Director, Strategy & Programs (CX)

About Nintex: 

At Nintex, we are transforming the way people work, everywhere.  

As the global standard for process intelligence and automation, we're trusted by over 10,000 public and private sector organizations across 90 countries. Our customers, from industry giants like Amazon, Coca-Cola, and Microsoft, rely on the Nintex Platform to accelerate their digital transformation journeys by managing, automating, and optimizing business processes quickly and efficiently. We improve their lives through the technology we build.

We are committed to fostering a workplace that supports amazing people in doing their very best work every day. Collaboration is constant, our workplace is fun, the environment is fast-paced, and we value our people’s curiosity, ideas, and enthusiasm. Driven by passion and accountability, we take initiative, measure progress, and deliver results. Our culture fosters innovation and problem-solving, fueled by curiosity and a commitment to thinking big. Together, we move with agility, prioritize customer needs, and build unity through empathy, leaving a positive impact wherever we go. 

About the role: 

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. 

Your contribution will be:

Strategic Planning & Transformation 

• 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 

Program & Change Management 

• 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  

Cross-Functional Leadership 

• 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 

Data, Insights & Storytelling 

• 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

To be successful, we think you need:

• 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. 

What’s in it for you?

Nintex has a hybrid working model, enabling us to build culture, learn, and grow together. We intentionally connect and collaborate, while emphasizing flexibility with a blend of at-home and in-office work. This role is a hybrid role in our local Nintex office.

While our offerings differ from country to country, we offer our entire global workforce an array of exciting perks and benefits, including 

• 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 

View more about our benefits here: https://www.nintex.com/wp-content/uploads/2023/01/Global-Perks-and-Benefits.pdf. 

Target Compensation Range (US ONLY): $137,000 - 200,000 USD annually. On target compensation refers to the base salary and applicable variable target for this role. The range is an estimate, base pay will ultimately be decided at the offer stage, based on an individual candidate's skills and experience aligned with the needs of the role. Base pay may vary based on several factors including geographic location, role specific qualifications, and seniority. Nintex also offers a competitive benefits package including paid time off, twelve paid holidays, 401(k) with employer match, and more. 

Nintex participates in E-Verify for work authorization.  We are an Equal Employment Opportunity Organization.