Location: USA
Remote Status: Fully Remote (#LI-Remote)
Position OverviewLivePerson 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 & ImpactCustomer 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 ExcellenceProvide 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 & PerksWe 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.
