Senior Director, Customer Experience Strategy

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. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.

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

• 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.

Executive Leadership

• 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.

Our Benefits & Perks

We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees.

🏥 Health & Wellbeing

• 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.

👨‍👩‍👧‍👦 Time Away & Family Support

• 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. 

💻 Workplace Flexibility

• 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.

Important Candidate Notice

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information. The phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.

Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address. LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information, and other related banking information. If you have any questions and or concerns, please feel free to contact recruiting-lp@liveperson.com