At a Glance
- Tasks: Lead customer experience strategy and drive AI-powered transformations for top brands.
- Company: Join LivePerson, a leader in conversational AI and digital transformation.
- Benefits: Enjoy competitive salary, comprehensive health plans, remote work flexibility, and professional development opportunities.
- Other info: Fully remote role with a focus on diversity and inclusion.
- Why this job: Make a real impact by shaping customer engagement strategies with cutting-edge AI technology.
- Qualifications: 10+ years in customer experience or digital strategy, with strong leadership and analytical skills.
The predicted salary is between 90000 - 110000 £ per year.
Location: UK Remote Status: Fully Remote (#LI-Remote)
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.
Position Overview
LivePerson is seeking a strategic, customer-focused Senior Director of Customer Experience (CX) Strategy to help the world's leading brands transform how they engage customers through AI-powered conversations. 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 Growth Path (CGP) Maturity Model. 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.
In addition to customer strategy, this leader will own LivePerson's Data Analytics and Conversational Design organizations to deliver insight-driven recommendations and exceptional conversational experiences. This is a highly visible leadership role that combines executive consulting, AI strategy, analytics, experience design, and organizational leadership.
You Will: Key Responsibilities & Impact
- Customer Experience Strategy
- Partner with C-level executives and senior business leaders to define enterprise-wide CX transformation strategies.
- Partner with the LivePerson Sales and Success organization on Brands long term strategy.
- Engage with LivePerson Product & Engineering teams to provide Brand requirements and be the interface for new product introductions testing and validation.
- Lead customer workshops to assess current capabilities using LivePerson's Conversational Growth Path (CGP) Maturity Model.
- Develop multi-year CX roadmaps that align AI investments with business objectives, customer outcomes, and operational KPIs.
- Serve as a trusted advisor on conversational AI, automation, agent experience, customer engagement, and digital transformation.
- Translate customer business priorities into strategic initiatives leveraging the LivePerson platform.
- Conversational Growth Path (CGP)
- Champion adoption of LivePerson's CGP framework across strategic accounts.
- Conduct maturity assessments and benchmark customers against industry best practices.
- Build executive presentations and business cases demonstrating ROI and value realization.
- Establish measurable milestones that guide customers through increasing levels of conversational AI maturity.
- Drive executive alignment around roadmap priorities and investment decisions.
- Lead the Customer Strategy Center of Excellence
- Provide leadership for two strategic organizations: Data Analytics and Conversational Design.
- Data Analytics
- Lead a team of analysts responsible for customer performance measurement and strategic insights.
- Develop executive dashboards highlighting business outcomes, customer behavior, operational performance, and AI effectiveness.
- Deliver data-driven recommendations that improve containment, conversion, customer satisfaction, and operational efficiency.
- Partner with Customer Success and Product teams to identify optimization opportunities.
- Conversational Design
- Lead a team of Conversation Designers responsible for designing intuitive, engaging AI-powered customer journeys.
- Establish design standards and best practices for conversational experiences.
- Ensure conversation design aligns with customer business goals, brand voice, and user experience principles.
- Drive continuous optimization through experimentation, analytics, and customer feedback.
- Present strategic recommendations to executive leadership, including CIOs, CMOs, Heads of Customer Experience, and Contact Center leaders.
- Influence executive decision-making through business cases supported by quantitative analysis.
- Collaborate closely with Sales, Customer Success, Product Management, Marketing, and Services to ensure customer success.
- Build repeatable methodologies, playbooks, and strategic frameworks that scale across the organization.
Success in this role will be measured by:
- Customer adoption of the Conversational Growth Path framework.
- Executive customer satisfaction and strategic engagement.
- Achievement of customer business outcomes and ROI.
- Expansion of AI capabilities across customer environments.
- Improvements in customer KPIs including: CSAT, Containment, Automation Rate, Conversion, Revenue Influence, Agent Productivity.
- Growth and effectiveness of the Analytics and Conversational Design COEs.
You Have: Required Skills & Qualifications
- 10+ years of experience in Customer Experience, Digital Strategy, Management Consulting, Customer Success, or Enterprise SaaS.
- Experience advising executive stakeholders on business transformation initiatives.
- Strong understanding of contact center operations, customer experience strategy, and conversational AI.
- Experience leading cross-functional teams including analytics and/or UX, conversation design, or consulting organizations.
- Executive presence with exceptional presentation and communication skills.
- Strong analytical skills with the ability to translate data into strategic recommendations.
- Experience building customer roadmaps and executive business cases.
- Ability to travel as needed to support strategic customer engagements.
Preferred Skills & Qualifications:
- Experience with Conversational AI, Generative AI, or Agentic AI platforms.
- Experience in enterprise consulting firms (Accenture, Deloitte, McKinsey, Bain, BCG, etc.) or customer strategy organizations.
- Familiarity with CX platforms such as LivePerson, Salesforce, Genesys, NICE, Five9, Zendesk, or Adobe.
- MBA or equivalent business consulting experience.
We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees.
- Medical and Dental Insurance: Comprehensive plans to support your health needs.
- Wellness Resources: Access to wellbeing resources and programs including our EAP plan.
- Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling.
Financial Security & Growth
- Workplace Pension Scheme: 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 contribution of 5% or more.
- Employee Stock Purchase Program (ESPP): Participate and receive a discount on company shares, allowing you to directly share in LivePerson's success and growth.
- Additional Insurances: Group Life insurance, Group Income Protection and Group Critical Illness cover.
- Development: Access to internal professional development resources.
- Paid Time Off (PTO): 28 days leave (in addition to Bank Holidays). Plus, because life happens, we offer up to 5 additional Emergency Care Days once your PTO is exhausted - ensuring you're supported during unexpected family or personal situations.
- Parental Leave Policy: Paid Parental Leave and Maternity support.
- Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility. We also have access to WeWork space for those who wish to meet colleagues or collaborate in person.
Why You’ll Love Working Here
As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace, and recognized by Gartner as a leader in the Conversational AI space.
Belonging at LivePerson: Equal Opportunity Employer
We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer (EOE). We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by US Federal, State, or Local law.
Accessibility Commitment
LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable accommodations to job applicants with disabilities. Applicants who require a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.
Senior Director, Customer Experience Strategy New London, UK employer: LivePerson, Inc.
LivePerson is an exceptional employer that champions innovation and collaboration in the rapidly evolving field of AI-powered customer experience. With a strong focus on employee growth, you will have access to mentorship opportunities and be part of a high-visibility leadership team that values your insights and contributions. Located in a dynamic environment, LivePerson fosters a culture of creativity and inclusivity, making it an ideal place for professionals eager to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Director, Customer Experience Strategy New London, UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LivePerson, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LivePerson, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Director, Customer Experience Strategy New London, UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LivePerson, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at LivePerson, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LivePerson, Inc.!
How to prepare for a job interview at LivePerson, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
