Customer Experience Director

Service Corporation International • Houston, TX

78d

About The Position

The Senior Manager Customer Experience 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

• 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.
• Future-State Customer Journey: Design and own the future-state customer journey, ensuring that each digital product enables the customer journey.
• Define, Measure, and Report CX KPIs: Establish and track CX-related KPIs, such as NPS, CSAT, and CES.
• Manage User Interface Design: Oversee and manage design and build of wireframes, prototypes, and strategies that drive intuitive, inclusive user experiences.
• 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.
• Collaborate with Digital Leaders: Collaborate with the Digital Leaders to develop and implement the CX strategy and future-state customer journey.
• 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.
• Manage, Mentor and Coach CX and UI/UX designers: Manage and mentor a team of CX designers and UI/UX designers.

What This Job Offers

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