Job Description
Description
About the Role
We are seeking a seasoned CX Director to lead a high-impact, embedded customer experience (CX) program within a leading life insurance client. In this role, you will act as a strategic advisor and hands-on program leader, responsible for shaping, executing, and scaling the client’s CX strategy while managing a multidisciplinary team and serving as the primary consulting partner to senior stakeholders. This role blends consulting leadership, program management, team leadership, and client relationship ownership, with a strong focus on turning customer insights into measurable business impact.
Key Responsibilities:
CX Program Leadership
Own and lead the end-to-end CX program for a major life insurance client
Design and evolve CX frameworks, measurement systems, and operating models
Translate customer insights into clear, actionable business recommendations
Ensure alignment between CX initiatives and broader business strategy and goals
Drive continuous improvement of CX metrics (NPS, CSAT, journey KPIs, etc.)
Client Management & Consulting
Serve as the senior embedded CX advisor to client leadership teams
Build trusted relationships with executives across marketing, product, operations, and service
Lead workshops, presentations, and strategic sessions with stakeholders
Influence decision-making through data-driven storytelling and insights
Identify new opportunities to expand CX impact within the organization
Team Leadership & Management
Manage and develop a team of CX analysts / consultants / researchers
Allocate work streams, set priorities, and ensure high-quality delivery
Mentor team members and support their professional growth
Foster a high-performance, collaborative, and insight-driven culture
Insights, Analytics & Execution
Oversee customer research, survey programs, and journey analytics
Ensure rigorous data quality, methodology, and storytelling standards
Partner with data and analytics teams to derive advanced insights
Translate complex datasets into executive-ready narratives and dashboards
Program & Stakeholder Management
Manage multiple CX work streams and ensure timely delivery of outputs
Coordinate across internal teams and client stakeholders
Maintain governance, reporting cadences, and program documentation
Identify risks, dependencies, and escalation paths proactively
Requirements
8–12+ years of experience in Customer Experience, Management Consulting, or Customer Insights roles
Proven experience leading CX programs for large, complex organizations (insurance or financial services preferred)
Strong background in consulting or embedded client-facing roles
Experience managing teams and developing talent
Deep understanding of CX methodologies, journey mapping, and customer research
Strong quantitative and analytical skills (Excel, BI tools, survey platforms; SQL/Python a plus)
Excellent executive communication and storytelling skills
Ability to operate in a fast-paced, client-facing environment with multiple stakeholders
