/UI, prototyping, delivery, measurement, and iteration. You are proficient across the full lifecycle, with deep expertise and craft in several areas, and have the judgment to know when to go deep yourself and when specialized expertise will make the work stronger.

You are also fluent in AI/ML, personalization, and agentic customer experiences. You understand how these capabilities can reshape customer journeys and have experience turning them into real, deployed experiences, not just concepts.

What You’ll Do:

Lead CX Within the Partnership

• Own experience strategy and execution across high-value customer journeys, connecting customer needs, business objectives, and measurable outcomes.
• Build trusted relationships with senior client partners across Design, CX and Marketing
• Work across disciplines to identify opportunities, make tradeoffs, and move ideas from strategy into market.
• Bring together customer insight, business context, data, and technology to identify where experience can drive greater impact.

Lead Through the Work

• Personally contribute across the experience lifecycle: strategy, insights, UX/UI, prototype, ship, measure, iterate.
• Lead and develop multidisciplinary design teams while staying actively involved in the highest-value customer and product problems.
• Coach designers to become more full-stack, expanding their ability to connect customer insight, product thinking, craft, technology, data, and business outcomes.
• Maintain a high bar for experience quality while creating the conditions for teams to move quickly and own outcomes.
• Know when to step directly into the work, when to create space for others to lead, and when to bring in specialized expertise.

Build AI-Native Customer Experiences

• Shape and deploy AI-powered, personalized, conversational, and agentic experiences across customer journeys.
• Partner with Product, Engineering, and Data to move AI experiences from opportunity and concept through prototype and into production.
• Help teams adopt AI-native approaches to research, design, prototyping, experimentation, and delivery.
• Apply strong judgment around trust, transparency, customer control, quality, and the evolving relationship between people and intelligent systems.

Drive Outcomes & Continuous Learning

• Establish clear hypotheses and success measures for experience initiatives.
• Use customer feedback, behavioral data, experimentation, and business metrics to understand what’s working and determine what to do next.
• Build strong feedback loops between what we learn, what we design, what we ship, and how the experience evolves.
• Bring learnings back into RVGT, helping turn successful approaches into reusable methods, tools, and ways of working across partnerships.

What We’re Looking For:

• 10+ years of experience in product design, customer experience, experience strategy, digital product, or related disciplines, including meaningful experience leading teams and complex digital experiences.
• Full-stack design leadership: You have personally operated across the end-to-end experience lifecycle and can contribute meaningfully from strategy through execution and optimization, with demonstrated depth and craft in several areas.
• AI/ML and agentic CX expertise: You have meaningful hands‑on experience translating AI, personalization, conversational, or agentic capabilities into real customer experiences.
• Leadership through the work: You can lead and develop strong teams while remaining close enough to the work to raise its quality, solve difficult problems, and accelerate execution.
• Client leadership: You can build trusted relationships with senior stakeholders, navigate ambiguity and competing priorities, and influence cross‑functional decisions.
• Product and business judgment: You understand how customer experience, technology, and business performance connect and can translate experience decisions into measurable outcomes.
• Talent development: You have a track record of developing strong designers and helping people expand their capabilities beyond traditional discipline boundaries.

Benefits:

The following benefits are provided by Red Ventures, subject to eligibility requirements.

• Health Insurance Coverage (medical, dental, and vision)
• Life Insurance
• Short and Long-Term Disability Insurance
• Flexible Spending Accounts
• Holiday Pay
• 401(k) with match
• Employee Assistance Program
• Paid Parental Bonding Benefit Program
• Flexible Paid Time Off (PTO): We believe time to rest and recharge is essential. That’s why we offer a generous and flexible PTO policy. Full-time employees accrue 20 days of PTO for a full calendar year annually, with an increase to 25 days after five years of service.

Who We Are:

Red Ventures is a global portfolio of high-growth companies — spanning several U.S. businesses, a joint venture in the health services industry, and strategic investments in Europe. Their businesses include The Points Guy, Lonely Planet, Bankrate, the Allconnect Platform, RV Home Client Growth, RV Growth & Transformation, Sage Home Loans Corporation, and more. Across the portfolio, Red Ventures businesses deliver seamless digital experiences for consumers, help Fortune 100 clients solve large-scale digital growth challenges, and create world-class experiences and opportunities for employees. Learn more at redventures.com and follow @RedVentures on LinkedIn and Instagram.

At Red Ventures, we believe diverse, inclusive teams are better. To help you better understand our core values and beliefs, we encourage you to watch this brief YouTube video: Our Belief Statements. This will give you insight into the principles that guide our work and our commitment to fostering an inclusive environment.

We offer competitive salaries and a comprehensive benefits program for full-time employees, including medical, dental and vision coverage, paid time off, life insurance, disability coverage, employee assistance program, 401(k) plan and a paid parental leave program.

Red Ventures is an equal opportunity employer that does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or any other basis protected by law. Employment at Red Ventures is based solely on a person’s merit and qualifications.

We are committed to providing equal employment opportunities to qualified individuals with disabilities. This includes providing reasonable accommodation where appropriate. Should you require a reasonable accommodation to apply or participate in the job application or interview process, please contact [e-mail].

If you are based in California, we encourage you to read this important information for California residents linked here.