Customer Experience Director - Remote

Overview

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.

In Short

• 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.)
• Serve as the senior embedded CX advisor to client leadership teams
• Manage and develop a team of CX analysts / consultants / researchers
• Oversee customer research, survey programs, and journey analytics
• Manage multiple CX work streams and ensure timely delivery of outputs
• Identify risks, dependencies, and escalation paths proactively

Requirements

• 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

Benefits

• Competitive salary and benefits package
• Opportunity to lead impactful CX initiatives
• Collaborative work environment
• Professional development opportunities
• Work with a diverse team of experts