Director of Customer Experience & Insights

Scion Staffing has been engaged to conduct a search for a Director of Customer Experience & Insights for a leading national healthcare and wellness organization headquartered in Scottsdale, Arizona. This is an exciting hybrid leadership opportunity for a strategic, customer-focused professional who is passionate about leveraging customer insights, digital experiences, and data-driven decision-making to drive business growth and customer loyalty.

This role will serve as the organization's expert on customer behavior, customer experience, and digital engagement, helping shape how customers interact with the brand across every stage of the customer journey.

POSITION OVERVIEW

The Director of Customer Experience & Insights will lead customer insights strategy, customer journey optimization, digital experience initiatives, and key marketing technology efforts. This individual will serve as the voice of the customer across the organization, utilizing customer research, analytics, behavioral data, and digital performance metrics to identify opportunities that enhance customer engagement, satisfaction, and retention.

Working cross-functionally with Marketing, Operations, Technology, and external partners, this leader will help create seamless, personalized customer experiences while ensuring business decisions are informed by meaningful customer insights.

PERKS

• Join a nationally recognized and rapidly growing healthcare and wellness organization

• Hybrid work schedule with in-office collaboration and leadership visibility

• High-impact opportunity to influence customer experience strategy across a large national footprint

• Lead customer insights, digital experience, and customer journey initiatives

• Collaborative, innovative, and growth-oriented culture

RESPONSIBILITIES

• Serve as the voice of the customer by developing a deep understanding of customer behaviors, preferences, and needs

• Own and continuously improve the end-to-end customer journey across digital and customer-facing platforms

• Transform customer and business data into actionable insights that drive strategy and decision-making

• Develop customer personas, segmentation strategies, and journey maps to improve targeting, engagement, and customer experiences

• Partner with Marketing, Operations, and Technology teams to implement customer-centric initiatives

• Evaluate and optimize website, mobile, and digital experiences to improve engagement, conversion, and customer satisfaction

• Lead customer insights, analytics, and measurement strategies that support business growth objectives

• Analyze campaign, promotion, and customer engagement performance to identify opportunities for improvement

• Support lifecycle marketing, personalization, and customer retention strategies

• Oversee customer experience measurement and reporting frameworks

• Ensure digital touchpoints and customer interactions are consistent, effective, and aligned with brand standards

QUALIFICATIONS

• Experience in customer insights, customer experience, digital marketing, customer analytics, or related disciplines

• Strong understanding of customer journey mapping, customer segmentation, and lifecycle marketing strategies

• Experience leveraging CRM platforms, customer data, analytics tools, and digital technologies to support business decisions

• Demonstrated success translating customer insights into actionable strategies that improve customer experience and business outcomes

• Experience leading cross-functional initiatives across Marketing, Technology, Operations, and related business functions

• Familiarity with customer analytics, digital performance measurement, and marketing technology platforms

• Strong communication, presentation, and stakeholder management skills

• Strategic mindset with the ability to balance long-term planning and day-to-day execution

• Highly organized with the ability to thrive in a fast-paced environment.

COMPENSATION AND BENEFITS

• $130,000 - $150,000 annual salary DOE

• Medical, Dental, and Vision insurance

• 401(k) with company match

• PTO accrual program

• Complimentary wellness membership

• Hybrid work schedule with onsite collaboration Tuesday–Thursday

HOW TO APPLY

For immediate consideration, please submit your resume highlighting your experience in customer experience strategy, customer insights, customer journey optimization, digital experience, CRM, analytics, and customer engagement initiatives.

ABOUT OUR SEARCH FIRM

Scion Staffing is an award-winning national staffing firm and executive search firm connecting leading organizations with exceptional talent across the United States. Since 2006, we have had the pleasure of successfully placing thousands of talented professionals in direct hire, temporary, interim, and executive search opportunities. Through our innovative team building and recruiting solutions, we bridge the gap in executive leadership searches, direct hire recruiting, interim leadership placement, and temporary professional staffing.

We are proud to be part of the Forbes lists of the Best Recruitment Firms and the Best Executive Search Firms in America. Additionally, Scion has been recognized as a ClearlyRated Best of Staffing firm as well as a top recruitment firm by The Business Times. Additional information about our firm and our practices can be found online. Scion Staffing is an equal opportunity employer and service provider and does not discriminate based on race, religion, gender, gender identity, national origin, citizenship status, sexual orientation, disability, political affiliation, or any other protected class. We are committed to the principles of Equal Opportunity Employment and are dedicated to making employment decisions based on merit and value, for ourselves, our client companies, and the candidates we represent.

For opportunities located in a region that has enacted fair chance, arrest, or conviction based employment ordinances, Scion Staffing proactively follows the enacted guidance and considers for employment all qualified applications with arrest and conviction records. We engage in socially conscious business practices and believe that diverse, equitable, inclusive, and non-biased talent and recruitment processes are foundational to the success of Scion as well as every client organization with whom we partner.