Director, Customer Experience

@ Okta

About Okta

Okta is The World’s Identity Company that empowers everyone to safely use any technology, anywhere, on any device or app. Their flexible products, Okta Platform and Auth0 Platform, ensure secure access, authentication, and automation while placing identity at the core of business security and growth.

Team Overview

The Director, Customer Experience leads and mentors a diverse team of professionals dedicated to enhancing the customer journey. The team collaborates with Digital Success, Support, Business Technology, AI Governance, Content, Operations, Digital Marketing, and Customer Acceleration Program teams.

The Opportunity

This strategic leadership role is responsible for setting and executing the digital platform vision within the Customer First organization. The focus is on optimizing customer support, success, and community interactions through AI enhancements and digital innovation.

Key Responsibilities

• Define a digital strategy for global customer acceleration and support platforms.
• Identify AI opportunities to improve customer outcomes and satisfaction.
• Develop digital experiences fostering learning, engagement, and self-help.
• Collaborate with cross-functional teams to refine AI-driven customer interactions.
• Mentor and develop a team of digital professionals including UX/UI designers, developers, and AI analysts.
• Drive strategy and continuous optimization of AI support agents across digital channels.
• Enhance self-help capabilities to provide professional and guided customer support.

What You’ll Bring

• Deep understanding of digital platform strategy and UX/UI design principles.
• Proven experience managing AI support agents and customer-facing platforms.
• Strong leadership with a track record in mentoring diverse teams.
• Exceptional communication and analytical skills for cross-functional collaboration.
• A minimum of 10-15 years' experience with progressive leadership in digital roles.
• An advanced degree is preferred.

Okta Core Leadership Competencies

The role emphasizes building effective teams, self-awareness, talent development, results-driven execution, and strategic mindset.

Employee Benefits

Okta offers amazing benefits, strong social impact, and opportunities for talent development and community connection. Some roles may require travel for in-person onboarding.

Equal Opportunity & Data Privacy

Okta is an Equal Opportunity Employer and is committed to data privacy and security laws.

Key skills/competency

• Digital Strategy
• Customer Experience
• AI Integration
• UX/UI Design
• Team Leadership
• Cross-functional Collaboration
• Analytics
• Mentorship
• Innovation
• Communication