Customer Experience Director

Job Description

Join a leading consulting firm as a Customer Experience Director, spearheading CX initiatives for a major life insurance client. Develop and refine CX frameworks, measurement systems, and operating models. Translate customer insights into actionable business strategies, aligning CX initiatives with overarching business objectives. Drive continuous improvement in CX metrics, including NPS and CSAT. Act as a senior CX advisor to client leadership, building strong relationships across departments. Lead strategic sessions and mentor team members, ensuring timely delivery of high-quality outputs.

Qualifications

1. 8-12+ years of experience in Customer Experience, Management Consulting, or Customer Insights roles 2. Proven experience leading CX programs for large, complex organizations (insurance or financial services preferred) 3. Strong background in consulting or embedded client-facing roles 4. Experience managing teams and developing talent 5. Deep understanding of CX methodologies, journey mapping, and customer research 6. Strong quantitative and analytical skills (Excel, BI tools, survey platforms; SQL/Python a plus) 7. Excellent executive communication and storytelling skills 8. Ability to operate in a fast-paced, client-facing environment with multiple stakeholders

Benefits

- Professional development - Flexible work arrangements