Customer Experience Director
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Job Description
CX Director managing customer experience program for life insurance client. Overseeing strategy execution, team leadership, and client consulting in a consulting firm.
Responsibilities:
- Own and lead the end-to-end CX program for a major life insurance client
- Design and evolve CX frameworks, measurement systems, and operating models
- Translate customer insights into clear, actionable business recommendations
- Ensure alignment between CX initiatives and broader business strategy and goals
- Drive continuous improvement of CX metrics (NPS, CSAT, journey KPIs, etc.)
- Serve as the senior embedded CX advisor to client leadership teams
- Build trusted relationships with executives across marketing, product, operations, and service
- Lead workshops, presentations, and strategic sessions with stakeholders
- Mentor team members and support their professional growth
- Oversee customer research, survey programs, and journey analytics
- Manage multiple CX work streams and ensure timely delivery of outputs
Requirements:
- 8–12+ years of experience in Customer Experience, Management Consulting, or Customer Insights roles
- Proven experience leading CX programs for large, complex organizations (insurance or financial services preferred)
- Strong background in consulting or embedded client-facing roles
- Experience managing teams and developing talent
- Deep understanding of CX methodologies, journey mapping, and customer research
- Strong quantitative and analytical skills (Excel, BI tools, survey platforms; SQL/Python a plus)
- Excellent executive communication and storytelling skills
- Ability to operate in a fast-paced, client-facing environment with multiple stakeholders
Benefits:
- Professional development
- Flexible work arrangements
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