What are the responsibilities and job description for the Director Customer Experience CX position at CompSource Mutual?
Description
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.
