Customer Experience Director

The Customer Experience Director leads customer experience for a product-oriented medical technology portfolio. This position defines and optimizes end-to-end journeys, translates Voice of Customer insights into roadmap and pipeline priorities, and ensures consistent, high-quality user experiences across touchpoints. The Customer Experience Director partners cross-functionally to establish CX (Customer Experience) governance, metrics, and closed-loop improvement processes that elevate customer outcomes and business performance.

Hybrid from Woodbury, MN

• Own and optimize the end-to-end customer journey across marketing, sales, onboarding, product adoption, support, and renewal to improve customer outcomes and business performance.
• Define, socialize, and govern the enterprise CX strategy which includes experience principles, journey standards, measurement approach, and cross-functional operating rhythms to ensure consistent execution across functions and regions.
• Establish CX success metrics and reporting (e.g., NPS, CSAT, CES, adoption, retention), facilitating closed-loop improvement processes that translate insights into prioritized, cross-functional actions and measurable outcomes.
• Lead cross-functional customer journey mapping to identify moments that matter, pain points, and opportunities. Translating insights into prioritized experience improvements that inform the product pipeline and product roadmap.
• Lead the Voice of Customer and market research program (e.g., surveys, interviews, advisory boards, segmentation/personas, and usability/input studies), delivering clear, evidence-based customer insights and requirements that influence product strategy, roadmap prioritization, and pipeline decisions.
• Partner with cross-functional teams (e.g., Product, QA/RA, Marketing, and Customer Support/Service) to operationalize customer insights into prioritized actions, ensuring appropriate inputs to post-market surveillance and continuous improvement processes.
• Own UI/UX direction and consistency by partnering with product, design, engineering, and marketing to define standards, review key experiences, validate usability, and ensure coherent journeys across digital and physical touchpoints (in alignment with product management-owned privacy and security requirements).
• Influence and align senior stakeholders on CX priorities; lead cross-functional experience improvement initiatives from insight to implementation. Includes communications and change management to embed customer-centric practices across marketing, product, sales, and customer support/service teams.

• Provide people leadership to direct reports, including goal-setting, coaching, performance management, and development planning, to build a high-performing customer experience team.
• Hire, onboard, and retain top talent; define roles/responsibilities and establish team operating norms to support delivery of the CX roadmap.
• Select, manage, and evaluate outsourced vendors and consultants (e.g., research firms, design agencies, and analytics partners), including RFP support, scope definition, SOWs, timelines, deliverables, and quality standards.
• Manage external spend and resource plans for the CX function; monitor budgets, forecast needs, and ensure vendor and consultant engagements deliver measurable value.
• Set priorities, allocate capacity, and remove delivery barriers across internal and external resources to ensure on-time execution of key CX initiatives.
• Ensure team and vendor activities follow company policies and applicable procedures (e.g., confidentiality, data handling, and supplier expectations) while maintaining clear documentation and communication with stakeholders.

• Bachelor's degree in a relevant field (e.g., Engineering, Design, Computer Science, Business, Marketing, Life Sciences) or equivalent practical experience.
• 10+ years' experience in customer experience, product management, UX/design, customer insights/VoC, digital product, or related product-adjacent roles with progressive responsibility.
• 5+ years leading cross-functional experience and product initiatives that translate journey insights into requirements and roadmap/pipeline decisions, with measurable outcomes.
• 3+ years people leadership with direct reports and/or formal leadership of vendors/consultants on complex programs.
• 3+ years' experience in medtech or other regulated healthcare environment, with working familiarity with applicable quality/regulatory concepts (e.g., FDA, ISO 13485) and how post-market feedback and risk considerations influence decisions.
• Demonstrated ability to lead through influence and collaborate effectively with product, design, engineering, QA/RA, sales, marketing, and customer support/service partners.
• Strong written and verbal communication skills, including executive-level storytelling with data, clear documentation, and effective facilitation/presentations.
• Strong analytical, problem-solving, and decision-making skills; comfortable working with ambiguity and incomplete information.
• Adaptable and resilient in a fast-changing environment with the ability to adjust priorities, leading others through change.

• Master of Business Administration (MBA) degree.
• Experience in medical devices/diagnostics and/or software as a medical device (SaMD), ideally within patient monitoring.
• Demonstrated success establishing or scaling CX operating models (e.g., governance, standards, and closed-loop measurement) in a matrixed, global organization.

Domestic travel and infrequent international travel.

Minimum Salary: $140,967

Maximum Salary: $170,000

We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as competitive benefits.

• Comprehensive benefits package including medical, dental, and vision insurance.
• Generous Paid Time Off including paid holidays and floating holidays.
• 401(k) employer match on retirement planning.
• Hybrid working schedule for eligible positions.
• Tuition reimbursement on approved programs.
• Flexible and health spending accounts.
• Talent Development program.