Senior Director, Customer Experience Strategy

<p><strong>Location: </strong> UK&nbsp; <strong>Remote Status:</strong> Fully Remote (#LI-Remote)</p>

<p>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.</p>

<h3><strong>Position Overview</strong></h3>

<p>LivePerson is seeking a strategic, customer-focused <strong>Senior Director of Customer Experience (CX) Strategy</strong> to help the world's leading brands transform how they engage customers through AI-powered conversations.</p>

<p>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 <strong>Growth Path (CGP) Maturity Model</strong>. 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.</p>

<p>In addition to customer strategy, this leader will own LivePerson's <strong>Data Analytics and Conversational Design </strong>organizations to deliver insight-driven recommendations and exceptional conversational experiences.</p>

<p>This is a highly visible leadership role that combines executive consulting, AI strategy, analytics, experience design, and organizational leadership.</p>

<h3><strong>You Will: Key Responsibilities &amp; Impact</strong></h3>

<h4><strong>Customer Experience Strategy</strong></h4>

<ul>

<li>Partner with C-level executives and senior business leaders to define enterprise-wide CX transformation strategies.</li>

<li>Partner with the LivePerson Sales and Success organization on Brands long term strategy</li>

<li>Engage with LivePerson Product &amp; Engineering teams to provide Brand requirements and be the interface for new product introductions testing and validation.&nbsp;&nbsp;</li>

<li>Lead customer workshops to assess current capabilities using LivePerson's <strong>Conversational Growth Path (CGP) Maturity Model.</strong></li>

<li>Develop multi-year CX roadmaps that align AI investments with business objectives, customer outcomes, and operational KPIs.</li>

<li>Serve as a trusted advisor on conversational AI, automation, agent experience, customer engagement, and digital transformation.</li>

<li>Translate customer business priorities into strategic initiatives leveraging the LivePerson platform.</li>

</ul>

<h4><strong>Conversational Growth Path (CGP)</strong></h4>

<ul>

<li>Champion adoption of LivePerson's CGP framework across strategic accounts.</li>

<li>Conduct maturity assessments and benchmark customers against industry best practices.</li>

<li>Build executive presentations and business cases demonstrating ROI and value realization.</li>

<li>Establish measurable milestones that guide customers through increasing levels of conversational AI maturity.</li>

<li>Drive executive alignment around roadmap priorities and investment decisions.</li>

</ul>

<h4><strong>Lead the Customer Strategy Center of Excellence</strong></h4>

<p>Provide leadership for two strategic organizations:</p>

<p><strong>Data Analytics</strong></p>

<ul>

<li>Lead a team of analysts responsible for customer performance measurement and strategic insights.</li>

<li>Develop executive dashboards highlighting business outcomes, customer behavior, operational performance, and AI effectiveness.</li>

<li>Deliver data-driven recommendations that improve containment, conversion, customer satisfaction, and operational efficiency.</li>

<li>Partner with Customer Success and Product teams to identify optimization opportunities.</li>

</ul>

<p><strong>Conversational Design</strong></p>

<ul>

<li>Lead a team of Conversation Designers responsible for designing intuitive, engaging AI-powered customer journeys.</li>

<li>Establish design standards and best practices for conversational experiences.</li>

<li>Ensure conversation design aligns with customer business goals, brand voice, and user experience principles.</li>

<li>Drive continuous optimization through experimentation, analytics, and customer feedback.</li>

</ul>

<h4><strong>Executive Leadership</strong></h4>

<ul>

<li>Present strategic recommendations to executive leadership, including CIOs, CMOs, Heads of Customer Experience, and Contact Center leaders.</li>

<li>Influence executive decision-making through business cases supported by quantitative analysis.</li>

<li>Collaborate closely with Sales, Customer Success, Product Management, Marketing, and Services to ensure customer success.</li>

<li>Build repeatable methodologies, playbooks, and strategic frameworks that scale across the organization.</li>

</ul>

<p><strong>Success in this role will be measured by:</strong></p>

<ul>

<li>Customer adoption of the Conversational Growth Path framework</li>

<li>Executive customer satisfaction and strategic engagement</li>

<li>Achievement of customer business outcomes and ROI</li>

<li>Expansion of AI capabilities across customer environments</li>

<li>Improvements in customer KPIs including:</li>

<ul>

<li>CSAT</li>

<li>Containment</li>

<li>Automation Rate</li>

<li>Conversion</li>

<li>Revenue Influence</li>

<li>Agent Productivity</li>

</ul>

<li>Growth and effectiveness of the Analytics and Conversational Design COEs</li>

</ul>

<h3><strong>You Have: Required Skills &amp; Qualifications</strong></h3>

<ul>

<li><strong>10+ years</strong> of experience in Customer Experience, Digital Strategy, Management Consulting, Customer Success, or Enterprise SaaS.</li>

<li>Experience advising executive stakeholders on business transformation initiatives.</li>

<li>Strong understanding of <strong>contact center operations, customer experience strategy, and conversational AI</strong>.</li>

<li>Experience leading cross-functional teams including analytics and/or UX, conversation design, or consulting organizations.</li>

<li>Executive presence with exceptional presentation and communication skills.</li>

<li>Strong analytical skills with the ability to translate data into strategic recommendations.</li>

<li>Experience building customer roadmaps and executive business cases.</li>

<li>Ability to travel as needed to support strategic customer engagements.</li>

</ul>

<h3><strong>Preferred Skills &amp; Qualifications:</strong></h3>

<ul>

<li>Experience with Conversational AI, Generative AI, or Agentic AI platforms.</li>

<li>Experience in enterprise consulting firms (Accenture, Deloitte, McKinsey, Bain, BCG, etc.) or customer strategy organizations.</li>

<li>Familiarity with CX platforms such as LivePerson, Salesforce, Genesys, NICE, Five9, Zendesk, or Adobe.</li>

<li>MBA or equivalent business consulting experience.</li>

</ul>

<h3><strong>Our Benefits &amp; Perks</strong></h3>

<p>We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees.</p>

<h4><strong>🏥 Health &amp; Wellbeing</strong></h4>

<ul>

<li><strong>Medical and Dental Insurance: </strong>Comprehensive plans to support your health needs.</li>

</ul>

<p><strong>Wellness Resources: Access to wellbeing resources and programs including our EAP plan.</strong><strong>Health &amp; Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling.</strong></p>

<h4><strong>💰 Financial Security &amp; Growth</strong></h4>

<ul>

<li><strong>Workplace Pension Scheme</strong>: To help you plan for your financial future, our default pension setup starts with a 5% Company contribution (when you contribute 4%) and we’ll boost our contribution to 7.5% for any employee c