Customer Experience Director

OGC Global

CX Director managing customer experience program for life insurance client. Overseeing strategy execution, team leadership, and client consulting in a consulting firm.

Posted 4/26/2026full-timeRemote • Pennsylvania • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

PythonSQL

About the role

Key responsibilities & impact

Own and lead the end-to-end CX program for a major life insurance 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.)
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
Mentor team members and support their professional growth
Oversee customer research, survey programs, and journey analytics
Manage multiple CX work streams and ensure timely delivery of outputs

Requirements

What you’ll need

8–12+ years of experience in Customer Experience, Management Consulting, or Customer Insights roles
Proven experience leading CX programs for large, complex organizations (insurance or financial services preferred)
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

Benefits

Comp & perks

Professional development
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer ExperienceCX frameworksCX metricsjourney mappingcustomer researchquantitative skillsanalytical skillsExcelBI toolsSQL

Soft Skills

leadershipcommunicationstorytellingmentoringrelationship buildingstrategic thinkingteam managementstakeholder engagementcontinuous improvementclient-facing