Customer Experience Program Director

Overview Summary:

Strategic, highly cross-functional leader and senior individual contributor responsible for defining and running the enterprise Voice-of-the-Customer (VOC) and customer experience strategy. This person will own CX measurement and executive engagement, translate customer insight into prioritized business outcomes, and lead journey design and governance across Sales, CS, Implementations, Support and Product. Must be comfortable presenting to executives, designing KPIs and governance, and rolling up their sleeves to operationalize programs. This role is ideal for a leader who combines strategic vision with strong execution skills — able to design VOC programs and also set up the daily processes, governance, and cross-functional delivery required to scale CX outcomes. Responsibilities Core responsibilities

VOC & Listening Strategy:

Design/own the lifecycle listening program (NPS, CSAT, CES, qualitative feedback) and lead the Qualtrics migration and operationalization of survey design, sampling, and closed-loop workflows.

CX Measurement & Analytics:

Build and maintain a CX KPI scorecard and dashboards that tie

NPS/CSAT/KPI

signals to retention, expansion, and time-to-value. Translate quantitative and qualitative insight into executive-ready recommendations.

Executive Engagement:

Partner with Customer Success and Sales leadership to develop and execute on customer-facing executive engagement strategies and targets.

Customer Journey & Experience Design:

Lead end-to-end journey mapping for priority journeys (onboarding/implementation handoff, support, renewal/expansion), define friction points, and design measurable remediation playbooks.

Programs & Events:

Own RealWorld customer experience station at RealExpo and other customer experience activations; ensure these touchpoints align to strategy and capture insight.

Cross-functional Leadership & Governance:

Convene cross-functional stakeholders, run CX governance (roadmap prioritization, intake, success metrics), and partner with CS Ops for program delivery and delegation.

Reporting & Insights:

Own executive and board-level CX storytelling and reporting (CEO/SVP/board). Produce operational reports that measure

CSAT/NPS

trends, response rates, remediation cycle time, and program ROI.

Continuous Improvement:

Maintain CX tool/market best-practice pulse; drive change management and adoption for CX processes. Qualifications Required qualifications & experience 6-10+ years in CX, customer insights, program management within a SaaS environment. Deep experience owning VOC programs (NPS/CSAT), survey design, and multi-channel listening posts. Strong program and project management background with hands-on experience implementing VOC and journey mapping. Strong analytics background — comfortable with statistical analysis, journey analytics and translating data to story. Track record presenting to senior/executive audiences and driving cross-org alignment without direct authority. Excellent stakeholder management, facilitation, and program governance skills. Strong written/verbal communication and stakeholder collaboration skills. Proficiency with survey platforms (Qualtrics strongly preferred), CRM/CS tools (Salesforce, Churn Zero strongly preferred) and dashboarding tools (PowerBI strongly preferred Pay Range USD $121,000.00 - USD $206,000.00 /Yr.