Senior Director of Customer Experience

Role overview

Statusknowledge Consulting & Services is hiring a full-time, remote Senior Director of Customer Experience to own the organization’s customer experience vision from end to end. The position focuses on shaping how customers move through the journey, interact with the company at different touchpoints, and experience service quality at every stage.

What you will do

You will lead the ongoing design, delivery, and refinement of customer experience programs that strengthen loyalty, repeat business, and customer advocacy. This includes working closely with operations, product, sales, and marketing teams to ensure CX priorities support overall business goals.

On a regular basis, you will study customer feedback and performance data, identify friction points, set priorities for improvement, and drive initiatives that raise satisfaction and service standards. You will also coach and support customer-facing teams, define consistent best practices, and share recommendations and findings with senior leadership.

Qualifications and experience

The role calls for a strong customer-first mindset and a solid background in customer experience, customer service, and customer satisfaction improvement. The ideal candidate should have a history of influencing key customer metrics and leading service enhancements.

You should bring proven leadership experience across teams, including remote or cross-functional groups, along with the ability to coach managers and build a culture of ownership and collaboration. Strong analytical ability is important, especially for working with customer data, defining KPIs, spotting trends, and turning insights into practical action plans.

The role is best suited to someone with significant experience in a senior customer experience, customer success, or service leadership position, preferably within consulting, professional services, or a technology-oriented business. Excellent communication and stakeholder management skills are essential, especially for influencing decisions and presenting to executive leaders.

You should also be comfortable designing and improving customer journeys, operational processes, and service policies to support consistent, scalable delivery. Because the role is remote, strong self-management and organizational discipline are important. A bachelor’s degree in Business, Management, Marketing, or a related discipline is required, and an advanced degree or relevant customer experience/service management certification is an added advantage.

Additional information

This is a remote position based in the United States. No salary, stipend, application deadline, start date, or vacancy count was specified in the source.