Senior Director of Customer Experience (Growth & Transformation)

• As a Senior Director, Customer Experience, you will lead CX within strategic client partnerships and help build the next generation of experience talent at RV Growth & Transformation
• Lead CX Within the Partnership
• Own experience strategy and execution across high-value customer journeys, connecting customer needs, business objectives, and measurable outcomes
• Build trusted relationships with senior client partners across Design, CX and Marketing
• Work across disciplines to identify opportunities, make tradeoffs, and move ideas from strategy into market
• Bring together customer insight, business context, data, and technology to identify where experience can drive greater impact
• Lead Through the Work
• Personally contribute across the experience lifecycle: strategy, insights, UX/UI, prototype, ship, measure, iterate
• Lead and develop multidisciplinary design teams while staying actively involved in the highest-value customer and product problems
• Coach designers to become more full-stack, expanding their ability to connect customer insight, product thinking, craft, technology, data, and business outcomes
• Maintain a high bar for experience quality while creating the conditions for teams to move quickly and own outcomes
• Know when to step directly into the work, when to create space for others to lead, and when to bring in specialized expertise
• Build AI-Native Customer Experiences
• Shape and deploy AI-powered, personalized, conversational, and agentic experiences across customer journeys
• Partner with Product, Engineering, and Data to move AI experiences from opportunity and concept through prototype and into production
• Help teams adopt AI-native approaches to research, design, prototyping, experimentation, and delivery
• Apply strong judgment around trust, transparency, customer control, quality, and the evolving relationship between people and intelligent systems
• Drive Outcomes & Continuous Learning
• Establish clear hypotheses and success measures for experience initiatives
• Use customer feedback, behavioral data, experimentation, and business metrics to understand what’s working and determine what to do next
• Build strong feedback loops between what we learn, what we design, what we ship, and how the experience evolves
• Bring learnings back into RVGT, helping turn successful approaches into reusable methods, tools, and ways of working across partnerships

Benefits

• Hybrid Schedule & Flexible PTO: Take advantage of 3-4 days in-office per week and 1-2 WFH days per week (varying by team), and a robust Paid Time Off program that includes logging off for “Winter Week.”
• Family Support, Planning, and Fertility: Our benefit offerings support every unique path to parenthood including fertility, egg freezing, adoption, surrogacy, parental bonding, and more.
• Mentorship Culture: Find a mentor, be a mentor, say yes to something new. This is a place where you’re guaranteed to build connections that extend past your immediate team and even your tenure at RV.
• Purpose & Community: We empower employees to make an impact for causes they care about, and we invest heavily in systemic impact through nonprofits like Road to Hire.
• World-Class Wellness: In addition to the on-site amenities at HQ, our unique wellness benefits include free therapy sessions and counseling for U.S. employees and family members.

• We are looking for a full-stack experience leader with both breadth and depth, someone who leads through both direction and direct contribution
• You have operated end-to-end across experience strategy, customer research and insights, UX/UI, prototyping, delivery, measurement, and iteration
• You are proficient across the full lifecycle, with deep expertise and craft in several areas, and have the judgment to know when to go deep yourself and when specialized expertise will make the work stronger
• You are also fluent in AI/ML, personalization, and agentic customer experiences
• You understand how these capabilities can reshape customer journeys and have experience turning them into real, deployed experiences, not just concepts
• AI/ML and agentic CX expertise: You have meaningful hands-on experience translating AI, personalization, conversational, or agentic capabilities into real customer experiences
• 10+ years of experience in product design, customer experience, experience strategy, digital product, or related disciplines, including meaningful experience leading teams and complex digital experiences
• Leadership through the work: You can lead and develop strong teams while remaining close enough to the work to raise its quality, solve difficult problems, and accelerate execution
• Client leadership: You can build trusted relationships with senior stakeholders, navigate ambiguity and competing priorities, and influence cross-functional decisions
• Product and business judgment: You understand how customer experience, technology, and business performance connect and can translate experience decisions into measurable outcomes
• Full-stack design leadership: You have personally operated across the end-to-end experience lifecycle and can contribute meaningfully from strategy through execution and optimization, with demonstrated depth and craft in several areas
• Talent development: You have a track record of developing strong designers and helping people expand their capabilities beyond traditional discipline boundaries