Customer Experience Director

🕒 April 26

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

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OGC Global

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 B2B

🏢 Enterprise

☁️ SaaS

B2B • Enterprise • SaaS

OGC Global is a company focused on enhancing customer experience management through rigorous and vision-led methods. They specialize in maturing Voice of the Customer (VoC) programs, using partnerships with Medallia and Qualtrics to improve customer experience platforms. Their services include market research, where they design surveys and analyze data to support businesses in understanding their markets better. The company also has expertise in business intelligence and data science, employing advanced modeling techniques to draw actionable insights for decision-making. OGC Global works with Fortune 100 companies in various sectors, including financial services and telecommunications, providing solutions that streamline processes and enable informed business strategies.

📋 Description

• 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.) • 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 • Mentor team members and support their professional growth • Oversee customer research, survey programs, and journey analytics • Manage multiple CX work streams and ensure timely delivery of outputs

🎯 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

🏖️ Benefits

• Professional development • Flexible work arrangements