Director of Customer Experience job description.
A Director of Customer Experience owns the strategy and execution behind how customers interact with a company across every touchpoint. They align support, success, product, and marketing teams around consistent, high-quality experiences and use customer feedback to drive measurable improvements. This is a senior leadership role reporting into executive management.
The Director of Customer Experience job description · $29
The full editable .docx — role summary, 8 worked responsibilities, qualifications, and skills, formatted for your letterhead. Delivered to your inbox within 24 hours — usually instantly.
Role: Director of Customer Experience Reports to: Chief Customer Officer or Chief Executive Officer
A Director of Customer Experience owns the strategy and execution behind how customers interact with a company across every touchpoint. They align support, success, product, and marketing teams around consistent, high-quality experiences and use customer feedback to drive measurable improvements. This is a senior leadership role reporting into executive management.
- Define and own the customer experience strategy and roadmap
- Analyze customer feedback, surveys, and journey data to identify gaps
- Lead cross-functional initiatives to improve satisfaction and retention
What's inside the document.
One-paragraph plain-English explanation of the role's outcome and scope.
8 responsibilities phrased the way the work is actually done.
5 qualifications a candidate must have to perform on day 30.
3 qualifications that would make a candidate excellent in year two.
6 skill chips you can copy directly into your ATS.
Chief Customer Officer or Chief Executive Officer
A complete document set.
- Word document (.docx) — fully editable
- PDF — signature-ready
- Google Docs — one-click copy to your Drive
- 12 months of updates to this document
- Commercial-use licence for internal and client work
The work, not the title.
- Define and own the customer experience strategy and roadmap
- Analyze customer feedback, surveys, and journey data to identify gaps
- Lead cross-functional initiatives to improve satisfaction and retention
- Set and track experience KPIs such as NPS, CSAT, and churn
- Partner with product and engineering on experience-driven improvements
- Manage and develop customer experience or support leadership teams
- Present customer insights and business impact to executive leadership
- Establish standards and training for consistent service delivery
Required — and what would make a candidate excellent.
- 7+ years of experience in customer experience, success, or service leadership
- Proven track record improving customer satisfaction and retention metrics
- Strong analytical skills with customer feedback and journey data
- Experience leading and developing cross-functional teams
- Bachelor's degree in business or related field or equivalent experience
- Experience with CX platforms and voice-of-customer programs
- Background in SaaS, retail, or hospitality customer experience
- Certification in customer experience management (e.g., CCXP)
Eight steps from download to publish.
- 01Open the Director of Customer Experience job description in Word or your one-click Google Docs copy.
- 02Replace placeholders for company name, reporting line, and location with your specifics.
- 03Tighten the summary to one paragraph that names the team's outcome, not just the role.
- 04Edit the responsibilities to match the actual scope of the seat — aim for 6 to 8 items, not 12.
- 05Separate required qualifications from preferred. Required is what a candidate must have to do the work on day 30; preferred is what would make them excellent in year two.
- 06Add salary range guidance using BLS, Payscale, or your own band data — do not copy generic figures.
- 07Have the hiring manager and one peer read it. Cut anything that wouldn't survive a candidate question.
- 08Publish to your ATS, intranet, and external careers page.
The right document at the right moment.
Use this Director of Customer Experience job description any time you are opening or reopening a seat at this level. The senior band sets the calibration — copy the document, tighten it to your specific scope, and circulate to the hiring panel before the first interview.
The reporting line (Chief Customer Officer or Chief Executive Officer) and skills list are starting points. Override either if your org structure or stack differs from the norm — the template is a draft, not a contract.
Honest answers before you download.
- How does this role differ from a Customer Experience Manager?
- The Director sets organization-wide CX strategy and leads teams and cross-functional initiatives, while a Manager typically executes programs at a team or regional level.
- What metrics should this role own?
- Common ownership metrics include NPS, CSAT, customer effort score, and retention or churn rates tied to experience quality.
Other documents in this neighbourhood.
Customer Experience Manager
A customer experience manager owns the strategy and execution of initiatives that improve customer satisfaction across every touchpoint.
Chief Customer Officer
A Chief Customer Officer owns the organization's end-to-end customer experience strategy, aligning support, success, and product teams around retention and satisfaction outcomes.
Customer Success Manager
A Customer Success Manager builds long-term relationships with customers to drive product adoption, satisfaction, and retention.
This Director of Customer Experience job description is a professionally drafted starting point for your hiring process and is not legal advice. Hiring practice varies by jurisdiction (e.g. pay-transparency laws differ across US states and AU jurisdictions). Adapt this document for your specific location and have employment counsel review any clauses you add before publishing. Salary varies by region, employer type, and experience. Reference BLS or current industry surveys for ranges. Full disclaimer.