Senior Director, CX Strategy & Solutions

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
• We are a global team united by our desire to connect diverse people with shared values for a bolder impact.

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships, we'll always find EMPATHY

As the Sr. Dir., Customer Experience Strategy & Transformation, you will be instrumental in shaping our future growth by leading the development and execution of high-value customer experience strategies and transformative initiatives for our clients and prospects. Leveraging your proven experience in building and leading successful CX programs, developing impactful go-to-market strategies, and driving tangible results for key clients, you will spearhead our efforts to partner with executive leaders, optimize our service offerings, and establish us as a recognized thought leader in the customer experience space. Your expertise in translating data into actionable strategies and building scalable service models will be critical to our success.

Requirements

• Develop a deep knowledge & love for Boldr Economics, Impact and desire to shape the future for our belief that Talent is Everywhere but opportunity is not.
• Spearhead the growth of our Strategic CX Transformation & Consulting practice, advising the CRO and partnering with the VP Client Experience to build, iterate and launch new service lines, further establishing Boldr as the trusted CX advisor in the BPO industry.
• Design and deliver comprehensive CX solutions and strategic guidance, guiding prospects and key clients through the creation and implementation of transformative roadmaps.
• Conduct strategic evaluations of key client CX programs, proactively identifying opportunities for improvement and presenting compelling recommendations.
• Cultivate and nurture relationships with C-suite executives (VP of CX, CCO, COO, etc.) at key clients and prospects, to understand their strategic objectives and position our services to enable positive outcomes.
• Drive data-driven CX insights and recommendations in support of building reporting processes for our Managed Operations teams.
• Assist the CRO to identify, cultivate, and formalize strategic partner alliances to expand our capabilities and market reach.
• Lead the critical review and optimization of our service offerings, pricing structures and packaging strategies.
• Clearly articulate the value proposition of our evolving service offerings, ensuring compelling and consistent messaging that drives positive outcomes for our clients and the CX industry.
• Contribute to our thought leadership efforts through creation of compelling content, narratives and webinars to help improve lead generation in our go-to-market strategies.
• Attend industry events and engage in community networks providing helpful advice and insights to the CX community.
• Provide an excellent experience with a positive attitude to every client, on every occasion. There's a reason we call you a trusted advisor-- this is less about the hard sell and more about having the service knowledge, passion and people skills to help our clients and prospects make the best decision for their needs.

YOU?

• Possess a deep and demonstrable understanding of the Customer Experience landscape, evidenced by your progressive roles and focus on CX strategy and operations.
• Are a strategic and results-oriented leader with a proven ability to translate vision into actionable plans and deliver tangible outcomes.
• Have a strong analytical acumen and a track record of leveraging data to drive strategic decisions and demonstrate impact.
• Bring experience in building and launching new service offerings from the ground up, showcasing your entrepreneurial spirit and strategic execution skills.
• Comfortable engaging with and influencing senior stakeholders, both internally and management of key client relationships.
• Thrive in a dynamic environment and have shown adaptability in navigating organizational changes and taking on diverse responsibilities.
• Collaborative leader capable of working effectively across teams to achieve shared objectives.
• Proactive and take ownership of initiatives, driving them to successful completion.
• Keen in understanding go-to-market strategies and how to position new offerings for success.
• You are intellectually curious and passionate about staying at the forefront of CX innovation.
• You have experience presenting at industry conferences, webinars and contributing to thought leadership publications in the CX space.

YOU HAVE?

• Significant senior leadership experience within Customer Experience, with a demonstrable track record of developing and implementing successful CX strategies.
• Proven experience in building and launching new service offerings or business lines, including developing go-to-market strategies and delivery models.
• Strong analytical skills with the ability to translate customer data and insights into actionable strategic recommendations and measurable outcomes.
• Experience engaging with and presenting to C-suite executives and other senior stakeholders, with the ability to build rapport and influence decision-making.
• Demonstrated success in leading and managing complex client relationships and delivering tangible value.
• Experience in developing and implementing solutions for large or complex customer support ecosystems or similar large-scale CX initiatives.
• Prior experience contributing to thought leadership in the Customer Experience space, such as presenting at industry conferences or publishing articles.
• A strong understanding of pricing strategies, value proposition development, and competitive analysis for service-based offerings.
• Experience identifying and potentially formalizing strategic partnerships to expand capabilities and market reach.
• Familiarity with evolving service delivery models and the ability to optimize them for scalability and client value.
• Excellent mentoring, coaching and people management skills