Head of Customer Experience

We are seeking a seasoned Head of Customer Experience to lead a high-impact, embedded customer experience (CX) program within a Fortune 500 company. 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 Own and lead the end‑to‑end CX program for a major 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 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 Key Requirements 6-10 years of experience in Customer Experience, Management Consulting, or Customer Insights roles Proven experience leading CX programs for large, complex organizations 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 #J-18808-Ljbffr