Director, CX Strategy

📋 Description

• Design and establish a centralized Voice of Client (VoC) program from the ground up, including its
• Define and implement a comprehensive client feedback strategy that collects, connects, structures
• Evaluate Voice of Customer platforms, CX analytics solutions, text analytics tools, client
• Lead the selection and implementation planning of appropriate tools and systems in collaboration
• Develop an insights framework that transforms fragmented client feedback into reliable
• Establish governance structures, ownership models, dashboards, escalation procedures, and

🎯 Requirements

• At least 12 years of professional experience in Customer Experience, Voice of Client (VoC), Voice
• Significant experience designing, building, or fundamentally transforming Voice of Customer
• Strong understanding of omnichannel customer feedback strategies and the ability to integrate
• Demonstrated ability to assess technology platforms, systems, data flows, reporting requirements
• Exceptional executive communication and presentation skills, with the ability to translate complex
• Proven ability to lead complex cross-functional initiatives independently, influence stakeholders

🎁 Benefits

• Annual base salary: $128,000–$152,000 USD, depending on experience, qualifications, skills
• Potential eligibility for additional compensation, including bonuses, commissions, equity, or other
• Open paid time off (PTO) policy, offering flexibility in managing personal and professional
• Quarterly Days of Disconnect, providing a company-wide day off to promote rest and work-life
• Parental leave and Pawternity leave to support employees as their families grow.
• Quarterly fitness reimbursement to support personal health and wellness goals.