LivePerson - Senior Director, 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. • 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: • Automation Rate • Revenue Influence • Agent Productivity • Growth and effectiveness of the Analytics and Conversational Design COEs • 10+ years of experience in Customer Experience, Digital Strategy, Management Consulting, Customer Success, or Enterprise SaaS. • 10+ years • 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. • 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.