Customer Experience (CX) Strategist

About This Opportunity

We are representing a confidential financial services organization seeking a Customer Experience (CX) Strategist to own and drive the customer experience strategy for a major line of business. This is a senior-level individual contributor role that leads cross-functional teams and partners directly with executive stakeholders to transform business goals into actionable, measurable CX strategies.

Our talent team at Get A Job.ai is conducting the search on behalf of our client. Candidates apply through our platform, and we handle all coordination with the employer.

Responsibilities

• Own the end-to-end CX strategy for a key line of business, ensuring alignment with enterprise priorities and measurable impact
• Develop, lead, and continuously evolve a multi-year CX roadmap that translates business objectives into customer-centric initiatives
• Drive prioritization, sequencing, and execution of CX initiatives, holding teams accountable for delivering business value and customer outcomes
• Champion the voice of the customer by embedding insights from VOC programs, analytics, and market research into strategic planning
• Lead cross-functional alignment across business units, technology, marketing, and operations to ensure CX initiatives are integrated and scalable
• Define, track, and report on strategic KPIs and customer performance indicators, ensuring transparency for CX outcomes
• Present CX strategy, progress, and results to executive leadership, influencing decisions and securing support for initiatives
• Direct and empower CX Directors and Consultants to execute roadmap initiatives with clarity and strategic focus
• Embed a customer-first mindset into business planning, operational processes, and organizational culture

What We're Looking For

• 10+ years of experience in customer experience, strategy, or business transformation with a proven track record of measurable results
• Expert knowledge of CX methodologies including customer journey mapping, persona development, primary customer research, and CX metrics
• Demonstrated effective communication and analytical skills, with experience conducting ethnographic research and synthesizing insights
• Adept with advanced visual design, storytelling, and human-centered experience design
• Workshop facilitation skills to drive agenda with large groups, facilitate creative thinking, and drive alignment
• Proven ability to lead without authority, influence senior leaders, and drive cross-functional collaboration
• Strong strategic thinking, business acumen, and executive communication skills
• Deep expertise in CX measurement frameworks, VOC programs, and roadmap development
• Experience in the financial services industry required
• Experience with retail distribution in financial services preferred

How We Work With You

When you apply through Get A Job.ai, one of our experienced recruiters will review your profile and conduct an initial screening. If there's a strong match, we'll submit your information to our client for consideration. We coordinate all interview scheduling and feedback. Please do not contact the employer directly — all communication flows through our team to ensure a smooth, professional process.

Pay

Pay information will be discussed during the screening process based on your location, experience, and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive hiring practices. We provide equal opportunity to all qualified individuals regardless of race, color, sex, national origin, religion, age, disability, veteran status, sexual orientation, gender identity, or any other protected status.