Director, CX Systems & Insights

About the role

Leaders set direction and build the conditions for their teams to succeed. They hire, coach, and hold people accountable. Leadership work spans strategy, communication, and decision making. Effective leaders give clear context and remove obstacles for the people who report to them. Leadership roles are measured by team outcomes, retention, and delivery. Most organizations expect leaders to be visible, predictable, and generous with context.

Key facts

What you'll do

Systems and processes turn customer journey data into actionable insight, and the infrastructure is architected to support this transformation.

Customer engagement data and operational workflows merge into a unified view that enables decision-making across the organization.

Tool selection and implementation convert stakeholder needs into optimized technology and governance aligned with strategic priorities.

Executive dashboards transform complex metrics into clear trends and business insights that guide leadership decisions.

Adoption of the CX platform is driven through training, enablement sessions, and alignment with critical operational workflows.

A repeatable intake and sequencing framework is built to manage delivery dates, scope, and customer expectations proactively.

The tech stack is continuously optimized to serve both the CX team and cross-functional partners effectively.

Data reporting infrastructure is maintained to provide executive leadership with reliable, timely performance visibility.

Salesforce, Hubspot, Zendesk, Gong, Klient, Wrike, and Churnzero are used to manage the end-to-end customer experience.

Analysts or coordinators are managed to ensure operational workflows remain scalable and effective.

AI applications are used to build and refine customer-facing and internal processes.

Credentials such as CCXP validate expertise in customer experience management.

Requirements

5+ years in customer experience, support operations, or a related operations role, including at least 2 years in a leadership capacity.

Experience owning a CX tool stack end-to-end, including optimization, adoption, reporting, and vendor management.

Experience building reporting and analytics infrastructure used by executive leadership.

Ability to create scalable spreadsheets, forecasting models, and capacity plans that drive operational decisions.

Experience managing a team, including at least one direct report at the analyst or coordinator level.

Demonstrated record of process improvements with measurable impact on efficiency or cost.

Proficient use of Salesforce, Hubspot, Zendesk, Gong, Klient, Wrike, and related tools.

Experience utilizing AI for process building and optimization.

Industry credentials such as CCXP are highly valued.

Bachelor's degree or equivalent experience is expected.

Practical notes

No external recruiters submit profiles for consideration.

Typical interview steps

Leadership hiring usually includes a strategy case, a people scenario, and a values conversation. Candidates may be asked to turn around a struggling team or plan for growth. Past results are examined closely, especially how decisions were made. Interviewers dig into specific decisions you made and their consequences. Preparing two or three decision stories with numbers and lessons is the best use of time.

Good to know

The role focuses on systems, data, and process optimization within a customer experience context. Common tools in this field include CRM platforms, analytics software, and automation tools. Success depends on clear communication between leadership and operational teams. The position drives efficiency through technology, reporting, and continuous improvement.

Questions to ask

Worth asking in any interview: how the team measures success, who the role works with daily, what the onboarding looks like, and what the company is trying to achieve this year. Asking what past hires did well is a strong final question. Keep the list short and pick the questions that matter most to you.

Career growth

Leadership careers move from manager to senior manager, director, and executive roles. Each step adds more scope and more responsibility for outcomes. The best leaders keep learning how to delegate, communicate, and decide. Leadership careers reward a record of building and developing people. The higher you go, the more your communication shapes the whole organization.