Director, Strategy & Programs (CX)

Nintex • Bellevue, WA

36d • Hybrid

About The Position

The Director, Strategy & Programs (CX) is responsible for defining, leading, and executing strategic initiatives that elevate the customer experience across the organization. This role serves as a trusted advisor, strategic operator, and program leader, helping drive clarity, alignment, and execution across all facets of the Customer Office.

Requirements

• Bachelor's degree in related field or equivalent combination of education and experience
• 6+ years of experience in program or project management
• 5+ years of experience in a post-sale or customer-office role in a global B2B SaaS environment (Customer Success, Services, Renewals, Support)
• 3+ years of experience in corporate strategy or management consulting
• Proven experience leading transformation initiatives and cross-functional programs in complex organizations.

Responsibilities

• Lead the planning, execution, and governance of strategic CX initiatives and transformation programs.
• Establish and oversee frameworks for project prioritization, delivery, and performance tracking across Customer Experience functions
• Translate strategic priorities into actionable roadmaps, initiatives, and success metrics and partner with functional leaders to drive accountability
• Prepare board and executive-level materials, strategic narratives, and business cases
• Maintain a portfolio of CX-related projects and provide regular updates to leadership
• Design and manage the operating rhythm of the Customer Office (e.g., QBRs, MBRs, leadership meetings, OKR reviews)
• Lead and support the delivery of customer experience initiatives from inception to completion with measurable business outcomes
• Establish project governance frameworks to monitor progress, risks, and dependencies
• Anticipate and remove roadblocks, maintaining organizational momentum through change
• Support and sometimes lead change management efforts to ensure smooth rollout
• Promote a culture of customer-centric thinking across all project teams
• Lead post-mortem sessions and translate findings into potential follow up actions
• Act as a unifying force across cross-functional stakeholders to align priorities and champion shared goals and coordinated efforts
• Help drive alignment on key initiatives including retention, expansion and customer adoption
• Lead cross-functional stakeholder communication and facilitate decision-making at the executive level
• Partner with Operations, Finance, and Analytics to define KPIs, track performance, and translate insights into action
• Build compelling dashboards and presentations that highlight progress and opportunities to the ELT and Board

Benefits

• Global Gratitude and Recharge Days
• Flexible, paid time off policy
• Employee wellness programs and counseling resources
• Meaningful peer recognition and awards
• Paid parental leave
• Invention/patenting assistance
• Community impact, paid volunteer time, and opportunities
• Intercultural learning and celebration
• Multiple tools through which to learn and grow, and an incredible global community

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Industry: Publishing Industries
• Number of Employees: 1,001-5,000 employees