Senior Director, Customer Experience Strategy
LivePersonLocation: USA 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
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