About this role
The Director of Customer Experience Strategy & Transformation is a people leader responsible for defining and advancing the future state of how we interact with customers transactionally and digitally. This leader identifies and shapes a forward-looking, business-led CX strategy; benchmarks best-in-class capabilities; and converts insights into a prioritized transformation roadmap with clear business cases, funding alignment, and measurable outcomes.
This role partners across business, operations, and IT to simplify customer interactions end-to-end, expand digital self-service, and improve customer experience outcomes.
Key Responsibilities 1) CX Strategy, Vision, and Roadmap Ownership
• Define a clear CX vision, north-star objectives, and strategic priorities for transactional and digital customer engagement. • Own the multi-year transformation roadmap and constantly align / re-align to funding, business, technology, and capability roadmaps into a single narrative for both internal and external stakeholders. • Translate ambiguous CX problems into structured strategies and decision-ready recommendations for senior leadership. 2) Benchmarking, Best-in-Class Discovery, and Thought Leadership
• Proactively seek external/internal best practices, benchmarking, and emerging trends/technologies to shape next-generation CX capabilities (digital, self-service, operating models). • Identify transformation opportunities that improve customer experience while creating business value through efficiency, exceptional customer experiences, and incremental revenue capture. • Stay current on CX and digital transformation approaches; promote experimentation and learning to remain competitive. 3) Business Case Development, Funding Alignment, and Value Realization
• Build compelling business cases (benefits, costs, risks, dependencies) to secure leadership alignment and funding for CX transformation initiatives. • Define KPIs and a value-realization framework that connects CX outcomes to operational performance, cost-to-serve, and business results. • Establish insight loops: ensure learnings and performance data feed back into strategy and prioritization. 4) Cross-Functional Alignment & Governance (Business + IT)
• Partner with executive leaders, functional leaders, and transformation experts to deliver an industry-leading customer experience. • Partner with IT and business stakeholders to prioritize and align transformation work, ensuring right-and-fast delivery and measurable outcomes. • Drive standardization and simplification of the customer experience end-to-end, focusing on ease, seamless interactions, proactive communication, and speed of response. 5) Executive Storytelling
• Develop executive-ready narratives that connect customer experience data to operational outcomes, cost, risk, and customer loyalty/retention. [ 6) People Leadership & Operating Model Development
• Lead and develop a team responsible for CX strategy, journey/experience design (as applicable), and/or transformation planning; build a high-performing, customer-obsessed culture. • Establish scalable operating models and execution standards that enable consistent delivery across a matrix organization. • Create strong cross-functional collaboration routines and accountability mechanisms to sustain change (governance, cadence, executive reporting).
Must Have (Qualifications)
• 10+ years of experience in customer experience, digital transformation, strategy, operations, or related leadership roles; proven record delivering high-impact solutions in a corporate environment. • Demonstrated ability to influence senior stakeholders and drive cross-functional alignment in a matrixed organization. • Strong executive communication and storytelling skills; able to connect CX initiatives to measurable outcomes. • Data-driven decision-making mindset; experience defining KPIs and using analytics to guide priorities and measure success. Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. person, which is defined as, a U.S. citizen, a U.S. permanent resident, or have protected status in the U.S. under asylum or refugee status.