Senior Director, Customer Experience Strategy

Customer Experience Strategy:

• Partner with C-level executives to define enterprise-wide CX transformation strategies using LivePerson's Conversational Growth Path Maturity Model.
• Lead customer workshops and develop multi-year roadmaps that align AI investments with business objectives.
• Drive adoption of conversational AI and measure business outcomes across customer satisfaction, operational efficiency, and revenue growth.

Leadership and Analytics:

• Oversee Data Analytics and Conversational Design organizations to deliver insight-driven recommendations.
• Establish design standards and best practices for conversational experiences.
• Manage a team of analysts and conversation designers to optimize customer journeys.

Executive Engagement:

• Present strategic recommendations to executive leadership, including CIOs, CMOs, and Heads of Customer Experience.
• Build repeatable methodologies and playbooks that scale across the organization.
• Collaborate with Sales, Product, and Customer Success teams to ensure customer success.