CX Strategy Director

thelab

Director of CX Strategy at thelab aligning design, business goals, and customer insights. Leading the development of product roadmaps and collaborating cross-functionally.

Posted 4/17/2026full-timeNew York City • New York • 🇺🇸 United StatesLead💰 $155,000 per yearWebsite

About the role

Key responsibilities & impact

Build design-informed roadmap; ensure design has early input
Synthesize customer insights into design briefs
Run discovery session, lead design strategy, present roadmaps with research-backed rationale
Bridge alignment with design, product, engineering around outcomes
Develop deep ecommerce expertise (conversion optimization, funnel clarity, personalization, product discovery)
Help build secondary B2B experiences (user adoption, workflow clarity, enterprise workflows)

Requirements

What you’ll need

8+ years in design, product strategy, or UX leadership roles
5+ years of hands-on executional experience with ecommerce and/or B2B digital products
Proven track record managing stakeholder relationships and presenting to senior leadership
Strong research literacy — can read analytics, synthesize user research, and translate findings into strategy
Portfolio or case studies demonstrating strategic thinking (not just beautiful design)
Excellent communication skills: explain design rationale clearly to non-designers and clients
Comfortable with ambiguity — can shape direction without requiring perfect specs upfront
Understanding of design principles and craft — you respect design and understand what excellence looks like, even if you don't execute it.

Benefits

Comp & perks

Comprehensive health, dental, vision insurance
401(k) with company match
Unlimited PTO
Hybrid work Tues-Thurs in Madison Square Office
Latest UX tools and technology

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ecommerceB2B digital productsconversion optimizationfunnel claritypersonalizationproduct discoveryuser researchanalyticsdesign principlesstrategic thinking

Soft Skills

communication skillsstakeholder managementleadershipresearch literacyadaptabilitycollaborationproblem-solvingpresentation skillsuser adoptionworkflow clarity