Director, CX Systems & Insights

About the role

The Director, Customer Experience Systems & Insights is responsible for designing, scaling, and optimizing systems that shape and provide insight into the end-to-end customer journey and associated leading and lagging indicators of success. This role will translate company priorities into CX initiatives and into day-to-day operational reality through managing the tool stack and budget, implementing AI and self-service automation and governance, and overseeing metrics and reporting for the leadership team and Board.

Reporting into the Chief Customer Experience Officer, this role is both systems and process-focused, working closely with the CX leadership team as internal customers for prioritization, sequencing, and metrics and analytics to drive and influence decision-making.