Director, Customer Experience (CX)

Ingram Micro•Irvine, CA

1d•$171,300 - $299,800

About The Position

The Director of Customer Experience (CX) is responsible for defining and driving the end-to-end customer experience strategy across the enterprise, spanning all customer interactions - digital, operational, voice, and human. This role ensures that as the company evolves toward more AI-enabled and automated capabilities, customer experience is intentionally designed, consistent, and aligned to customer and business outcomes. The Director does not lead AI transformation directly, but plays a critical role in shaping how AI, automation, and digital capabilities are applied to improve customer journeys, reduce friction, and enable scalable, modern experiences, particularly for SMB and high-volume segments.

Requirements

Bachelor’s degree in business, technology, or a related field (MBA preferred)
10 + years of progressive leadership in Customer Experience, Operations, Product, or Platform environments
Experience in organizations undergoing AI-enabled or digital CX transformation
Proven ability to embed CX into automation and technology initiatives
Strong understanding of lifecycle, multi-channel CX, and KPI-driven models
Ability to balance automation with customer trust and experience quality
Enterprise mindset
Data-driven and outcome-oriented
Strong executive presence
Ability to operate across ambiguity
Focus on simplification, scalability, and customer impact

Responsibilities

Enterprise CX Strategy & AI Enablement: Define and own the enterprise CX vision and operating model across all customer interactions. Ensure customer experience is embedded into AI, automation, and digital initiatives. Partner with Product, Engineering, and AI teams to align capabilities to real customer needs. Ensure automation enhances, not degrades, customer experience.
Customer Lifecycle & Journey Ownership: Own end-to-end customer journeys (pre-sales through post-sales). Identify and eliminate friction across systems, channels, and teams. Ensure consistency across digital, voice, and operational interactions.
CX Modernization (SMB Focus): Drive modern CX strategy for SMB and Micro SMB segments. Increase adoption of self-service and AI-assisted interactions. Balance automation with high-value human engagement.
CX KPI Ownership & Business Impact: Define and govern CX KPIs (CSAT, CES, NPS, NRR, churn, cost-to-serve). Track experience-oriented automation metrics (self-service adoption, containment, effort). Ensure AI initiatives are measured against customer outcomes.
Voice of Customer & Insights: Establish a unified view of customer feedback across all channels. Translate insights into prioritized, measurable actions. Identify systemic issues across regions and functions.
Cross-Functional Leadership & Accountability: Lead CX governance across Product, Engineering, Operations, Support, Finance, Sales, and UX. Drive accountability for customer outcomes. Escalate systemic CX risks to executive leadership.
CX + UX Partnership: Partner with UX Design & Research to align journey-level needs with interaction design. Ensure CX insights translate into enterprise-wide improvements. Maintain consistency across customer interactions and product experience.