10th July, 2026

Job Title: Head of CX
Location: Remote (United States)

We are seeking an experienced Head of Customer Experience (CX) to lead and evolve the end-to-end customer journey across digital, service, and operational touchpoints. This strategic leadership role will focus on enhancing customer satisfaction, loyalty, retention, and advocacy while driving operational excellence, team development, and AI-powered innovation.

Responsibilities

- Develop and execute a global customer experience strategy across onboarding, engagement, retention, loyalty, and advocacy.
- Lead and develop customer support and customer success teams across multiple locations, ensuring a consistent and high-quality customer experience.
- Implement and optimise AI-driven tools, automation, and self-service solutions to improve efficiency and scalability.
- Design and enhance customer journeys using data, insights, segmentation, and behavioural analysis.
- Establish voice-of-customer programmes to gather feedback and drive continuous improvement across products, services, and operations.
- Monitor and improve key performance metrics including NPS, CSAT, response times, retention, churn, and customer lifetime value.
- Collaborate with Product, Marketing, Operations, and Technology teams to deliver seamless and customer-centric experiences.
- Lead loyalty, referral, and community engagement initiatives to strengthen customer relationships and brand advocacy.

Qualifications




- 8+ years' experience in customer experience, customer success, customer support, or service operations, including 3+ years in a leadership role.
- Proven experience managing and developing high-performing, distributed customer service teams.
- Strong understanding of customer journey mapping, retention strategies, service operations, and customer lifecycle management.
- Experience implementing AI-driven customer experience tools, automation platforms, or customer support technologies.
- Strong analytical skills with experience using customer insights, segmentation, cohort analysis, and performance reporting to drive decisions.
- Excellent stakeholder management, communication, and leadership skills.
- Experience within DTC, subscription, eCommerce, wellness, health, or consumer brands is highly desirable.

Advantages
- Opportunity to shape the customer experience strategy for a rapidly growing global brand.
- High-impact leadership role with direct exposure to senior stakeholders.
- Collaborative and innovative culture focused on growth and continuous improvement.
- Exposure to advanced customer experience technologies, AI tools, and automation platforms.
- Strong opportunities for professional development and career progression.

If you're passionate about creating exceptional customer experiences and leading high-performing teams, we'd love to hear from you. Apply now!

📌 Head of CX (Sydney)
🏢 Talentd Recruitment
📍 Sydney