Director of Customer Insights and Digital Experience

The Joint Chiropractic•Scottsdale, AZ

8d•$130,000 - $150,000•Hybrid

About The Position

A better way to deliver care starts here! Headquartered in Scottsdale, AZ, The Joint Chiropractic is revolutionizing access to care by delivering high-quality, affordable chiropractic services in a convenient retail setting. As the largest operator, manager, and franchisor of chiropractic clinics in the U.S., The Joint delivers more than 12 million patient visits annually across nearly 1,000 locations. Recognized by Forbes, Fortune, and Franchise Times, we are leading a movement to make wellness care more accessible to all. Position Summary At The Joint Chiropractic, understanding our customers and delivering a seamless, high-quality experience across every touchpoint is critical to driving sustainable growth. This role is about turning data into insight - and insight into action - while championing the voice of the customer and ensuring every digital interaction is intuitive, engaging, and aligned to their needs. We’re looking for a Director of Customer Insights and Digital Experience to serve as the organization’s expert on our customer - owning how we understand, define, and optimize the end-to-end customer journey. You’ll lead our customer insights strategy, digital experience across web and mobile, and key elements of our marketing technology ecosystem - ensuring we are continuously improving how we attract, engage, and retain customers through thoughtful, data-driven experiences.

Requirements

Experience in customer insights, customer experience, digital marketing, or a related field
Strong understanding of customer journey mapping, segmentation, and lifecycle strategy
Experience leveraging CRM data, analytics, and digital platforms to drive customer-focused decisions
Proven ability to translate customer insights into actionable strategies that improve experience and business outcomes
Experience leading cross-functional initiatives across Marketing, IT, and Operations
Familiarity with marketing technology ecosystems, digital analytics, and performance measurement
Strong communication and influencing skills, with the ability to advocate for the customer at all levels of the organization
Highly organized, strategic, and comfortable operating in a fast-paced environment

Responsibilities

Serve as the voice of the customer across the organization, developing a deep understanding of customer behaviors, needs, and preferences
Own and continuously optimize the end-to-end customer journey across digital platforms, including website and mobile app
Turn data into actionable insights that inform marketing strategy, customer experience improvements, and business decisions
Develop customer segmentation, personas, and journey mapping to guide targeting, messaging, and experience design
Partner with Marketing, IT, and Operations to translate insights into seamless, customer-centric experiences
Oversee performance and optimization of digital platforms to improve engagement, conversion, and overall customer satisfaction
Lead the strategy and evolution of marketing technology and data capabilities to better support customer understanding and personalization
Analyze campaign and promotional performance to provide insights that improve effectiveness and customer impact
Expand marketing automation and lifecycle engagement strategies across email, push, and in-app channels
Ensure consistency and accuracy of digital touchpoints, including local listings, to support customer discovery and trust
Integrate external partners and platforms into cohesive measurement and attribution frameworks