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- Tasks: Lead and innovate in customer experience and AI solutions for top B2B clients.
- Company: Join a dynamic team at tmp, where curiosity meets technology.
- Benefits: Enjoy generous holidays, private healthcare, and well-being support.
- Other info: Diverse and inclusive culture that values potential over perfection.
- Why this job: Shape the future of CX and AI while driving impactful change.
- Qualifications: 8-10+ years in B2B CX or digital strategy with team leadership experience.
The predicted salary is between 80000 - 120000 £ per year.
tmp helps B2B marketing leaders create coherence in a chaotic world. We’re looking for obsessively curious people to join us. You’ll join 300 B2B experts across strategy, data, creative, media, client services, Sales activation, and shared services. Different skills brought together in integrated teams, centred around our clients: the world’s most impactful tech companies. So, if you’re interested in what makes the world work, if you find solving complex problems fun, and you love making the answers as simple as possible, then we’d love to hear from you.
At tmp, we partner with leading B2B organisations to rethink and reinvent their customer experience in a world shaped by AI, data, and evolving buyer expectations. This role sits at the intersection of CX strategy, digital experience (DX), and AI innovation. It has been created to drive a step change in how we design, deliver, and commercialise CX and AI-enabled solutions across our client base. You will lead and grow our DX capability, working closely with strategy, engineering, UX, and client services teams to deliver high-impact work while shaping how tmp evolves its AI-enabled offering. This is a senior, hands-on leadership role combining team leadership, client strategy, and commercial ownership.
What you will do
- Lead and develop the DX team, including engineering and UX specialists
- Define and evolve the vision, positioning, and capabilities of the DX function
- Build a high-performing, scalable team aligned to client and commercial needs
- Partner with senior leadership to ensure the DX team is integrated into broader agency delivery
- Lead CX and digital experience strategy engagements for enterprise B2B clients
- Work with marketing, revenue, and digital teams to design coherent, end-to-end customer experiences
- Translate business challenges into actionable CX, UX, and technology solutions
- Shape projects such as: Website and platform CX strategy, Customer journey and lifecycle design, AI-enabled experience design
- Act as a senior client partner, confident engaging at executive level
- Stay at the forefront of developments in AI, applying both curiosity and critical thinking
- Identify practical opportunities to embed AI into client solutions and internal ways of working
- Help define and evolve tmp’s AI-augmented operating model
- Work closely with the CSO to shape the agency’s AI narrative and go-to-market approach
- Drive growth in DX, CX, and AI-related revenue streams
- Identify and develop new opportunities within existing and prospective clients
- Support and lead pitches, proposals, and capability storytelling
- Ensure work is delivered in a commercially effective way, balancing quality and profitability
Who you are
- Highly curious about AI, technology, and customer experience
- Commercially minded, with a strong understanding of how strategy drives revenue
- Comfortable operating at both strategic and hands-on levels
- Confident working with both senior executives and technical specialists
- A collaborative leader who can bring multiple disciplines together
What you will need
- 8–10+ years’ experience working with large B2B organisations across CX, DX, or digital strategy
- Proven experience leading and growing teams in an agency or consultancy environment
- Strong track record delivering CX, UX, or digital transformation projects
- Experience working with Martech and digital platforms
- Demonstrated experience applying or delivering projects involving AI (including GenAI)
- Ability to translate complex concepts into clear, actionable strategies
- Strong commercial acumen and experience contributing to revenue growth
What we offer in return
- Generous holiday allowance (Plentiful PTO)
- Shutdown between Christmas and New Year
- Private healthcare and dental insurance
- Group income protection
- Salary sacrifice pension scheme
- Access to well-being coaching or counselling sessions once a week
- Financial health support
- Parental leave – 12 weeks full pay for primary carers and an additional 50% pay for 12 more weeks
- Use our portal to access discounts and cashback at plenty of retailers
- Sign up for our cycle-to-work scheme
- Sustainable Future Giving. We want to help create a positive impact on our planet by donating to plant trees, track our impact, and helping to reduce emissions.
A note on applying
Not sure you tick every box? Apply anyway. Research shows some people hold back unless they meet 100% of the requirements. We do not want that to be you. At tmp, we hire for potential, mindset, and character as much as experience. If you are excited about the role but your background is not a perfect match, we would still love to hear from you. You might be exactly what we are looking for, either for this role or another. We are committed to building a diverse team because diversity fuels creativity and better results for everyone. We encourage applications from all backgrounds. If you need any accommodations during the process, just let us know.
As an employee of tmp, we expect you to remain up to date with information security training and policies, and the company policies set out in your contract. For management roles, this includes ensuring members of your team undertake relevant training and adhere to company policies.
Director, CX and AI employer: The Marketing Practice
Contact Detail:
The Marketing Practice Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director, CX and AI
✨Tip Number 1
Network like a pro! Reach out to your connections in the B2B space, especially those who work with CX and AI. A friendly chat can lead to opportunities you might not find on job boards.
✨Tip Number 2
Show off your expertise! Create a portfolio or case studies that highlight your experience in CX, DX, and AI projects. This will give potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by researching tmp’s recent projects and their approach to AI and customer experience. Tailor your answers to show how your skills align with their needs and values.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Director, CX and AI
Some tips for your application 🫡
Show Your Curiosity: We want to see your passion for AI and customer experience shine through in your application. Share examples of how you've explored these areas, whether through projects, research, or personal interests.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience in CX, DX, and AI. We love seeing how your unique skills can contribute to our team and the exciting work we do.
Be Authentic: Don’t be afraid to let your personality come through in your application. We value character and mindset just as much as experience, so share what makes you tick and why you're excited about this role.
Apply Through Our Website: For the best chance of getting noticed, make sure to apply directly through our website. It helps us keep track of applications and ensures you’re considered for the role you’re interested in.
How to prepare for a job interview at The Marketing Practice
✨Show Your Curiosity
As a candidate for the Director, CX and AI role, it's crucial to demonstrate your obsession with curiosity. Prepare insightful questions about how tmp approaches AI and customer experience. This shows you're not just interested in the role but also in the company's mission and challenges.
✨Highlight Your Leadership Experience
Since this role involves team leadership, be ready to discuss your past experiences in leading teams, especially in agency or consultancy environments. Share specific examples of how you've built high-performing teams and integrated diverse skills to achieve client goals.
✨Connect Strategy to Revenue
tmp is looking for someone who understands how strategy drives revenue. Be prepared to talk about your commercial acumen and provide examples of how your strategic decisions have led to revenue growth in previous roles. This will show that you can balance quality with profitability.
✨Demonstrate Your Problem-Solving Skills
The role requires solving complex problems and simplifying them for clients. Prepare to discuss specific projects where you've translated business challenges into actionable strategies, particularly in CX, UX, or digital transformation. Use these examples to showcase your critical thinking and innovative approach.