Senior Director, Customer Experience Strategy

LivePerson • New York, NY

1d • $220,000 - $250,000 • Remote

About The Position

LivePerson is seeking a strategic, customer-focused Senior Director of Customer Experience (CX) Strategy to help the world's leading brands transform how they engage customers through AI-powered conversations. This role partners directly with executive stakeholders at enterprise brands to define and execute their long-term Customer Experience (CX) vision using LivePerson's Conversational Growth Path (CGP) Maturity Model. The Director will guide customers from foundational automation through advanced AI-driven customer engagement, creating measurable business outcomes across customer satisfaction, operational efficiency, and revenue growth. In addition to customer strategy, this leader will own LivePerson's Data Analytics and Conversational Design organizations to deliver insight-driven recommendations and exceptional conversational experiences. This is a highly visible leadership role that combines executive consulting, AI strategy, analytics, experience design, and organizational leadership.

Requirements

• 10+ years of experience in Customer Experience, Digital Strategy, Management Consulting, Customer Success, or Enterprise SaaS.
• Experience advising executive stakeholders on business transformation initiatives.
• Strong understanding of contact center operations, customer experience strategy, and conversational AI.
• Experience leading cross-functional teams including analytics and/or UX, conversation design, or consulting organizations.
• Executive presence with exceptional presentation and communication skills.
• Strong analytical skills with the ability to translate data into strategic recommendations.
• Experience building customer roadmaps and executive business cases.
• Ability to travel as needed to support strategic customer engagements.

Nice To Haves

• Experience with Conversational AI, Generative AI, or Agentic AI platforms.
• Experience in enterprise consulting firms (Accenture, Deloitte, McKinsey, Bain, BCG, etc.) or customer strategy organizations.
• Familiarity with CX platforms such as LivePerson, Salesforce, Genesys, NICE, Five9, Zendesk, or Adobe.
• MBA or equivalent business consulting experience.

Responsibilities

• Partner with C-level executives and senior business leaders to define enterprise-wide CX transformation strategies.
• Partner with the LivePerson Sales and Success organization on Brands long term strategy.
• Engage with LivePerson Product & Engineering teams to provide Brand requirements and be the interface for new product introductions testing and validation.
• Lead customer workshops to assess current capabilities using LivePerson's Conversational Growth Path (CGP) Maturity Model.
• Develop multi-year CX roadmaps that align AI investments with business objectives, customer outcomes, and operational KPIs.
• Serve as a trusted advisor on conversational AI, automation, agent experience, customer engagement, and digital transformation.
• Translate customer business priorities into strategic initiatives leveraging the LivePerson platform.
• Champion adoption of LivePerson's CGP framework across strategic accounts.
• Conduct maturity assessments and benchmark customers against industry best practices.
• Build executive presentations and business cases demonstrating ROI and value realization.
• Establish measurable milestones that guide customers through increasing levels of conversational AI maturity.
• Drive executive alignment around roadmap priorities and investment decisions.
• Provide leadership for two strategic organizations: Data Analytics and Conversational Design.
• Lead a team of analysts responsible for customer performance measurement and strategic insights.
• Develop executive dashboards highlighting business outcomes, customer behavior, operational performance, and AI effectiveness.
• Deliver data-driven recommendations that improve containment, conversion, customer satisfaction, and operational efficiency.
• Partner with Customer Success and Product teams to identify optimization opportunities.
• Lead a team of Conversation Designers responsible for designing intuitive, engaging AI-powered customer journeys.
• Establish design standards and best practices for conversational experiences.
• Ensure conversation design aligns with customer business goals, brand voice, and user experience principles.
• Drive continuous optimization through experimentation, analytics, and customer feedback.
• Present strategic recommendations to executive leadership, including CIOs, CMOs, Heads of Customer Experience, and Contact Center leaders.
• Influence executive decision-making through business cases supported by quantitative analysis.
• Collaborate closely with Sales, Customer Success, Product Management, Marketing, and Services to ensure customer success.
• Build repeatable methodologies, playbooks, and strategic frameworks that scale across the organization.

Benefits

• Medical, Dental, and Vision Insurance
• Wellness Resources
• Employee Assistance Program (EAP)
• 401(k) Retirement Plan with 4% employer match
• HSA & FSA Plans
• Employee Stock Purchase Program (ESPP)
• Basic and supplemental life insurance
• Accidental Death & Dismemberment (AD&D) insurance
• Long-term and short-term disability insurance coverage
• Legal plan
• Identity theft protection plan
• Critical illness supplemental insurance
• Access to internal professional development resources
• Flexible Paid Time Off (PTO)
• Paid Public Holidays
• Generous Parental Leave Policy (including maternity/paternity support and fertility services)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior