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Senior Director, Customer Experience Strategy

29 minutes ago
United Kingdom
Full-time
Lead
Customer Success
Design and User Experience
Generative AI Salesforce
Apply Now
LivePerson

LivePerson

LivePerson is a global leader in Conversational AI, offering real-time intelligent customer engagement solutions through their platform, LiveEngage, for over 18,000 clients worldwide.

Internet Software & Services
1K-5K
Founded 1995
View All Jobs 8

Description

  • Partner with C-level executives and senior business leaders to define enterprise CX transformation strategies.
  • Develop multi-year CX roadmaps that align AI investments with business objectives, customer outcomes, and operational KPIs.
  • Lead customer workshops and maturity assessments using LivePerson's Conversational Growth Path (CGP) Maturity Model.
  • Serve as a trusted advisor on conversational AI, automation, agent experience, customer engagement, and digital transformation.
  • Build executive presentations and business cases that demonstrate ROI and value realization.
  • Own and lead the Data Analytics organization to deliver performance measurement, dashboards, and strategic insights.
  • Own and lead the Conversational Design organization to create intuitive AI-powered customer journeys.
  • Collaborate with Sales, Customer Success, Product, Marketing, Engineering, and Services to support customer success and product validation.
  • Present strategic recommendations to executive stakeholders and influence roadmap and investment decisions.
  • Build repeatable methodologies, playbooks, and strategic frameworks that scale across the organization.

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 in analytics, UX, conversation design, or consulting.
  • Exceptional presentation and communication skills with strong executive presence.
  • 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 for strategic customer engagements.
  • Experience with Conversational AI, Generative AI, or Agentic AI platforms (preferred).
  • Experience at enterprise consulting firms such as Accenture, Deloitte, McKinsey, Bain, or BCG, or in customer strategy organizations (preferred).
  • Familiarity with CX platforms such as LivePerson, Salesforce, Genesys, NICE, Five9, Zendesk, or Adobe (preferred).
  • MBA or equivalent business consulting experience (preferred).

Benefits

  • Comprehensive medical and dental insurance.
  • Workplace pension scheme with company contributions.
  • Employee Stock Purchase Program (ESPP) with share discount.
  • Additional group life, income protection, and critical illness insurance.
  • 28 days of paid time off plus Bank Holidays.
  • Up to 5 additional Emergency Care Days after PTO is exhausted.
  • Paid parental leave and maternity support.
  • Fully remote work arrangement with access to WeWork space.
  • Access to internal professional development resources.
  • Employee Assistance Program (EAP) with counseling and mental health support.

Interested in this position?

Apply directly on the company website

Apply Now

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