Associate Director, Experience Strategy, Vital US (CX)

Location: New York, NY, USA

Salary: $172,440–$327,600 per year for New York City, plus an annual bonus or sales commission plan where applicable.

Company

hirify.global designs, builds, manages, and modernizes mission-critical technology systems for enterprise customers.

What you will do

• Shape go-to-market strategy and experience-led growth across the customer experience practice.
• Create executive-ready value propositions, points of view, pitch narratives, solution frameworks, and pre-sales storytelling assets.
• Define integrated experience strategies aligning business objectives, technology capabilities, and user needs.
• Evaluate customer and employee journeys and prioritize optimization opportunities involving self-service, AI, automation, and empowerment models.
• Lead experience maps, customer journeys, service blueprints, future-state visions, executive workshops, and co-creation sessions.
• Mentor colleagues and influence executives, sellers, delivery teams, and cross-functional stakeholders.

Requirements

• 10+ years of progressive experience in CX strategy-focused consulting, with sales and delivery experience preferred.
• Deep expertise in CX concepts such as voice-of-customer programs, service design, automation, AI-driven experience transformation, and CX benchmarking.
• Undergraduate or graduate degree in service design, strategic design, innovation strategy, business administration, or a related field.
• Strong business acumen, market perspective, research and strategic analysis skills, and the ability to communicate with executive audiences.
• Ability to travel up to 30% as business requires.
• Work at a client, customer, or partner location may require proof of vaccination under the applicable site policy.

Nice to have

• Advanced degree or certifications from recognized CX institutions.
• Experience with CX omnichannel tools or CCaaS technologies such as Qualtrics, Medallia, NICE CXone, Amazon Connect, or Genesys Cloud CX.

Culture & Benefits

• Inclusive workplace with employee Inclusion Networks and support for diverse backgrounds and perspectives.
• Medical and dental coverage, disability benefits, retirement benefits, paid leave, and paid time off.
• Access to learning programs and certification opportunities from providers including Microsoft, Google, Amazon, and Skillsoft.
• Opportunities to work with Fortune 100 clients and develop new capabilities, relationships, and value.
• Company-wide volunteering and charitable giving platform.

Hiring process

• Applications are accepted on a rolling basis.