Director, CX Strategy

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $128k - $152k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

ABC Fitness

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

⚕️ Healthcare Insurance

🧘 Wellness

SaaS • Healthcare Insurance • Wellness

ABC Fitness is a leading tech provider specializing in software solutions for gym and fitness businesses worldwide. With a suite of platforms including gym management, member management, and personal training solutions, ABC Fitness empowers businesses of all sizes to optimize operations, engage members, and drive growth. Their solutions are designed to cater to a wide range of fitness business models, from large gyms to boutique studios and personal trainers, ensuring they meet the unique needs of their users.

📋 Description

• Build ABC’s centralized Voice of Client program from the ground up, including strategy, operating model, governance, roadmap, and success measures • Define how client feedback is collected, structured, connected, analyzed, and activated across surveys, support interactions, client success notes, product usage, reviews, sales feedback, interviews, retention signals, and operational data • Evaluate VoC, CX analytics, text analytics, client intelligence, workflow, and reporting tools • Define system requirements, recommend scalable architecture, and lead tool/system selection with key stakeholders • Create an insights layer that turns fragmented client feedback into trusted, decision-ready recommendations • Establish governance forums, ownership models, dashboards, escalation paths, and closed-loop processes • Own and drive high-impact Client Experience optimization workstreams from problem definition through recommendation, execution, measurement, and follow-through • Partner with senior leaders and cross-functional teams to prioritize opportunities, resolve tradeoffs, and connect client insights to business outcomes • Coach and influence team members through operating discipline, clear communication, and follow-through • Report to the VP, Client Experience as an individual contributor

🎯 Requirements

• 12+ years of experience in Client Experience, Voice of Client / Voice of Customer, client insights, strategy, operations, or a related discipline, including significant experience building or redesigning VoC programs • Demonstrated experience designing VoC program architecture, not only operating an existing program • Strong fluency with omnichannel client signal design • Ability to evaluate tools, systems, data flows, reporting needs, and operating processes to recommend scalable VoC architecture • Executive-ready communication skills • Proven ability to lead cross-functional initiatives with minimal oversight and without formal authority • Strong operational mindset, high accountability, and a high say/do ratio • Ability to use data to define priorities, make decisions, measure impact, and improve how teams operate • Sound judgment in ambiguous situations • Experience with VoC, CX analytics, text analytics, client intelligence, workflow, or reporting platforms such as Qualtrics, Medallia, Gainsight, Salesforce, Zendesk, Tableau, Power BI, Looker, or similar tools • Experience using AI-assisted analysis, text analytics, or summarization tools • Experience building closed-loop feedback systems • Experience in SaaS, payments, fitness technology, member experience, or multi-product platform environments • Experience coaching or informally leading team members, with interest in future people leadership as the program scales

🏖️ Benefits

• Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset • Open PTO policy • Days of Disconnect – one collective day off once a quarter • Parental & Pawternity Leave • Best Life Perk – quarterly fitness reimbursement • Medical/Dental/Vision coverage • EAP • Premium Calm App subscription for you and up to 4 dependents over the age of 16 • Other benefits and compensation may include bonuses, commissions, equity, or other incentive programs, where applicable

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume