Director, CX Delivery

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
• Better together: We check our egos at the door. We work together, so we win together. 

The Director, CX Implementation is a senior leadership role responsible for overseeing the end-to-end delivery, implementation, and post-launch support of a comprehensive Consumer Experience (CX) product suite. This leader drives operational excellence, portfolio-level coordination, client satisfaction, and measurable business outcomes across complex, multi-product consumer engagement programs.

Reporting to senior leadership, this role defines and executes strategic implementation initiatives, manages the overall health of the client portfolio, and serves as a key connector across Sales, Product, Engineering, and Support teams. The Director leads, mentors, and scales a high-performing team of Delivery Managers, Implementation Specialists, and Application Support Engineers, fostering a culture of accountability, innovation, and continuous improvement.

Key Responsibilities:

Strategic Leadership & Portfolio Management

• Lead the delivery and post-launch support across a portfolio of Consumer Experience (CX) product implementations, ensuring seamless coordination and value realization for healthcare clients deploying multiple solutions.
• Develop and execute a North Star strategy for implementation and support operations, aligning people, processes, technology, and success metrics to drive scalability, efficiency, and consumer value.
• Partner with Product, Sales, and Technology leadership to align implementation operations with broader business objectives, client needs, and evolving product roadmaps.
• Govern the integrated implementation lifecycle across the Consumer Experience suite, ensuring consistency, quality, and satisfaction at scale.

Executive Client Engagement & Satisfaction

• Serve as an escalation point for strategic clients, driving rapid resolution, continuous improvement, and sustained success post-implementation.
• Champion the voice of the consumer internally, advocating for enhancements to service delivery, product functionality, and end-user experiences.
• Monitor portfolio health through dashboards and reporting tools, providing senior leadership with insights into delivery progress, risk areas, and opportunities for growth.

Organizational Leadership & Team Development

• Recruit, mentor, and develop a high-performing team of CX Client Implementation Managers.
• Create a high-accountability culture with clear goals, KPIs, and professional growth pathways.
• Drive cross-functional co