Senior Director, CX Strategy

📋 Description

• Own NPS end to end: methodology, sampling, cadence, and segmentation.
• Define the journey and lifecycle model: map moments that matter, locate where experience breaks
• Convert diagnosis into a ranked set of fixes with named owners, sized value, and a way to measure
• Provide executive and board-level narrative on customer experience into planning cycles, QBRs, and
• Drive cross-functional influence with Product, Customer Excellence, Sales, Support, and Marketing.
• Lead a three-person team, setting standards and giving two strong people real scope.

🎯 Requirements

• 12+ years of relevant experience (or 8+ post-MBA), spanning customer experience strategy, corporate
• Direct ownership of an NPS or VoC program at enterprise scale, including survey design and
• Demonstrated work building customer journey or lifecycle frameworks that changed company investment.
• Enterprise B2B or SaaS background; comfort with subscription economics, renewal and expansion
• Strong quantitative skills.
• Executive communication that holds up in the room, including with skeptical functional leaders.

🎁 Benefits

• Base pay of $240,800 - $433,400 plus equity (when applicable), variable/incentive compensation.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• ESPP, matching donations, flexible time away plan, family leave programs.