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 cu