The Director of CX is responsible for consulting with organizations to optimize and improve their Customer Experience (CX) programs. This role involves a blend of management analysis, strategic planning, and project execution to identify opportunities for improving organizational efficiency and customer-centric operations and approach. This role will provide data-driven insights, recommend solutions, and implement strategies and initiatives to enhance customer satisfaction and drive business growth.

Specific Responsibilities:

• Review client CX data regularly to identify trends, issues, or opportunities for improvements.

• Conduct meetings with clients to review progress, provide updates, and discuss strategic adjustments.

• Collaborate internally with team members to ensure deliverables are on track and aligned with client expectations.

• Oversee the preparation and finalization of client reports, ensuring accuracy and clarity of data insights.

• Provide ongoing support to the team in troubleshooting project challenges and refining processes for efficiency.

Educational and Experience Requirements

Master’s degree in Business, Psychology or related social science degree and 2 years experience as a management analyst or market research analyst. Experience or skills must include:

• Data Analysis: Experience utilizing data to drive measurable improvements in customer satisfaction.

• Analytical Skills: Experience interpreting datasets to generate actionable insights.

• Presentation: Experience delivering presentations to stakeholders and clients.

• Required Tools: Medallia, Qualtrics, Decipher, SPSS, and/or Excel.

Travel Requirements: 2-4 trips per year within the United States of 3-5 days for professional conferences, client meetings and internal team meetings.