Customer Experience Director

Service Corporation International • Houston, TX

78d

About The Position

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.

Requirements

• 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.
• 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.
• 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.

Responsibilities

• 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.
• Design and own the future-state customer journey, ensuring that each digital product enables the customer journey.
• Build KPIs for customer engagement touchpoints to measure value delivered.
• 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.
• Oversee and manage design and build of wireframes, prototypes, and strategies that drive intuitive, inclusive user experiences.
• Conduct accessibility compliance reviews to ensure inclusivity.
• Perform regular usability testing to refine product interactions and gather direct feedback for continuous improvement.
• Manage and maintain digital products and platforms to deliver the customer journey and enhance customer experience.
• Manage and maintain design systems (e.g. InVision, Adobe) to ensure consistency across digital products and platforms.
• Collaborate with 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 Digital Development Managers to design, develop, and test CX features across digital products.
• 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 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees