Director Customer Experience CX (Finance)

We're looking for an experienced Director of Customer Experience (CX) to lead and elevate our customer journey. This leadership role will shape and execute a strategy that enhances engagement, retention, and advocacy across all touchpoints. You'll drive service excellence, optimize operations, and leverage AI and automation to improve processes and exceed customer expectations. This is a high-impact role for a strategic, data-driven leader passionate about delivering exceptional customer experiences. If that's you, we would love to see your application!

What We're Offering:  

Full-time Director, Customer Experience (CX) position in Oklahoma City, OK reporting to the Executive Vice President, Marketing. Hybrid work schedule, 3 days in office and 2 days remote weekly. Relocation assistance will be offered, if applicable. Competitive salary with comprehensive benefit package including: free employee medical/dental/vision/life/ad&d insurance, company match 401k with immediate vesting, generous paid time off and wellness leave, floating holiday, and voluntary benefits.

What You'll Do:

• Develop and execute a customer experience strategy aligned with business goals.
• Collaborate with leadership, product, IT, marketing, and operations to deliver customer-centric solutions.
• Optimize the entire customer journey, from onboarding to long-term retention.
• Leverage data and analytics to enhance personalization, improve satisfaction, and drive growth.
• Implement AI, automation, and self-service tools to scale support operations efficiently.
• Establish and track key CX metrics (NPS, CSAT) to measure and improve performance.
• Champion a culture of continuous improvement, using customer insights to refine products and services.

Who We're Looking For:

Candidates should have 10+ years of experience leading customer experience, service, or operations teams, with a Bachelor's degree required (MBA preferred). A strong background in CX strategy, analytics, and customer journey optimization is essential, along with proven leadership in cross-functional collaboration and stakeholder management. Experience in scaling CX operations using AI, automation, and self-service tools is key, as is familiarity with CX technologies, CRM systems, and journey mapping tools like Mural, UXPressia, or Smaply. Candidates should also have experience managing or implementing a Voice-of-the-Customer (VoC) program to monitor and measure customer sentiment, such as Net Promoter Score (NPS).  While not required, experience in the insurance industry is a plus.