# Senior Director, Customer Experience Strategy Remote from[USA](https://jobicy.com/job-region/usa.md)Salary, yearly, USD 220,000 - 250,000Department [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted23 Jul 2026Apply before23 Aug 2026Experience level Senior Views / Applies 27 / 3 [About company](https://jobicy.com/company/liveperson.md) * Share About [LivePerson](https://jobicy.com/company/liveperson.md) LivePerson empowers brands to unlock the power of conversations, orchestrate seamless experiences across digital and voice channels with conversational AI. [Computer Software](https://jobicy.com/company-category/software.md) * 1995 Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary LivePerson seeks a Senior Director of Customer Experience Strategy to lead enterprise clients in transforming customer engagement through AI-powered conversations. This role involves defining CX strategies, managing the Conversational Growth Path (CGP) Maturity Model, and overseeing Data Analytics and Conversational Design teams. The director will partner with C-level executives, develop multi-year roadmaps, and drive measurable business outcomes. This is a remote, highly visible leadership position requiring expertise in AI, analytics, and experience design. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight This is a senior director role requiring strategic vision, executive influence, and leadership across multiple disciplines (analytics, design, customer success), making it extremely challenging. ### Salary Analysis Median Highly Competitive USD235,000US Market USD170k – 270k 0 USD297k AI Insight The offered salary of $220,000-$250,000 is competitive and above market median for a senior director role. This reflects the high-level strategic responsibilities and the company's investment in top talent. ### Core Skills Required [Customer Experience Strategy](https://jobicy.com/jobs?search_keywords=Customer+Experience+Strategy.md) [Conversational AI](https://jobicy.com/jobs?search_keywords=Conversational+AI.md) [Executive Consulting](https://jobicy.com/jobs?search_keywords=Executive+Consulting.md) [Data Analytics](https://jobicy.com/jobs?search_keywords=Data+Analytics.md) [Conversational Design](https://jobicy.com/jobs?search_keywords=Conversational+Design.md) [Digital Transformation](https://jobicy.com/jobs?search_keywords=Digital+Transformation.md) [Team Leadership](https://jobicy.com/jobs?search_keywords=Team+Leadership.md) [Strategic Roadmapping](https://jobicy.com/jobs?search_keywords=Strategic+Roadmapping.md) [AI Maturity Models](https://jobicy.com/jobs?search_keywords=AI+Maturity+Models.md) [Customer Success](https://jobicy.com/jobs?search_keywords=Customer+Success.md) ### Cover Letter Sample Dear Hiring Manager, I am excited to apply for the Senior Director of Customer Experience Strategy role at LivePerson. With over a decade of experience driving CX transformation and leading cross-functional teams, I have a proven track record of helping enterprises adopt conversational AI to achieve measurable business outcomes. My background in data analytics and conversation design aligns perfectly with the dual leadership responsibilities of this role. I have successfully partnered with C-level executives to develop multi-year roadmaps, leveraging AI to improve customer satisfaction and operational efficiency. At my previous company, I led a team that increased automation rates by 40% while enhancing the customer experience. I am confident I can bring that same strategic rigor to LivePerson's clients. I am particularly drawn to LivePerson's Conversational Growth Path framework and would relish the opportunity to guide brands through their AI maturity journey. Thank you for your consideration. I look forward to discussing how I can contribute to your team. Sincerely, [Your Name] Copy ### Sample Interview Questions Describe your experience developing and executing multi-year CX strategies for enterprise clients. How do you ensure alignment with business objectives?I have led several CX transformations where I partnered with C-level executives to create roadmaps. For example, at a previous company, I developed a 3-year plan that moved the client from basic automation to advanced AI, tied to specific KPIs like CSAT and cost savings. I ensure alignment by conducting maturity assessments, building business cases, and establishing governance structures to track progress against goals.How would you use the Conversational Growth Path Maturity Model to drive value for a strategic account?I would start by assessing the client's current maturity level through workshops and data analysis. Then, I'd define a phased roadmap that prioritizes quick wins (like low-effort automation) and builds toward more sophisticated AI use cases (like predictive engagement). Each phase would have clear milestones and success metrics, and I'd present the ROI at each stage to secure executive buy-in.You will lead both Data Analytics and Conversational Design teams. How do you integrate these functions to deliver holistic CX solutions?I believe in a tight feedback loop: analytics provides insights that shape design, and design generates data for analysis. For instance, analytics might reveal a common pain point in the customer journey, which the design team then addresses with a new conversational flow. I hold joint sprint reviews and foster cross-functional collaboration to ensure both teams are aligned on customer outcomes.Describe a time you influenced C-level stakeholders to adopt a new technology or strategy. What approach did you take?I once presented a business case for investing in AI-powered self-service to a skeptical CTO. I used data from a pilot showing a 25% reduction in call volume and projected cost savings. I also addressed his concerns about implementation risk by outlining a phased rollout with measurable checkpoints. He eventually championed the initiative across the organization.How do you stay current with trends in conversational AI and customer experience? Can you give an example of how you applied a trend?I regularly follow industry publications and attend conferences like CX Summit. Recently, I noticed a trend toward proactive outreach using AI. I applied this by designing a program that alerted customers to order issues before they contacted support, resulting in a 15% increase in satisfaction. I also encourage my team to experiment with new features in sandbox environments. Location: USA Remote Status: Fully Remote (#LI-Remote) LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world’s leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world. ## Position Overview LivePerson is seeking a strategic, customer-focused Senior Director of Customer Experience (CX) Strategy to help the world’s leading brands transform how they engage customers through AI-powered conversations. This role partners directly with executive stakeholders at enterprise brands to define and execute their long-term Customer Experience (CX) vision using LivePerson’s Conversational Growth Path (CGP) Maturity Model. The Director will guide customers from foundational automation through advanced AI-driven customer engagement, creating measurable business outcomes across customer satisfaction, operational efficiency, and revenue growth. In addition to customer strategy, this leader will own LivePerson’s Data Analytics and Conversational Design organizations to deliver insight-driven recommendations and exceptional conversational experiences. This is a highly visible leadership role that combines executive consulting, AI strategy, analytics, experience design, and organizational leadership. ## You Will: Key Responsibilities & Impact ### Customer Experience Strategy * Partner with C-level executives and senior business leaders to define enterprise-wide CX transformation strategies. * Partner with the LivePerson Sales and Success organization on Brands long term strategy * Engage with LivePerson Product & Engineering teams to provide Brand requirements and be the interface for new product introductions testing and validation. * Lead customer workshops to assess current capabilities using LivePerson’s Conversational Growth Path (CGP) Maturity Model. * Develop multi-year CX roadmaps that align AI investments with business objectives, customer outcomes, and operational KPIs. * Serve as a trusted advisor on conversational AI, automation, agent experience, customer engagement, and digital transformation. * Translate customer business priorities into strategic initiatives leveraging the LivePerson platform. ### Conversational Growth Path (CGP) * Champion adoption of LivePerson’s CGP framework across strategic accounts. * Conduct maturity assessments and benchmark customers against industry best practices. * Build executive presentations and business cases demonstrating ROI and value realization. * Establish measurable milestones that guide customers through increasing levels of conversational AI maturity. * Drive executive alignment around roadmap priorities and investment decisions. ### Lead the Customer Strategy Center of Excellence Provide leadership for two strategic organizations: Data Analytics * Lead a team of analysts responsible for customer performance measurement and strategic insights. * Develop executive dashboards highlighting business outcomes, customer behavior, operational performance, and AI effectiveness. * Deliver data-driven recommendations that improve containment, conversion, customer satisfaction, and operational efficiency. * Partner with Customer Success and Product teams to identify optimization opportunities. Conversational Design * Lead a team of Conversation Designers responsible for designing intuitive, engaging AI-powered customer journeys. * Establish design standards and best practices for conversational experiences. * Ensure conversation design aligns with customer business goals, brand voice, and user experience principles. * Drive continuous optimization through experimentation, analytics, and customer feedback. ### Executive Leadership * Present strategic recommendations to executive leadership, including CIOs, CMOs, Heads of Customer Experience, and Contact Center leaders. * Influence executive decision-making through business cases supported by quantitative analysis. * Collaborate closely with Sales, Customer Success, Product Management, Marketing, and Services to ensure customer success. * Build repeatable methodologies, playbooks, and strategic frameworks that scale across the organization. Success in this role will be measured by: * Customer adoption of the Conversational Growth Path framework * Executive customer satisfaction and strategic engagement * Achievement of customer business outcomes and ROI * Expansion of AI capabilities across customer environments * Improvements in customer KPIs including: * CSAT * Containment * Automation Rate * Conversion * Revenue Influence * Agent Productivity * Growth and effectiveness of the Analytics and Conversational Design COEs ## You Have: Required Skills & Qualifications * 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 including analytics and/or UX, conversation design, or consulting organizations. * Executive presence with exceptional presentation and communication skills. * 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 to support strategic customer engagements. ## Preferred Skills & Qualifications: * Experience with Conversational AI, Generative AI, or Agentic AI platforms. * Experience in enterprise consulting firms (Accenture, Deloitte, McKinsey, Bain, BCG, etc.) or customer strategy organizations. * Familiarity with CX platforms such as LivePerson, Salesforce, Genesys, NICE, Five9, Zendesk, or Adobe. * MBA or equivalent business consulting experience. The salary range for this role will be between $220,000 – $250,000 USD. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications. ## Our Benefits & Perks We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees. ### 🏥 Health & Wellbeing * Medical, Dental, and Vision Insurance: Comprehensive plans to support your health needs. Wellness Resources: Access to wellbeing resources and programs including our EAP plan.Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling. ### 💰 Financial Security & Growth * 401(k) Retirement Plan: To help you plan for your financial future by offering both the plan and a 4% employer match (100% match on the first 3% contribution and 50% match on the next 2% contribution) HSA & FSA Plans: To help you plan for health related expenses on a pre-tax basis * Employee Stock Purchase Program (ESPP): Participate and receive a discount on company shares, allowing you to directly share in LivePerson’s success and growth. * Additional Insurances: Basic and supplemental life insurance, Accidental Death & Dismemberment (AD&D) insurance, long-term and short-term disability insurance coverage, legal plan, identity theft protection plan, and critical illness supplemental insurance. * Development: Access to internal professional development resources. ### 👨‍👩‍👧‍👦 Time Away & Family Support * Flexible Paid Time Off (PTO): Discretionary PTO package for flexible days off with manager approval. * Paid Public Holidays. * Generous Parental Leave Policy: Including maternity/paternity support and fertility services. ### 💻 Workplace Flexibility * Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility. We also maintain dedicated WeWork space for those who wish to meet colleagues or collaborate in person. ## Why You’ll Love Working Here As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. We’re very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace, and recognized by Gartner as a leader in the Conversational AI space. ## Belonging at LivePerson: Equal Opportunity Employer We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer (EOE). We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by US Federal, State, or Local law. ## Accessibility Commitment LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable accommodations to job applicants with disabilities. Applicants who require a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection. ## Important Candidate Notice The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates’ personal and financial information. The phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets. Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address. LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information, and other related banking information. If you have any questions and or concerns, please feel free to contact recruiting-lp@liveperson.com Show more [Apply now >](https://jobicy.com/jobs/149640-senior-director-customer-experience-strategy.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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