Senior Director, Customer Experience | Growth & Transformation

The posting, as Red Ventures wrote it

As a Senior Director, Customer Experience , you will lead CX within strategic client partnerships and help build the next generation of experience talent at RV Growth & Transformation.

We are looking for a full-stack experience leader with both breadth and depth, someone who leads through both direction and direct contribution. You have operated end-to-end across experience strategy, customer research and insights, UX/UI, prototyping, delivery, measurement, and iteration. You are proficient across the full lifecycle, with deep expertise and craft in several areas, and have the judgment to know when to go deep yourself and when specialized expertise will make the work stronger.

You are also fluent in AI/ML, personalization, and agentic customer experiences . You understand how these capabilities can reshape customer journeys and have experience turning them into real, deployed experiences, not just concepts.

What You’ll Do

Lead CX Within the Partnership

• Own experience strategy and execution across high-value customer journeys, connecting customer needs, business objectives, and measurable outcomes.
• Build trusted relationships with senior client partners across Design, CX and Marketing
• Work across disciplines to identify opportunities, make tradeoffs, and move ideas from strategy into market.
• Bring together customer insight, business context, data, and technology to identify where experience can drive greater impact.

Lead Through the Work

• Personally contribute across the experience lifecycle: strategy, insights, UX/UI, prototype, ship, measure, iterate.
• Lead and develop multidisciplinary design teams while staying actively involved in the highest-value customer and product problems.
• Coach designers to become more full-stack, expanding their ability to connect customer insight, product thinking, craft, technology, data, and business outcomes.
• Maintain a high bar for experience quality while creating the conditions for teams to move quickly and own outcomes.
• Know when to step directly into the work, when to create space for others to lead, and when to bring in specialized expertise.

Build AI-Native Customer Experiences

• Shape and deploy AI-powered, personalized, conversational, and agentic experiences across customer journeys.
• Partner with Product, Engineering, and Data to move AI experiences from opportunity and concept through prototype and into production.
• Help teams adopt AI-native approaches to research, design, prototyping, experimentation, and delivery.
• Apply strong judgment around trust, transparency, customer control, quality, and the evolving relationship between people and intelligent systems.

Drive Outcomes & Continuous Learning

• Establish clear hypotheses and success measures for experience initiatives.
• Use customer feedback, behavioral data, experimentation, and business metrics to understand what's working and determine what to do next.
• Build strong feedback loops between what

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