[Hiring] Director, CX Strategy @ABC Financial Services

Role Description

We are hiring a Director, CX/VOC Strategy to build ABC’s first centralized Voice of Client program. This is an individual contributor role reporting to the VP, Client Experience. You will design the program architecture, define the client signal strategy, evaluate tool and system options, build the operating rhythm, and ensure client insights become clear decisions, accountable owners, and measurable improvements.

This role is ideal for a senior CX strategy leader who has built VoC programs before, thrives in ambiguity, communicates credibly with executives, and can drive cross-functional change without relying on formal authority. Over time, this role may evolve into people leadership as the program and team scale.

What you'll do

• Build ABC’s centralized Voice of Client program from the ground up, including the strategy, operating model, governance, roadmap, and success measures.
• Define how client feedback is collected, structured, connected, analyzed, and activated across multiple signal sources, including surveys, support interactions, client success notes, product usage, reviews, sales feedback, interviews, retention signals, and operational data.
• Evaluate VoC, CX analytics, text analytics, client intelligence, workflow, and reporting tools; define system requirements; recommend scalable architecture; and lead tool/system selection with key stakeholders.
• Create the insights layer that turns fragmented client feedback into trusted, decision-ready recommendations for Product/Engineering, Client Experience, Support, Client Success, Marketing, Operations, and senior leadership.
• Establish governance forums, ownership models, dashboards, escalation paths, and closed-loop processes that make client feedback part of how ABC makes decisions.
• Own and drive high-impact Client Experience optimization workstreams from problem definition through recommendation, execution, measurement, and follow-through.
• Partner with senior leaders and cross-functional teams to prioritize opportunities, resolve tradeoffs, and connect client insights to business outcomes.
• Coach and influence other team members through strong operating discipline, clear communication, and high standards for follow-through.

Qualifications

• 12+ years of experience in Client Experience, Voice of Client / Voice of Customer, client insights, strategy, operations, or a related discipline, including significant experience building or redesigning VoC programs.
• Demonstrated experience designing VoC program architecture, not only operating an existing program.
• Strong fluency with omnichannel client signal design, including how to connect qualitative and quantitative feedback into a trusted insight system.
• Ability to evaluate tools, systems, data flows, reporting needs, and operating processes to recommend scalable VoC architecture.
• Executive-ready communication skills, with the ability to translate complex client signals into clear recommendations, tradeoffs, and action plans.
• Proven ability to lead cross-functional initiatives with minimal oversight and without formal authority.
• Strong operational mindset, high accountability, and a high say/do ratio.
• Ability to use data to define priorities, make decisions, measure impact, and improve how teams operate.
• Sound judgment in ambiguous situations, including knowing when to escalate, challenge, simplify, or make a decision.

Requirements

• Experience with VoC, CX analytics, text analytics, client intelligence, workflow, or reporting platforms such as Qualtrics, Medallia, Gainsight, Salesforce, Zendesk, Tableau, Power BI, Looker, or similar tools.
• Experience using AI-assisted analysis, text analytics, or summarization tools to identify client themes, validate patterns, and improve insight quality.
• Experience building closed-loop feedback systems that connect insights to product, service, operational, or retention improvements.
• Experience in SaaS, payments, fitness technology, member experience, or multi-product platform environments.
• Experience coaching or informally leading team members, with interest in future people leadership as the program scales.

Benefits

• Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset.
• Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
• Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam.
• Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
• Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement.
• Medical/Dental/Vision coverage.
• EAP – we get you help when you need it. Period.
• Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16.
• And more! – so many benefits we couldn’t even fit them all here!