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The Director, Customer Experience (CX) is responsible for implementing and optimizing customer experience strategies across platforms, products, and departments. This role supports the design and delivery of consistent, user-centric journeys by translating customer insights into actionable initiatives. The CX Manager partners closely with product, UX/UI, marketing, and digital development teams to improve usability, accessibility, and satisfaction throughout the digital customer lifecycle.

JOB RESPONSIBILITIES 

Customer Experience Strategy & Customer Journey:

Build Personas & Conduct Customer Research: Develop detailed customer personas and conduct in-depth research to understand user behaviors, preferences, and pain points across diverse markets. Synthesize insights into actionable recommendations for cross-functional teams, ensuring that customer experiences are tailored to local and national markets.

Future-State Customer Journey: Design and own the future-state customer journey. Accountable for ensuring that each digital product enables the customer journey. Build KPIs for customer engagement touchpoints to measure value delivered.

Define, Measure, and Report CX KPIs: Establish and track CX-related KPIs, such as NPS, CSAT, and CES. Measure performance and report insights to senior leadership to enable data-driven decision-making.

Manage User Interface Design: Oversee and manage design and build of wireframes, prototypes, and strategies that drive intuitive, inclusive user experiences. Ensure designs meet accessibility standards, conducting accessibility compliance reviews to ensure inclusivity.

Oversee Usability Testing: Perform regular usability testing to refine product interactions and gather direct feedback for continuous improvement.

Manage and Maintain Customer Experience Landscape: Manage and maintain digital products and platforms to deliver the customer journey and enhance customer experience

Manage and Maintain Design Systems: Manage and maintain design systems (e.g. InVision, Adobe) to ensure consistency across digital products and platforms.

Collaboration & Cross-Functional Engagement:

Collaborate with Digital Leaders: Collaborate with the Digital Leaders to develop and implement the CX strategy and future-state customer journey. Analyze customer touchpoints, identify pain points, and guide CX improvements that align with Digital strategy.

Collaborate with Development Manager: Collaborate with Digital Development Managers to design, develop, and test CX features across digital products.

Collaborate with Product and Cross-Functional Teams: Work closely with Product Managers and other leaders to align on CX feature development and ensure that customer insights are incorporated into product roadmaps and vision.

Manage, Mentor and Coach CX and UI/UX designers: Manage and mentor a team of CX designers and UI/UX designers, providing strategic direction, fostering collaboration, and ensuring high-quality, customer-centric design execution across all touchpoints.

KEY GOALS AND OBJECTIVES

Enhance Customer Experience and Increase Adoption: Deliver customer experiences that increase digital product adoption, drive higher customer satisfaction and improve NPS and relevant scores.

Improve Customer Retention: Address customer journey pain points and design solutions that proactively meet customer needs (including local markets), increase satisfaction and reduce churn.

Improve and Standardize User Interfaces: Improve and standardize user interfaces, experiences, and journeys across the customer engagement spectrum. Identify and develop customer experiences to support upsell, cross-sell, and new revenue generation opportunities.

Enable Cross-Functional Teams to Act on Customer Insights: Ensure customer insights are actionable, clearly communicated, and integrated into the roadmap of product delivery.

Adherence to Standards: Establish and drive adherence to visual and presentation standards/guidelines (e.g. usability, inclusivity, and brand consistency) across all channels.

MINIMUM REQUIREMENTS

Education

A bachelor’s degree in customer experience, UX design, psychology, marketing, or a related field is required.

Master’s degree preferred.

Certifications in Design Thinking, Human-Centered Design, or UX (e.g., LUMA, Nielsen Norman Group) preferred.

Experience

5 years of relevant experience in digital CX, UX, or customer journey mapping.

1–2 years of experience leading small project teams or managing CX design efforts.

Experience with customer research, CX metrics, and multichannel experience design preferred.

Knowledge, Skills and Abilities

Familiarity with design systems, accessibility compliance, and CX measurement frameworks.

Working knowledge of UX best practices, Agile workflows, and digital product development.

Proficient in CX tools (Figma, InVision, Adobe Suite, analytics dashboards).

Strong interpersonal and communication skills; ability to influence cross-functional teams.

Customer-centric mindset with strong problem-solving skills.

WORK CONDITIONS

Work Environment

Work indoors and or outdoors during all seasons and weather conditions

Comply with the Corporate dress code policy

Work Postures

Sitting continuously for many hours per day, up to 6 hours per day

Climbing stairs to access buildings frequently

Physical Demands

Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

Working beyond “standard” hours as the need arises

Travel up to 25%

Postal Code: 77019

Category (Portal Searching): Marketing and Advertising

Job Location: US-TX - Houston