Senior Level Customer Experience Agent Jobs
Senior level customer experience agent jobs place seasoned professionals in ownership of service strategy, quality outcomes, and the cross-functional teams and initiatives that deliver them. Openings concentrate across Technology & Software, Retail, and Banking & Financial Services, with 44% of roles available remotely or in hybrid arrangements, and employers like Amazon, The Home Depot, and DoorDash hiring at this level now.
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Showing 5 of 326+ Senior Level Customer Experience Agent jobs
Description
The Department of University Communications is hiring for the position of Director of Web Strategy and Digital Experience.
Examples of Duties
- Lead the strategy, planning and continuous improvement of Jackson State University's public-facing web ecosystem, including the university’s website, microsites and related digital platforms.
- Serve as the university's front-end web strategy lead, ensuring that digital content, navigation, design and user experience align with JSU's brand, mission and strategic priorities.
- Develop and maintain digital governance standards for university web properties, including content standards, page ownership expectations, approval workflows and content lifecycle guidance.
- Partner with Information Technology on technical infrastructure, platform functionality, hosting, security, integrations and system-related needs while leading front-end experience, content strategy and brand alignment.
- Lead information architecture, navigation planning and user journey improvements to help audiences find information quickly and complete key tasks effectively.
- Develop dashboards or reports that help University Communications and campus leadership understand web performance, audience behavior and opportunities for improvement.
- Create and maintain standards for web content, digital brand consistency, page templates and user-centered digital communication.
- Train, support and advise campus web contributors to improve content quality, accessibility, consistency and alignment with university standards.
- Collaborate with Public Relations, Marketing, Creative Services, Digital Storytelling and Strategic Communications to support campaigns, institutional initiatives, research visibility, recruitment efforts and major university moments.
- Work with Enrollment Management, Institutional Advancement, Academic Affairs, Student Affairs, Athletics, Research and other campus partners to improve web experiences that support their audiences and institutional goals.
- Establish and lead a web governance process or council, as directed by the Chief Communications Officer, to improve coordination, accountability and consistency across university web properties.
- Review existing web content and recommend updates, consolidation, removal or restructuring based on accuracy, usability, audience needs and institutional priorities.
- Identify opportunities to improve JSU's digital experience through new tools, emerging practices, content standards and user-centered approaches.
- Maintain awareness of higher education web trends, accessibility expectations, digital governance practices, user experience standards and emerging technologies that affect how audiences engage with university content online.
- Perform other related duties as assigned by the Chief Communications Officer.
Typical Qualifications
- Bachelor's degree in communications, digital strategy, marketing, information science, human-computer interaction, public administration or a related field.
- Experience working in higher education, government, nonprofit or another mission-driven environment.
- Experience with enterprise content management systems such as WordPress, Drupal or comparable platform.
- Experience with web analytics, accessibility auditing, search engine optimization tools or usability testing platforms.
- Experience developing digital standards, content governance processes, web policies or training materials for distributed content contributors.
- Working knowledge of HTML, CSS and front-end web practices.
- Familiarity with emerging digital trends, including AI-assisted search, content discoverability and evolving user behavior across web platforms.
Description
The Department of University Communications is hiring for the position of Director of Web Strategy and Digital Experience.
Examples of Duties
- Lead the strategy, planning and continuous improvement of Jackson State University's public-facing web ecosystem, including the university’s website, microsites and related digital platforms.
- Serve as the university's front-end web strategy lead, ensuring that digital content, navigation, design and user experience align with JSU's brand, mission and strategic priorities.
- Develop and maintain digital governance standards for university web properties, including content standards, page ownership expectations, approval workflows and content lifecycle guidance.
- Partner with Information Technology on technical infrastructure, platform functionality, hosting, security, integrations and system-related needs while leading front-end experience, content strategy and brand alignment.
- Lead information architecture, navigation planning and user journey improvements to help audiences find information quickly and complete key tasks effectively.
- Develop dashboards or reports that help University Communications and campus leadership understand web performance, audience behavior and opportunities for improvement.
- Create and maintain standards for web content, digital brand consistency, page templates and user-centered digital communication.
- Train, support and advise campus web contributors to improve content quality, accessibility, consistency and alignment with university standards.
- Collaborate with Public Relations, Marketing, Creative Services, Digital Storytelling and Strategic Communications to support campaigns, institutional initiatives, research visibility, recruitment efforts and major university moments.
- Work with Enrollment Management, Institutional Advancement, Academic Affairs, Student Affairs, Athletics, Research and other campus partners to improve web experiences that support their audiences and institutional goals.
- Establish and lead a web governance process or council, as directed by the Chief Communications Officer, to improve coordination, accountability and consistency across university web properties.
- Review existing web content and recommend updates, consolidation, removal or restructuring based on accuracy, usability, audience needs and institutional priorities.
- Identify opportunities to improve JSU's digital experience through new tools, emerging practices, content standards and user-centered approaches.
- Maintain awareness of higher education web trends, accessibility expectations, digital governance practices, user experience standards and emerging technologies that affect how audiences engage with university content online.
- Perform other related duties as assigned by the Chief Communications Officer.
Typical Qualifications
- Bachelor's degree in communications, digital strategy, marketing, information science, human-computer interaction, public administration or a related field.
- Experience working in higher education, government, nonprofit or another mission-driven environment.
- Experience with enterprise content management systems such as WordPress, Drupal or comparable platform.
- Experience with web analytics, accessibility auditing, search engine optimization tools or usability testing platforms.
- Experience developing digital standards, content governance processes, web policies or training materials for distributed content contributors.
- Working knowledge of HTML, CSS and front-end web practices.
- Familiarity with emerging digital trends, including AI-assisted search, content discoverability and evolving user behavior across web platforms.
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Find JobsSenior Level Customer Experience Agent Job Market
Who's Hiring
- Amazon13
- The Home Depot10
- DoorDash9
- Apple8
- Electronic Arts (EA)8
Top Industries Hiring
- Technology & Software120
- Retail28
- Banking & Financial Services20
- Consulting & Professional Services19
- Insurance16
Senior Level Customer Experience Agent Jobs: Frequently Asked Questions
How do I get a senior level customer experience agent job?
Employers at this level look for professionals who have owned customer experience programs end to end, not just executed within them. Strong candidates demonstrate a history of improving measurable outcomes like resolution rates, satisfaction scores, or retention, and can show they have coached or led other agents. Tailoring your application to highlight strategic impact rather than task completion gives you a clear edge.
Which companies hire senior level customer experience agents?
Companies hiring senior level customer experience agents right now include Amazon, The Home Depot, and DoorDash, based on current listings on Migrate Mate as of July 2026. Hiring at this level tends to come from organizations scaling their customer operations, investing in service quality as a competitive differentiator, or building out dedicated customer success and support leadership.
Are there remote senior level customer experience agent jobs?
Yes, remote and hybrid options are common at this level. About 44% of senior level customer experience agent openings are remote or hybrid as of July 2026, reflecting how many employers have structured senior service roles around outcomes rather than physical presence. On-site positions do exist, particularly in industries where direct customer interaction or team supervision is a core requirement.
What makes a customer experience agent role senior level?
Senior level customer experience agent roles go beyond handling escalations or meeting individual performance metrics. They involve owning the design or improvement of service processes, setting quality standards across a team or channel, mentoring junior agents, and contributing to decisions about tooling, workflows, or customer journey strategy. The expectation is that you drive outcomes, not just respond to them.
Which industries hire the most senior level customer experience agents?
Senior Level customer experience agent roles concentrate in Technology & Software, Retail, and Banking & Financial Services, based on current listings on Migrate Mate as of July 2026. These sectors tend to manage high volumes of customer relationships with significant retention or revenue implications, making experienced customer experience leadership a priority hire rather than a support function.