CX Design & Management Director

Vizient•Irving, TX

4d•$102,400 - $179,000•Hybrid

About The Position

In this role, you will govern Vizient's enterprise customer journey strategy by aligning cross-functional teams to customer experience priorities and ensuring consistent, insight-driven experiences across the client lifecycle. You will lead customer journey governance, lifecycle strategy, journey mapping, and performance measurement while partnering across the organization to optimize client experiences, strengthen engagement, and drive measurable business outcomes.

Requirements

Relevant degree preferred.
Master's degree (MBA, MHA, or related field) preferred.
7 or more years of relevant experience required.
Demonstrated expertise in enterprise customer experience strategy, customer journey management, lifecycle strategy, business transformation, value stream design, or service blueprinting.
Experience leading enterprise-wide customer experience, customer journey strategy, or transformation initiatives within healthcare, healthcare technology, consulting, or other complex B2B organizations preferred.
Strong knowledge of customer journey mapping, Voice of Customer (VoC), lifecycle management, client segmentation, journey analytics, and customer experience measurement frameworks.
Experience partnering across marketing, operations, sales, and other cross-functional teams while influencing senior stakeholders and executive leaders.
Strong strategic thinking, analytical, facilitation, presentation, communication, and executive storytelling skills.
Familiarity with CRM platforms, customer analytics tools, journey orchestration technologies, data visualization platforms, and agile delivery practices.

Responsibilities

Develop and evolve the enterprise-wide customer journey strategy by establishing lifecycle standards, governance, and best practices.
Own enterprise-wide customer journey mapping, lifecycle coordination, and journey orchestration governance.
Lead customer experience governance by managing customer experience prioritization and aligning lifecycle strategies across business units and enterprise functions.
Integrate Voice of Customer (VoC), client sentiment, behavioral insights, and business intelligence into journey strategies and roadmap development.
Establish and oversee enterprise customer journey performance frameworks, including key performance indicators, lifecycle health metrics, friction measurement, and business outcome reporting.
Partner with Enterprise Marketing to align personas, client needs, and segmentation strategies with end-to-end journey design.
Lead enterprise journey mapping, service blueprint development, lifecycle documentation, and cross-functional design workshops to improve alignment and client experiences.
Identify opportunities to reduce client friction, optimize lifecycle transitions, improve retention, strengthen loyalty, and increase lifetime value through journey analytics, experimentation, and client insights.
Communicate customer journey performance, strategic recommendations, and business impact to executive leadership while sponsoring adoption of customer journey frameworks, governance processes, tools, and organizational change initiatives.
Connect sales, service, marketing, and other cross-functional teams to enterprise customer experience goals while influencing alignment without direct authority.