About the job
ogcglobal seeks a Director of Customer Experience for a remote position supporting a major life insurance client. This role combines consulting leadership, program management, and team development. The Director will craft and deliver a customer experience strategy that transforms insights into measurable business results.
Role overview
This position requires both strategic vision and hands-on leadership. Acting as the primary consulting partner for senior client stakeholders, the Director guides the design, launch, and scaling of customer experience initiatives. Responsibilities span program design, analytics, and team management, always keeping CX efforts aligned with business objectives.
What you will do
CX program leadership
- Lead the full lifecycle of the customer experience program for a prominent life insurance client.
- Design and refine CX frameworks, measurement systems, and operational models.
- Translate customer insights into actionable business strategies.
- Ensure all CX activities support broader business goals.
- Drive ongoing improvement in CX metrics such as NPS, CSAT, and journey KPIs.
Client management and consulting
- Serve as the senior embedded CX advisor to client leadership.
- Build and maintain relationships with executives across marketing, product, operations, and service.
- Lead workshops, presentations, and strategy sessions with key stakeholders.
- Apply data-driven insights to influence client decisions.
- Identify and pursue opportunities to expand CX impact within the organization.
Team leadership and management
- Manage and develop a team of CX analysts, consultants, and researchers.
- Delegate tasks, set priorities, and ensure high-quality outcomes.
- Mentor team members and support their professional growth.
- Promote a collaborative, high-performance, and insight-driven culture.
Insights, analytics, and execution
- Oversee customer research projects, survey programs, and journey analytics.
- Maintain strong standards for data quality, methodology, and storytelling.
- Collaborate with data and analytics teams to uncover advanced insights.
- Present complex data through clear, executive-ready narratives and dashboards.
Program and stakeholder management
- Manage multiple CX projects and ensure timely delivery of results.
- Coordinate with both internal teams and client stakeholders.
- Maintain governance, reporting schedules, and thorough program documentation.
