Director of Customer Insights and Digital Experience

Director Of Customer Insights And Digital Experience

A better way to deliver care starts here! Headquartered in Scottsdale, AZ, The Joint Chiropractic is revolutionizing access to care by delivering high-quality, affordable chiropractic services in a convenient retail setting. As the largest operator, manager, and franchisor of chiropractic clinics in the U.S., The Joint delivers more than 12 million patient visits annually across nearly 1,000 locations. Recognized by Forbes, Fortune, and Franchise Times, we are leading a movement to make wellness care more accessible to all.

Position Summary At The Joint Chiropractic, understanding our customers and delivering a seamless, high-quality experience across every touchpoint is critical to driving sustainable growth. This role is about turning data into insight - and insight into action - while championing the voice of the customer and ensuring every digital interaction is intuitive, engaging, and aligned to their needs. We're looking for a Director of Customer Insights and Digital Experience to serve as the organization's expert on our customer - owning how we understand, define, and optimize the end-to-end customer journey.

Key Responsibilities

• Serve as the voice of the customer across the organization, developing a deep understanding of customer behaviors, needs, and preferences
• Own and continuously optimize the end-to-end customer journey across digital platforms, including website and mobile app
• Turn data into actionable insights that inform marketing strategy, customer experience improvements, and business decisions
• Develop customer segmentation, personas, and journey mapping to guide targeting, messaging, and experience design
• Partner with Marketing, IT, and Operations to translate insights into seamless, customer-centric experiences
• Oversee performance and optimization of digital platforms to improve engagement, conversion, and overall customer satisfaction
• Lead the strategy and evolution of marketing technology and data capabilities to better support customer understanding and personalization
• Analyze campaign and promotional performance to provide insights that improve effectiveness and customer impact
• Expand marketing automation and lifecycle engagement strategies across email, push, and in-app channels
• Ensure consistency and accuracy of digital touchpoints, including local listings, to support customer discovery and trust
• Integrate external partners and platforms into cohesive measurement and attribution frameworks

Qualifications

• Experience in customer insights, customer experience, digital marketing, or a related field
• Strong understanding of customer journey mapping, segmentation, and lifecycle strategy
• Experience leveraging CRM data, analytics, and digital platforms to drive customer-focused decisions
• Proven ability to translate customer insights into actionable strategies that improve experience and business outcomes
• Experience leading cross-functional initiatives across Marketing, IT, and Operations
• Familiarity with marketing technology ecosystems, digital analytics, and performance measurement
• Strong communication and influencing skills, with the ability to advocate for the customer at all levels of the organization
• Highly organized, strategic, and comfortable operating in a fast-paced environment

Compensation & Benefits

• Salary: $130k - $150k DOE
• Medical, Dental, Vision
• 401k w/company match
• PTO Accrual
• Complimentary Joint Membership

This role follows a hybrid schedule and will require an in-office presence at our Scottsdale, AZ headquarters at least three days per week (Tuesday-Thursday).