Director, CX Strategy

Accountabilities:: Design and establish a centralized Voice of Client (VoC) program from the ground up, including its overall strategy, architecture, operating model, governance framework, roadmap, and performance measures. Define and implement a comprehensive client feedback strategy that collects, connects, structures, and analyzes insights from multiple sources, including surveys, customer support interactions, client success notes, product usage, online reviews, sales feedback, interviews, retention indicators, and operational data. Evaluate Voice of Customer platforms, CX analytics solutions, text analytics tools, client intelligence systems, workflow technologies, and reporting platforms to define requirements and recommend scalable technology architecture. Lead the selection and implementation planning of appropriate tools and systems in collaboration with relevant stakeholders. Develop an insights framework that transforms fragmented client feedback into reliable, decision-ready recommendations for Product and Engineering, Client Experience, Support, Client Success, Marketing, Operations, and executive leadership. Establish governance structures, ownership models, dashboards, escalation procedures, and closed-loop feedback processes to ensure customer insights consistently inform business decisions. Lead high-impact Client Experience optimization initiatives from initial problem identification and analysis through recommendations, execution, performance measurement, and follow-up. Partner with senior executives and cross-functional teams to prioritize improvement opportunities, resolve competing priorities, and align customer insights with broader business objectives. Promote accountability and operational excellence by establishing clear responsibilities, timelines, performance indicators, and follow-through mechanisms. Coach and influence colleagues through effective communication, strong operating discipline, and consistent execution standards. Define success metrics and continuously assess the effectiveness of the VoC program, ensuring that feedback translates into measurable improvements in client satisfaction, retention, and overall business performance. Requirements: At least 12 years of professional experience in Customer Experience, Voice of Client (VoC), Voice of Customer (VoC), customer insights, strategy, operations, or a related discipline. Significant experience designing, building, or fundamentally transforming Voice of Customer programs, including developing program architecture rather than simply managing an existing initiative. Strong understanding of omnichannel customer feedback strategies and the ability to integrate qualitative and quantitative data into a reliable, comprehensive insights framework. Demonstrated ability to assess technology platforms, systems, data flows, reporting requirements, and operational processes to design scalable VoC solutions. Exceptional executive communication and presentation skills, with the ability to translate complex customer insights into clear recommendations, strategic trade-offs, and actionable plans. Proven ability to lead complex cross-functional initiatives independently, influence stakeholders, and drive organizational change without relying on formal managerial authority. Strong operational mindset, exceptional accountability, and a consistent ability to translate strategic plans into measurable outcomes. Advanced analytical and data-driven decision-making skills, with the ability to define priorities, evaluate business performance, measure impact, and continuously improve processes. Excellent judgment and adaptability when navigating ambiguous situations, including the ability to identify when to escalate issues, challenge assumptions, simplify processes, or make independent decisions. Strong organizational and project management skills, with the ability to manage multiple initiatives and maintain momentum across different teams. Nice to Have: Experience with VoC, CX analytics, text analytics, client intelligence, workflow, or reporting platforms such as Qualtrics, Medallia, Gainsight, Salesforce, Zendesk, Tableau, Power BI, or Looker. Familiarity with AI-assisted analytics, text analysis, and automated summarization tools to identify customer themes, validate patterns, and improve the quality of insights. Experience developing closed-loop customer feedback systems that connect insights directly to improvements in products, services, operations, and customer retention. Previous experience in SaaS, payments, fitness technology, member experience, or multi-product platform environments. Experience coaching, mentoring, or informally leading team members, with an interest in developing into a people leadership position as the program grows. Benefits: Annual base salary: $128,000–$152,000 USD, depending on experience, qualifications, skills, geographic location, and market considerations. Potential eligibility for additional compensation, including bonuses, commissions, equity, or other incentive programs, where applicable. Open paid time off (PTO) policy, offering flexibility in managing personal and professional commitments. Quarterly Days of Disconnect, providing a company-wide day off to promote rest and work-life balance. Parental leave and Pawternity leave to support employees as their families grow. Quarterly fitness reimbursement to support personal health and wellness goals. Comprehensive medical, dental, and vision insurance coverage. Employee Assistance Program (EAP) for additional personal and professional support. Premium Calm App subscription, including access for up to four dependents aged 16 and older. Ongoing learning, professional development, and training opportunities. Inclusive, collaborative, and values-driven working environment. Fully remote working arrangement within the United States.