What are the responsibilities and job description for the Customer Experience Director position at OGC Global?
About the Role
We are seeking a seasoned CX Director to lead a high-impact, embedded customer experience (CX) program within a leading life insurance client. In this role, you will act as a strategic advisor and hands-on program leader, responsible for shaping, executing, and scaling the client’s CX strategy while managing a multidisciplinary team and serving as the primary consulting partner to senior stakeholders. This role blends consulting leadership, program management, team leadership, and client relationship ownership, with a strong focus on turning customer insights into measurable business impact.
Key Responsibilities:
CX Program Leadership
- Own and lead the end-to-end CX program for a major life insurance client
- Design and evolve CX frameworks, measurement systems, and operating models
- Translate customer insights into clear, actionable business recommendations
- Ensure alignment between CX initiatives and broader business strategy and goals
- Drive continuous improvement of CX metrics (NPS, CSAT, journey KPIs, etc.)
Client Management & Consulting
- Serve as the senior embedded CX advisor to client leadership teams
- Build trusted relationships with executives across marketing, product, operations, and service
- Lead workshops, presentations, and strategic sessions with stakeholders
- Influence decision-making through data-driven storytelling and insights
- Identify new opportunities to expand CX impact within the organization
Team Leadership & Management
- Manage and develop a team of CX analysts / consultants / researchers
- Allocate work streams, set priorities, and ensure high-quality delivery
- Mentor team members and support their professional growth
- Foster a high-performance, collaborative, and insight-driven culture
Insights, Analytics & Execution
- Oversee customer research, survey programs, and journey analytics
- Ensure rigorous data quality, methodology, and storytelling standards
- Partner with data and analytics teams to derive advanced insights
- Translate complex datasets into executive-ready narratives and dashboards
Program & Stakeholder Management
- Manage multiple CX work streams and ensure timely delivery of outputs
- Coordinate across internal teams and client stakeholders
- Maintain governance, reporting cadences, and program documentation
- Identify risks, dependencies, and escalation paths proactively
Key Requirements:
- 8–12 years of experience in Customer Experience, Management Consulting, or Customer Insights roles
- Proven experience leading CX programs for large, complex organizations (insurance or financial services preferred)
- Strong background in consulting or embedded client-facing roles
- Experience managing teams and developing talent
- Deep understanding of CX methodologies, journey mapping, and customer research
- Strong quantitative and analytical skills (Excel, BI tools, survey platforms; SQL/Python a plus)
- Excellent executive communication and storytelling skills
- Ability to operate in a fast-paced, client-facing environment with multiple stakeholders