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.

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.

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

1
Earn CCXP and pair with Prosci Change Management to validate CX leadership and transformation skills.
2
Build a portfolio: map two core journeys, define NPS/CSAT/CES dashboards, run an A/B test or pilot personalization, and quantify impact.
3
Deepen tools capability with Salesforce Admin or GA4/experimentation coursework; complete hands-on modules and a relevant certification.