Director | Customer Experience Strategy

Benefits

Parental leave

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Non-birth-parent leave

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Family-building benefits

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Mental health support

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Market context

Median wage (BLS OEWS)

$57,704 national median

Projected growth (BLS Employment Projections)

+0.9% - Slower

Matched to SOC 41-2031 - Sales aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Schedule

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Weekend work

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Application

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Assessment

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Deadline

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About this role

Director | Customer Experience Strategy Phoenix, AZ, United States Director | Customer Experience Strategy Phoenix, AZ, United States Job Description 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. Responsibilities 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

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