Director, CX Data Platforms & Action Systems

Role Description

The Director, CX Platforms & Action Systems owns the CX technology and data backbone that powers customer understanding and CX decision-making. This role ensures CX platforms, analytics, and data science operate as a single, coherent capability that leaders trust and teams act on.

This leader brings deep CX platform expertise together with strong data science fluency, enabling faster, more confident decisions grounded in customer and business outcomes. This role requires direct, hands-on experience building CX and data platforms (data models, pipelines, logic, and systems) — not solely leading or overseeing delivery.

Agentic CX implementation experience is essential to unify Voice of Customer (VoC) signals and enable automated, scalable insight-to-action systems across the enterprise.

What You’ll Be Doing

• Designing and building CX platform capabilities that connect customer signals to decisions and actions
• Defining how signals translate into prioritization, ownership, and measurable outcomes
• Player-coach leadership with direct, hands-on engagement alongside analysts, data scientists, and engineers to design, build, and refine analytical approaches, models, and decision logic
• Translating complex data into insights that drive business decisions, prioritization, and execution
• Ensuring analytics are interpretable, financially grounded, and tied to customer and business outcomes
• Owning CX data quality, integration, and governance across structured and unstructured sources
• Identifying and resolving issues related to data bias, signal reliability, and representativeness
• Aligning CX data capabilities with enterprise data architecture while maintaining speed and flexibility
• Driving agentic or automated CX capabilities that enable scalable, real-time action
• Operating with a strong bias toward speed and iteration delivering MVP solutions quickly and expanding over time

This is a hands-on leadership role requiring direct engagement in platform design, data modeling, analytical logic, prioritization frameworks, and system execution not purely strategic oversight.

Non-Negotiable Requirements

• Proven experience personally building CX or data platforms, including data pipelines, data models, logic, or decisioning systems
• Demonstrated ability to translate customer signals into concrete actions and business decisions, not just insights or reporting
• Experience operating in resource-constrained environments, with limited reliance on centralized data or engineering teams
• Strong orientation toward speed, iteration, and MVP delivery (building in phases vs. waiting for full-scale solutions)
• Hands-on engagement with data, analytics, and system design, not solely leading teams

This Role Is Not a Fit If

• You primarily manage VoC programs, surveys, or dashboards without building underlying systems
• Your experience is focused on reporting and insights without driving operational action or decision change
• You rely heavily on centralized data, engineering, or BI teams for execution
• Your role has been primarily strategic or oversight-based without hands-on system involvement

What You’ll Need to be Successful

• Bachelor’s degree required; degree in analytics, data science, or related field preferred
• 8+ years of experience in CX platforms, analytics, or data strategy
• Experience with agentic CX or automation-driven customer experience systems
• Strong hands-on experience with data modeling, data pipelines, or analytical logic development
• Deep familiarity with CX platforms and journey analytics tools
• Strong grounding in data science concepts and applied analytics
• Ability to translate data into CX and business decisions

Benefits

• Medical, dental, and vision
• HSA contribution and match
• Dependent care FSA match
• Uncapped paid time off
• Paid parental leave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing education & tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives