Customer Experience Director

Overview

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The Director, Customer Experience (CX) is responsible for implementing and optimizing customer experience strategies across platforms, products, and departments. This role supports the design and delivery of consistent, user-centric journeys by translating customer insights into actionable initiatives. The CX Manager partners closely with product, UX/UI, marketing, and digital development teams to improve usability, accessibility, and satisfaction throughout the digital customer lifecycle.

Responsibilities

• Customer Experience Strategy & Customer Journey: Build Personas & Conduct Customer Research; Develop detailed customer personas and conduct in-depth research to understand user behaviors, preferences, and pain points across diverse markets. Synthesize insights into actionable recommendations for cross-functional teams, ensuring that customer experiences are tailored to local and national markets.
• Future-State Customer Journey: Design and own the future-state customer journey. Accountable for ensuring that each digital product enables the customer journey. Build KPIs for customer engagement touchpoints to measure value delivered.
• Define, Measure, and Report CX KPIs: Establish and track CX-related KPIs, such as NPS, CSAT, and CES. Measure performance and report insights to senior leadership to enable data-driven decision-making.
• Manage User Interface Design: Oversee and manage design and build of wireframes, prototypes, and strategies that drive intuitive, inclusive user experiences. Ensure designs meet accessibility standards, conducting accessibility compliance reviews to ensure inclusivity.
• Oversee Usability Testing: Perform regular usability testing to refine product interactions and gather direct feedback for continuous improvement.
• Manage and Maintain Customer Experience Landscape: Manage and maintain digital products and platforms to deliver the customer journey and enhance customer experience.
• Manage and Maintain Design Systems: Manage and maintain design systems (e.g. InVision, Adobe) to ensure consistency across digital products and platforms.

Collaboration & Cross-Functional Engagement

• Collaborate with Digital Leaders: Collaborate with the Digital Leaders to develop and implement the CX strategy and future-state customer journey. Analyze customer touchpoints, identify pain points, and guide CX improvements that align with Digital strategy.
• Collaborate with Development Manager: Collaborate with Digital Development Managers to design, develop, and test CX features across digital products.
• Collaborate with Product and Cross-Functional Teams: Work closely with Product Managers and other leaders to align on CX feature development and ensure that customer insights are incorporated into product roadmaps and vision.
• Manage, Mentor and Coach CX and UI/UX designers: Manage and mentor a team of CX designers and UI/UX designers, providing strategic direction, fostering collaboration, and ensuring high-quality, customer-centric design execution across all touchpoints.

Key Goals and Objectives

• Enhance Customer Experience and Increase Adoption: Deliver customer experiences that increase digital product adoption, drive higher customer satisfaction and improve NPS and relevant scores.
• Improve Customer Retention: Address customer journey pain points and design solutions that proactively meet customer needs (including local markets), increase satisfaction and reduce churn.
• Improve and Standardize User Interfaces: Improve and standardize user interfaces, experiences, and journeys across the customer engagement spectrum. Identify and develop customer experiences to support upsell, cross-sell, and new revenue generation opportunities.
• Enable Cross-Functional Teams to Act on Customer Insights: Ensure customer insights are actionable, clearly communicated, and integrated into the roadmap of product delivery.
• Adherence to Standards: Establish and drive adherence to visual and presentation standards/guidelines (e.g. usability, inclusivity, and brand consistency) across all channels.

Minimum Requirements

Education

• A bachelor’s degree in customer experience, UX design, psychology, marketing, or a related field is required.
• Master’s degree preferred.
• Certifications in Design Thinking, Human-Centered Design, or UX (e.g., LUMA, Nielsen Norman Group) preferred.

Experience

• 5 years of relevant experience in digital CX, UX, or customer journey mapping.
• 1–2 years of experience leading small project teams or managing CX design efforts.
• Experience with customer research, CX metrics, and multichannel experience design preferred.

Knowledge, Skills and Abilities

• Familiarity with design systems, accessibility compliance, and CX measurement frameworks.
• Working knowledge of UX best practices, Agile workflows, and digital product development.
• Proficient in CX tools (Figma, InVision, Adobe Suite, analytics dashboards).
• Strong interpersonal and communication skills; ability to influence cross-functional teams.
• Customer-centric mindset with strong problem-solving skills.

Work Conditions

• Work indoors and/or outdoors in various seasons and weather conditions.
• Comply with the Corporate dress code policy.
• Work hours may extend beyond standard hours; travel up to 25%.

EEO statements and location details omitted for brevity in this refined description.

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