Customer Experience Director

Murata Vios is a global medical device company dedicated to creating a paradigm shift in the way healthcare is delivered. Through the utilization of our internet-of-things medical-grade sensors and virtual patient care services, we plan to lower the cost of healthcare and improve patient outcomes. Murata Vios is seeking qualified individuals who contribute to our vision through sound product development engineering practices and passionate sales and marketing leadership.

Why Consider This Job Opportunity

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.

Workplace Policy

Hybrid from Woodbury, MN

What To Expect (Essential Job Responsibilities)

• 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.

Miscellaneous Job Responsibilities

• 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.

What Is Required (Qualifications)

• 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 expe