Position Overview

We are seeking a strategic and customer-focused Senior Director of Customer Experience (CX) Strategy to join our dynamic team. This pivotal role will support leading global brands in transforming their customer engagement strategies through AI-powered conversations. You will work closely with executive stakeholders to define and execute a long-term CX vision utilizing our innovative Conversational Growth Path (CGP) Maturity Model.

Responsibilities

• Collaborate with executive leaders to develop and refine the CX strategy that aligns with the business objectives of enterprise clients.
• Guide customers through various stages of CX maturity, from foundational automation to advanced AI-driven engagement.
• Analyze customer feedback and engagement metrics to identify opportunities for improvement and innovation in customer interactions.
• Design and implement best practices for leveraging our Conversational Cloud platform to enhance customer satisfaction and operational efficiency.
• Develop and present comprehensive reports to stakeholders that demonstrate the impact of CX initiatives on business outcomes.
• Lead and mentor a team of CX professionals, fostering a culture of excellence and continuous improvement.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field; MBA preferred.
• Proven experience in a senior CX leadership role, preferably within a technology or SaaS environment.
• Strong understanding of customer engagement strategies and tools, particularly those involving AI and automation.
• Exceptional analytical skills with the ability to translate data into actionable insights.
• Excellent communication and presentation skills, with the ability to effectively engage and influence senior stakeholders.
• Proven track record of developing successful CX strategies that drive measurable business results.

Benefits

• Fully remote work environment, allowing for flexibility and work-life balance.
• Competitive salary and performance-based bonuses.
• Comprehensive benefits package including health, dental, and vision insurance.
• Opportunities for professional development and continuous learning.
• A collaborative and innovative work culture that encourages creativity and growth.
• Access to cutting-edge technology and tools to facilitate your work.