Director, Experience Strategy (Telecom/B2B)

Information Security Responsibilities

• Promote and enforce awareness of key information security practices, including acceptable use of information assets, malware protection, and password security protocols
• Identify, assess, and report security risks, focusing on how these risks impact the confidentiality, integrity, and availability of information assets
• Understand and evaluate how data is stored, processed, or transmitted, ensuring compliance with data privacy and protection standards (GDPR, CCPA, etc.)
• Ensure data protection measures are integrated throughout the information lifecycle to safeguard sensitive information

Role and Responsibilities

• Strategic Leadership & Vision
• Define and evolve experience strategies aligned to client priorities, growth goals, and market dynamics.
• Identify customer experience gaps and lead the creation of actionable strategies to address them.
• Inspire and align cross-functional teams around a shared innovation agenda.
• Champion a test-and-learn culture grounded in customer insights and data-driven decision making.


• Insight Generation & Research Leadership
• Direct the development of case studies, insight shares, and rapid research sprints to inform strategic decisions.
• Oversee the delivery of market intelligence, competitive analysis, and trend briefings.
• Synthesize external signals (industry trends, emerging technologies, competitor moves) and internal customer data to identify opportunities.


• Experience Optimization & Journey Enhancement
• Lead the creation and testing of customer experience hypotheses using data, voice of customer (VOC), and behavioral analysis.
• Guide the execution of customer journey audits and opportunity mapping, prioritizing A/B tests and optimization roadmaps.
• Facilitate strategic planning sessions that integrate insights to shape roadmap recommendations and resource prioritization.


• Cross-Functional Team Interactions
• Coordinate and influence a team of specialists across:
• Data & Analytics: Insight generation and performance measurement
• Performance Marketing: Opportunity surfacing at the intersection of media and experience
• UI/UX Design: User-centered design to bring ideas to life
• Collaborate closely with client stakeholders and internal leaders to ensure alignment, clarity, and impact.

Skills and Capabilities

• Strategic Acumen: Ability to think critically and holistically about customer experience, market dynamics, and business goals.
• Analytical Expertise: Strong command of data interpretation, performance analysis, and translating insights into action.
• CX Methodologies: Journey mapping, VOC analysis, persona development, and opportunity mapping.
• Hypothesis-Driven Testing: Familiarity with rapid-cycle testing frameworks, A/B testing, and iterative optimization.
• Executive Communication: Ability to distill complex ideas into clear narratives and influence senior stakeholders.
• Leadership & Collaboration: Proven success in leading cross-functional teams and driving alignment.
• Trend Spotting & Innovation: Proactive approach to monitoring industry trends, customer behavior shifts, and emerging technologies.

Tools and Platforms

• Data & Analytics: Adobe Analytics, Tableau, Power BI, SQL, Excel
• Research & VOC: Qualtrics, Medallia, SurveyMonkey, social listening tools
• CX & Journey Mapping: Miro, Lucidchart, Adobe XD
• Testing & Optimization: Adobe Target, Evolv
• Project Management: Jira
• Design & Prototyping: Figma, Sketch
• Presentation & Storytelling: PowerPoint, Google Slides (visual storytelling)

Preferred Qualifications

• 8+ years of experience in customer experience strategy, digital transformation, management consulting, or related field.
• Proven success in translating insights into experience design and optimization.
• Experience leading multi-disciplinary teams in fast-paced environments.
• Expertise in customer analytics, performance marketing, and/or digital experience optimization.
• Strong interpersonal skills and executive presence.
• Telecom and/or B2B industry experience a plus.