Director, CX Strategic Initiatives

Director, CX Strategic Initiatives

IFS Copperleaf's software helps some of the world's largest firms make better strategic decisions. We have a track record of delivering award-winning, industry-changing solutions that enable our clients to build more resilient and sustainable infrastructure.

The Director, CX Strategic Initiatives acts as the operational integrator and execution lead for the global Customer Experience organization. This role ensures that strategy is effectively translated into operational excellence, driving consistency, accountability, and measurable impact across all CX regions and functions.

The Director partners closely with the SVP, Global Customer Services, and cross-functional leaders in Consulting Delivery, Customer Success, Services Portfolio, Product Support, and Cloud Operations to establish the operating rhythm, manage strategic initiatives, and drive performance improvement across the CX portfolio.

Key Responsibilities

Operational Leadership & Governance

• Run the global CX operating rhythm, including weekly / monthly / quarterly business reviews, red-account governance, and performance
• Maintain accurate forecasting for services capacity, and renewals risk tracker with a two-quarter outlook aligned to revenue forecasting processes set by FP&A
• Ensure CRM and Customer Success data integrity and reporting discipline across all regions in collaboration with Sales and Revenue Operations.
• Champion initiatives enabling disciplined P&L management

Program Management & Execution, AI-Driven Enablement

CX Operations & Analytics

Change Management & Enablement

Initiatives management :

Voice of Customer (VOC) and Product Feedback

Customer 360

Partner Operations

Qualifications

Experience

Additional Information

What We're Offering

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. VEVRAA Federal Contractor, Equal Opportunity Employer