Senior Director, CX Strategy

📋 Description

• Location: Santa Clara, CA. On-site four days/week. No remote/hybrid outside Bay Area.
• Lead a small, senior team focusing on customer sentiment measurement and customer journey analysis.
• Own end-to-end NPS methodology, journey model, CX investment agenda, and executive storytelling.
• Provide cross-functional influence with Product, Sales, Support, and Marketing to move the CX score.
• Manage a three-person team and set high standards for the work and scope.

🎯 Requirements

• 12+ years in customer experience strategy, corporate strategy, or management consulting (8+
• Direct ownership of an NPS/VoC program at enterprise scale with survey design and defendable
• Experience building customer journey or lifecycle frameworks that drive investment decisions.
• Enterprise B2B or SaaS background; understands subscription economics and post-sale dynamics.
• Strong quantitative skills and ability to derive insights from data before analysis.
• Executive communication skills, capable of influencing skeptical leaders; leadership of small

🎁 Benefits

• Equity and advancement opportunities
• Inclusive, AI-driven culture; Fortune coverage