Director Customer Experience

Strategic Leadership & P&L Management Define and execute the CX practice strategy in alignment with market trends, client needs and organizational goals. Own the P&L for the CX practice, including budgeting, forecasting, and revenue optimization. Develop and implement go-to-market plans for CX solutions, including pricing, delivery models, and scalability. Drive continuous improvement and innovation in customer experience, leveraging technology, AI, and automation. Guide the team in partnering with client stakeholders to understand CX operational challenges and translate them into actionable solution designs. Collaborate with other solution leaders to create end-to-end architectures integrating technology, process optimization, and data-driven insights. Ensure solutions align with enterprise architecture principles and compliance standards.. Practice Operations & Service Delivery Leadership Oversee and ensure excellence across all CX operational areas, including: Customer Support Operations Contact Center Management Technical Support Leadership Client Engagement & Delivery Excellence Practice Management Required Qualifications Education Bachelor’s degree in business, Technology, or related field; MBA preferred. Experience 12+ years in customer service, operations, or digital transformation roles. Proven track record of managing P&L and delivering profitable growth. Experience in contact center operations, technical support, and service delivery. Strong leadership and stakeholder management skills. Financial acumen for budgeting, forecasting, and revenue optimization. Excellent communication and negotiation skills. #J-18808-Ljbffr Insight Global