Customer Experience Strategy Lead

As a critical member of the Customer Experience Strategy team, the full-time remote Customer Experience Strategy Lead will design and manage AI-powered customer listening programs, oversee a unified customer intelligence platform, and drive systemic improvements across the customer journey.
Key responsibilities

Operate a world-class AI-powered customer listening infrastructure, managing Voice of Customer programs and survey execution
Own the unified customer intelligence platform, consolidating various customer feedback channels into a single source of truth
Derive AI-powered insights and activate data-driven storytelling to influence executive decision-making and drive customer experience improvements

Required qualifications

8+ years of experience in Customer Experience, Customer Insights, or Market Research within a B2B SaaS or enterprise technology environment
Hands-on experience with AI tools applied to customer understanding, including automated theme extraction and AI-augmented VoC programs
Proven track record of designing and managing global Voice of Customer programs, including NPS and CSAT surveys
Experience with CX or feedback technology platforms, such as Qualtrics, including vendor management and integration oversight
Strong analytical skills with the ability to interpret complex data and construct compelling narratives for organizational action