Director, CX Strategy
About The Position
ABC Fitness is hiring a Director, CX/VOC Strategy to build its first centralized Voice of Client program. This individual contributor role reports to the VP, Client Experience. The Director will design the program architecture and client signal strategy, evaluate tool and system options, establish the operating rhythm, and turn client insights into clear decisions, accountable ownership, and measurable improvements. The role is suited to a senior CX strategy leader with experience building VoC programs who can work through ambiguity, communicate credibly with executives, and drive cross-functional change without formal authority. It may evolve into people leadership as the program and team scale. The Director will build the program’s strategy, operating model, governance, roadmap, and success measures; connect and analyze client feedback across channels; evaluate and recommend scalable technology architecture; and deliver decision-ready insights and CX optimization initiatives. The role partners with senior leaders and cross-functional teams to prioritize opportunities, resolve tradeoffs, and connect client insights to business outcomes.
Requirements
- 12+ years of experience in Client Experience, Voice of Client/Voice of Customer, client insights, strategy, operations, or a related discipline, including significant experience building or redesigning VoC programs.
- Demonstrated experience designing VoC program architecture, not only operating an existing program.
- Strong fluency with omnichannel client signal design and connecting qualitative and quantitative feedback into a trusted insight system.
- Ability to evaluate tools, systems, data flows, reporting needs, and operating processes to recommend scalable VoC architecture.
- Executive-ready communication skills and ability to translate complex client signals into clear recommendations, tradeoffs, and action plans.
- Proven ability to lead cross-functional initiatives with minimal oversight and without formal authority.
- Strong operational mindset, high accountability, and a high say/do ratio.
- Ability to use data to define priorities, make decisions, measure impact, and improve how teams operate.
- Sound judgment in ambiguous situations, including knowing when to escalate, challenge, simplify, or make a decision.
Nice To Haves
- Experience with VoC, CX analytics, text analytics, client intelligence, workflow, or reporting platforms such as Qualtrics, Medallia, Gainsight, Salesforce, Zendesk, Tableau, Power BI, Looker, or similar tools.
- Experience using AI-assisted analysis, text analytics, or summarization tools to identify client themes, validate patterns, and improve insight quality.
- Experience building closed-loop feedback systems that connect insights to product, service, operational, or retention improvements.
- Experience in SaaS, payments, fitness technology, member experience, or multi-product platform environments.
- Experience coaching or informally leading team members, with interest in future people leadership as the program scales.
Responsibilities
- Build ABC’s centralized Voice of Client program, including its strategy, operating model, governance, roadmap, and success measures.
- Define how client feedback is collected, structured, connected, analyzed, and activated across surveys, support interactions, client success notes, product usage, reviews, sales feedback, interviews, retention signals, and operational data.
- Evaluate VoC, CX analytics, text analytics, client intelligence, workflow, and reporting tools; define system requirements; recommend scalable architecture; and lead tool and system selection with stakeholders.
- Create an insights layer that turns fragmented client feedback into trusted, decision-ready recommendations for Product/Engineering, Client Experience, Support, Client Success, Marketing, Operations, and senior leadership.
- Establish governance forums, ownership models, dashboards, escalation paths, and closed-loop processes so client feedback informs ABC’s decisions.
- Own and drive high-impact Client Experience optimization workstreams from problem definition through recommendation, execution, measurement, and follow-through.
- Partner with senior leaders and cross-functional teams to prioritize opportunities, resolve tradeoffs, and connect client insights to business outcomes.
- Coach and influence team members through operating discipline, clear communication, and follow-through.
Benefits
- Open PTO policy
- Quarterly Days of Disconnect
- Parental and Pawternity Leave
- Quarterly Best Life fitness reimbursement
- Medical, dental, and vision coverage
- Employee Assistance Program (EAP)
- Premium Calm App subscription for the employee and up to four dependents over age 16
- Other benefits
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
