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Senior Director Analyst, Customer Experience – Marketing & Communications Practice
Location
Texas
Posted
2 days ago
Salary
$172K - $202.5K / year
Seniority
Senior
Job Description
Job Requirements
- Bachelor's degree or equivalent experience; Graduate degree preferred
- 12+ years of relevant functional experience in Customer Experience or Marketing leadership, with a focus on the full customer journey (Acquisition, Loyalty, and Advocacy)
- Proven ability to design CX governance frameworks and address the 'Say/Do' gap through data-driven customer centricity
- Deep understanding of how AI transforms CX deliverables (personas, journey maps) and the strategic implications of Machine Customers
- Expertise in the CX MarTech landscape, including Voice of the Customer (VoC) platforms, Customer Journey Analytics, and Digital Experience Platforms (DXPs)
- Demonstrated ability to calculate CX ROI and link experience initiatives to financial outcomes using CLV, NPS, CSAT, and Customer Effort Score
- Experience across multiple business models including B2B, B2C, B2B2C, and B2G
- Strong organizational skills; ability to work under tight deadlines and produce high quality deliverables
- Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions
- Subject matter expert comfortable presenting at large and small-scale speaking engagements
- Willingness and ability to travel up to 25% (where applicable)
Benefits
- Health insurance
- 401(k) matching up to $7,200 per year
- Generous PTO
- Opportunity to purchase company stock at a discount
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