Customer Experience Director

About the Role
We are seeking a seasoned CX Director to lead a high-impact, embedded customer experience (CX) program within a leading life insurance client. In this role, you will act as a strategic advisor and hands-on program leader, responsible for shaping, executing, and scaling the client’s CX strategy while managing a multidisciplinary team and serving as the primary consulting partner to senior stakeholders. This role blends consulting leadership, program management, team leadership, and client relationship ownership, with a strong focus on turning customer insights into measurable business impact.

Key Responsibilities:

CX Program Leadership

• 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.)

Client Management & Consulting

• 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

• Influence decision-making through data-driven storytelling and insights

• Identify new opportunities to expand CX impact within the organization
  

Team Leadership & Management

• Manage and develop a team of CX analysts / consultants / researchers

• Allocate work streams, set priorities, and ensure high-quality delivery

• Mentor team members and support their professional growth

• Foster a high-performance, collaborative, and insight-driven culture
  

Insights, Analytics & Execution

• Oversee customer research, survey programs, and journey analytics

• Ensure rigorous data quality, methodology, and storytelling standards

• Partner with data and analytics teams to derive advanced insights

• Translate complex datasets into executive-ready narratives and dashboards
  

Program & Stakeholder Management

• Manage multiple CX work streams and ensure timely delivery of outputs

• Coordinate across internal teams and client stakeholders

• Maintain governance, reporting cadences, and program documentation

• Identify risks, dependencies, and escalation paths proactively

• 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