Senior Director, Customer Experience, Strategy & Insights

Halifax, Nova Scotia

Hybrid (2 days a week in office)

We have partnered with a Canadian-based marketing agency that is part of an independent Network of Agencies strategically located across the world to provide global reach and capabilities.

We are seeking a strategic and visionary Senior Director, Customer Experience, Strategy & Insights to shape the future of how customers discover, engage with, and remain loyal to our multi-brand ecosystem.

In this high-impact leadership role, you will own the end-to-end experience strategy, UX vision, and customer insights function—guiding what we build and why. You will lead a multidisciplinary team across UX, Customer Insights, and Experience Strategy, translating research, behavioral data, and journey performance into clear, actionable product and experience priorities.

As a key partner to Product, Commercial, Marketing, and Engineering leaders, you will ensure that both the voice of the customer and commercial outcomes are embedded in every major decision.

What You’ll Lead

Experience Strategy

• Define and evolve a cohesive, cross-brand experience strategy that aligns customer needs with business objectives

Customer Insights & Behavioral Research

• Lead discovery and validation research initiatives
• Synthesize qualitative and quantitative insights into clear recommendations

UX Strategy & Experience Design

• Oversee UX strategy and ensure seamless, consistent experiences across all customer touchpoints

Experimentation & Continuous Learning

• Champion a culture of testing and iteration
• Partner on high-impact experiments that drive measurable outcomes

Cross-Functional Influence

• Collaborate closely with Product, Growth, Engineering, and Marketing leadership to shape strategy and execution

What Success Looks Like

• A clear, scalable experience strategy adopted across teams
• Customer insights deeply embedded in product and roadmap decisions
• Measurable improvements in engagement, conversion, and retention
• Strong adoption of experience frameworks and best practices
• Increased organizational maturity in customer-centric decision-making

Who You Are

• 10–15+ years of experience in Experience Strategy, UX, Customer Insights, CX, or Product Strategy
• Proven ability to influence product direction through insights and experience strategy
• Experienced leader of UX and Research teams
• Strong ability to connect customer behavior and needs to commercial outcomes
• Comfortable operating in complex, multi-brand or platform environments
• Exceptional communicator with a strategic, systems-level mindset

Team You Will Lead

• Director of Customer Insights
• Director of UX
• Experience Strategy Lead
• Analysts, Researchers, and Experimentation Specialists (growing team)

Why This Role Matters

This role sits at the intersection of insights, UX, experience strategy, and product influence. You will directly shape what the business builds next—ensuring experiences are customer-loved, commercially impactful, and scalable across a white-label, multi-brand environment.

This is a rare opportunity to drive enterprise-level transformation and define the future of customer experience at scale.

This is a fantastic opportunity to join a growing agency based in Halifax.

The company offers a competitive annual salary, group term life insurance, medical and dental benefits and long-term disability coverage, RRSP contributions, wellness allowance and much more!

If this sounds like the ideal position for you then apply today!

Our client is committed to fostering a workplace that prioritizes inclusion, respect, and equal opportunity for all. We encourage applications from women, Indigenous peoples, racialized individuals, people with disabilities, those of diverse sexual orientations or gender identities, individuals from diverse socio-economic backgrounds, newcomers, and those who can contribute to the richness of our community through their unique perspectives and lived experiences. We value diversity and believe it enhances the growth and success of our organization. All qualified applicants are welcome to apply; however, preference may be given to Canadian citizens and permanent residents.