Sr. Director, Customer Experience and Strategic Execution

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Director, Customer Experience and Strategic Execution based in Canada.

The Sr. Director, Customer Experience and Strategic Execution will lead a multidisciplinary organization focused on elevating customer experience, resolving complex escalations, and delivering strategic business initiatives. This executive role brings together customer journey management, enterprise program governance, continuous improvement, and proactive customer recovery. Leading a team of approximately 20 professionals, the successful candidate will collaborate across Product, Technology, Support, Sales, Customer Success, Finance, and other functions to improve retention, onboarding outcomes, and service quality. The role combines strategic planning and financial accountability with hands-on operational leadership, data-driven decision-making, and organizational change. It also offers the opportunity to scale AI-enabled productivity initiatives, strengthen cross-functional execution, and establish sustainable processes that deliver measurable business impact.