Director, CX Excellence Lead (Commercial Forward Impact Team)

Role Summary

The Director of CX Pod Excellence leads and develops a distributed team of CX Leads embedded across Commercial Forward Impact Teams, driving customer experience transformation at scale. The role blends people leadership, operational excellence, and CX innovation to deliver high-quality experiences while accelerating delivery through AI-augmented workflows. Focus is on resource optimization, talent development, and maintaining top quality standards across Forward Impact Teams (FITs) in a fast-paced environment.

Responsibilities

• Lead, develop, and inspire CX Leads (directors and managers) across FIT pods; manage resource allocation and capacity planning with dynamic adjustments based on priorities
• Provide coaching and mentorship on complex CX challenges; serve as escalation point for difficult situations
• Build talent pipelines through hiring, onboarding, and succession planning for CX Lead roles; partner with stakeholders to identify skill gaps and create targeted development programs
• Foster a distributed community of CX Leads through regular meetings, knowledge sharing, peer coaching, and growth-focused 1:1s
• Direct CX delivery for strategic FIT projects during critical phases or surge periods; advise on complex challenges and model best practices through hands-on work
• Ensure consistent quality and velocity standards across all CX delivery pods; identify patterns and collaborate on scalable solutions
• Balance hands-on delivery with strategic leadership (60/40 split); maintain pod involvement to ground coaching in reality

Qualifications

• Required: 8+ years progressive CX/UX experience with 3+ years managing distributed teams
• Required: Bachelor’s degree in relevant field
• Required: Proven track record developing high-performing CX practitioners
• Required: Deep expertise across full CX toolkit (research, design, testing, metrics)
• Required: Experience managing matrixed teams in embedded models
• Required: Strong coaching and mentorship capabilities
• Required: Excellent stakeholder management across all organizational levels
• Required: Demonstrated ability to balance people leadership with hands-on delivery
• Required: Demonstrated AI-first mindset and willingness to adopt augmented workflows to accelerate delivery
• Required: Ability to thrive in a fast-paced environment and foster collaboration
• Required: Strong analytical skills and ability to translate data into actionable decisions
• Required: Excellent communication and storytelling skills to align diverse stakeholders
• Required: Ability to lead without authority through ambiguity and deliver high-impact solutions quickly
• Preferred: Master’s Degree
• Preferred: Experience in pharmaceutical or healthcare industries
• Preferred: Background managing federated or embedded team models
• Preferred: Experience with AI-augmented CX practices
• Preferred: Track record of building high-performing teams in lean organizations

Education

• Bachelor’s degree in relevant field

Additional Requirements

• Physical/Mental: Ability to manage multiple complex projects simultaneously; strong analytical and problem-solving skills; ability to lead cross-functional teams
• Digital: Strong digital literacy with an AI-first mindset; ability to evaluate and integrate generative tools to solve design challenges at scale
• Travel & Work Arrangements: Hybrid work location with onsite presence as required; occasional travel for workshops, meetings, or stakeholder engagement; ability to work across global time zones as needed