Omnichannel Customer Experience Director

Career Guide

Leads strategy and execution of customer experience across all channels (web, mobile, store, contact center). Aligns teams, data, and technology to deliver consistent journeys, measure CX outcomes, and drive loyalty, retention, and revenue.

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Key Responsibilities

Define omnichannel CX strategy and roadmap aligned to business goals
Map and optimize end-to-end customer journeys across digital, store, and support
Stand up and manage Voice of Customer programs (surveys, feedback, social listening)
Establish CX KPIs (NPS, CSAT, CES) and dashboards; analyze drivers and gaps
Oversee CRM/CDP, personalization, and marketing automation enablement with IT/Marketing
Lead cross-functional CX governance and change management
Manage budgets, vendors, and develop CX/UX/service teams

Career Progression

Can Lead To

Senior Director of Customer Experience

VP, Customer Experience

Chief Customer Officer (CCO)

Transition Opportunities

Director of Product Management

Director of Customer Success

Director of Marketing (Lifecycle/CRM)

Director of Contact Center Operations

Service Design Director

Common Skill Gaps

Often Missing Skills

End-to-end journey mapping and service blueprintingCustomer data integration and CDP/CRM architectureDesign and governance of VoC programs with actionable insightsExperimentation frameworks (A/B testing) tied to CX KPIs

Development SuggestionsComplete a CCXP-aligned course and lead a small CX pilot: map a priority journey, set KPIs, run an A/B test, and present quantified results; build platform fluency via Salesforce Trailhead or Adobe Experience League labs.

Market Intelligence Report

Omnichannel Customer Experience Director is part of the Customer Success category.Explore our market intelligence report to see how AI and hiring demand are shifting for these roles.

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Salary & Demand

Median Salary Range

Entry Level$120,000-$150,000

Mid Level$150,000-$190,000

Senior Level$190,000-$250,000

Growth Trend

growing

Companies Hiring

Major Employers

AmazonWalmartCVS Health

Industry Sectors

Retail & E-commerceFinancial ServicesHealthcare

Recommended Next Steps

Earn CCXP and pair with Prosci Change Management to validate CX leadership and transformation skills.

Build a portfolio: map two core journeys, define NPS/CSAT/CES dashboards, run an A/B test or pilot personalization, and quantify impact.

Deepen tools capability with Salesforce Admin or GA4/experimentation coursework; complete hands-on modules and a relevant certification.