Director of CX Product Strategy

📍 Job Overview

Job Title: Director of CX Product Strategy

Company: Love's Travel Stops & Country Stores

Location: Oklahoma City, OK, United States

Job Type: FULL_TIME

Category: Customer Experience Product Strategy

Date Posted: April 16, 2026

Experience Level: 10+ years

🚀 Role Summary

• Define and execute a comprehensive customer experience product strategy that aligns with Love's overall business objectives and drives higher customer satisfaction.

• Lead and mentor a high-performing team, fostering a culture of innovation, accountability, and professional development within the Customer Experience product domain.

• Champion continuous improvement of customer-facing products, including the Love's Connect mobile app, Love's Rewards, CRM products, and in-store digital experiences, through effective research and UI design.

• Drive strategic budgeting and manage product investments to ensure profitable growth and effective resource allocation for customer-facing initiatives.

• Foster strong cross-functional collaboration across marketing, IT, and customer service to ensure a unified and integrated approach to Customer Experience initiatives.

📝 Enhancement Note: This role is critical for bridging the gap between customer needs and technological solutions, requiring a strong blend of strategic vision, product management acumen, and leadership capability within the CX and product development space. The emphasis on "Customer Experience Product Strategy" indicates a focus on the end-to-end customer journey as influenced by digital products and services.

📈 Primary Responsibilities

• Develop and articulate a clear, compelling vision for Customer Experience product strategy and all customer-facing products, ensuring alignment with Love's Family of Companies' overarching goals.

• Oversee the strategic planning, resource allocation, and performance management for the successful execution of the Customer Experience product vision.

• Actively lead and foster collaboration among diverse departments, including marketing, IT, and customer service, to ensure cohesive and integrated Customer Experience strategies and initiatives.

• Drive innovation by encouraging the exploration of new ideas, technologies, and methodologies to enhance Customer Experience product practices and deliver exceptional customer interactions.

• Champion continuous improvement of Agile activities, leveraging feedback and key metrics (e.g., quality, delivery rate, customer satisfaction) to optimize productivity and reduce waste in product development cycles.

• Develop and manage strategic annual budgets for both human resources and MarTech product capital required to enable growth strategies, ensuring effective tracking of budgets, contracts, and product investments.

• Build and maintain robust relationships with key stakeholders, including senior executives, business line owners, customers, and partners, effectively communicating the value and impact of Customer Experience product initiatives.

• Lead and manage comprehensive change initiatives related to Customer Experience products, ensuring smooth transitions and minimal business disruption through effective change management strategies.

• Utilize both behavioral and attitudinal data and analytics to inform strategic decisions, measure the effectiveness of Customer Experience products, and drive continuous improvement towards optimizing customer satisfaction and profitability.

• Mentor and develop the leadership capabilities of team members, providing essential guidance, constructive feedback, and growth opportunities to cultivate a high-performing team.

📝 Enhancement Note: The responsibilities highlight a strategic, leadership-oriented role focused on product development within the CX domain. The emphasis on "Commercial Acumen" and "Product Development contributes to Love's profit growth" signifies a strong business and financial focus, requiring the candidate to demonstrate how CX initiatives translate into tangible business outcomes and revenue generation.

🎓 Skills & Qualifications

Education:

Experience:

• Minimum of 8+ years of progressive experience in Customer Experience product design and strategy.

Required Skills:

• Customer Experience Strategy: Proven ability to define, develop, and implement comprehensive CX strategies that align with business goals.

• Product Strategy & Management: Expertise in product lifecycle management, roadmap development, and feature prioritization for customer-facing products.

• Agile Scrum Expertise: Deep understanding and practical application of Agile Scrum methodologies in product development.

• Cross-Functional Leadership: Ability to lead and influence diverse teams across multiple departments (Marketing, IT, Customer Service).

• Budget Management: Proficiency in developing, managing, and tracking commercial budgets for products and software investments.

• Change Management: Experience in leading and managing organizational change initiatives related to new processes, tools, and technologies.

• Data-Driven Decision Making: Strong analytical skills to leverage behavioral and attitudinal data for strategic insights and performance measurement.

• Stakeholder Management: Excellent ability to build and maintain relationships with senior executives, business owners, and external partners.

• UI Design Principles: Familiarity with UI design best practices to ensure intuitive and effective customer-facing interfaces.

• Microsoft Office Suite Proficiency: Advanced skills in Word, Excel, PowerPoint for reporting, analysis, and presentations.

Preferred Skills:

• Experience with MarTech stacks and integrating various technologies to support marketing and customer engagement efforts.

• Familiarity with CRM product strategies and optimization.

• Experience in the retail or travel services industry.

• Strong presentation skills with the ability to articulate complex concepts simply.

📝 Enhancement Note: The requirement for 8+ years of experience, coupled with a Bachelor's degree in a relevant field, positions this as a senior leadership role. The "AI_experience_level": "10+" further reinforces this, suggesting that candidates with more than 8 years, particularly those with extensive strategic leadership in CX product development, will be highly competitive. The explicit mention of "Agile Scrum development process" and "integrating various technologies" points towards a need for modern product development practices and technical understanding.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Strategic Vision Case Studies: Showcase examples where you defined and successfully executed a customer experience product strategy, detailing the vision, key initiatives, and measurable outcomes.

• Product Development Process Examples: Present documentation or case studies illustrating your approach to product development, particularly for customer-facing applications like mobile apps or digital tools, highlighting UI/UX considerations.

• Cross-Functional Collaboration Frameworks: Include examples of how you have fostered collaboration between departments (e.g., Marketing, IT, Customer Service) to achieve unified CX goals, perhaps through process diagrams or project summaries.

• Budget Management & ROI Demonstration: Provide evidence of managing commercial budgets for product investments, demonstrating how these investments translated into tangible ROI, increased customer satisfaction, or profit growth.

• Agile Process Implementation: Showcase your experience with Agile Scrum, perhaps through a project that benefited from its iterative development and continuous improvement cycles.

Process Documentation:

• Customer Journey Mapping: Demonstrate your ability to map and analyze customer journeys to identify pain points and opportunities for product improvement.

• Agile Workflow Optimization: Provide examples of how you've used feedback and metrics to optimize Agile workflows, reduce waste, and increase productivity within product teams.

• Data Analysis & Reporting Protocols: Outline your methodology for collecting, analyzing, and reporting on customer sentiment, behavioral data, and product performance to inform strategic decisions.

• Change Management Plans: Present templates or case studies of change management plans implemented for new product rollouts or process changes, focusing on adoption and minimal disruption.

📝 Enhancement Note: For a Director-level role focused on CX Product Strategy, a portfolio should emphasize strategic thinking, leadership in execution, and demonstrable business impact. The emphasis on "Customer-facing products," "Agile Scrum," and "Commercial Acumen" means the portfolio should highlight how product strategy directly contributes to revenue and customer loyalty, not just user experience.

💵 Compensation & Benefits

Salary Range:

Based on industry benchmarks for a Director of CX Product Strategy in Oklahoma City, with 10+ years of experience, a competitive salary range would typically be between $150,000 - $200,000 annually. This estimate takes into account the senior leadership level, the strategic nature of the role, and the cost of living in Oklahoma City.

Benefits:

• Company-funded tuition assistance: Supports continuous learning and professional development.

• Paid Time Off (PTO): Generous leave for work-life balance.

• 401(k) with 100% Match up to 5%: Strong retirement savings incentive.

• Comprehensive Health Insurance: Medical, Dental, and Vision coverage available after 30 days of employment.

• Competitive Pay: Reflective of experience and responsibilities.

• Career Development Opportunities: Pathways for advancement within the organization.

Working Hours:

• Standard full-time hours are typically around 40 hours per week. Given the Director level and strategic nature of the role, some flexibility and occasional extended hours may be expected to meet project deadlines and strategic objectives.

📝 Enhancement Note: The provided salary range is an estimate for a Director-level position in Oklahoma City. Actual compensation will depend on the candidate's specific experience, qualifications, and negotiation. The benefits listed are directly from the job description and are highly competitive, particularly the 100% 401(k) match and tuition assistance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Retail (Travel Stops & Country Stores), Fuel, Food Services, and related products. Love's operates in a fast-paced, consumer-facing industry where customer experience is paramount to success and repeat business.

Company Size: Nearly 40,000 team members, indicating a large, established organization with significant operational complexity and a broad reach.

Founded: 1964. A long history as a family-owned and operated business, suggesting a blend of tradition and innovation.

Team Structure:

• Customer Experience Product Team: This role likely leads a dedicated team of Product Owners and CX specialists, potentially with direct reports responsible for specific customer-facing products.

• Cross-Functional Integration: The role requires close collaboration with IT (for technology integration), Marketing (for customer engagement and branding), Operations (for in-store implementation), and potentially other departments like Finance or HR.

• Reporting Structure: As a Director, this position will likely report to a VP or SVP level executive, such as a VP of Product, VP of CX, or Chief Digital Officer, providing strategic direction and oversight.

Methodology:

• Data-Driven CX: Emphasis on using behavioral and attitudinal data to inform product strategy and measure customer satisfaction and profitability.

• Agile Product Development: Utilization of Agile Scrum methodologies for iterative development, continuous improvement, and efficient delivery of customer-facing products.

• Customer-Centric Innovation: A culture that encourages exploring new technologies and ideas to enhance the customer journey and product offerings.

• Strategic Budgeting & ROI Focus: A business-oriented approach where product investments are strategically planned and must demonstrate clear returns.

Company Website: https://www.loves.com/

📝 Enhancement Note: Love's operates a large, diverse business. The "Director of CX Product Strategy" role within this context is pivotal for unifying the customer experience across various touchpoints, from physical travel stops to digital platforms like their mobile app and loyalty program. The company's family-owned roots might suggest a culture that values long-term relationships and employee growth, while its size necessitates robust operational processes.

📈 Career & Growth Analysis

Operations Career Level: Director. This signifies a senior leadership position responsible for setting strategic direction, managing teams, and making significant decisions impacting product development and customer experience across the organization. It implies a high degree of autonomy and responsibility.

Reporting Structure: The Director will report to a senior executive (e.g., VP of Product, Chief Digital Officer) and will likely have direct reports, such as Product Owners or CX Managers. This structure offers exposure to executive-level decision-making and the opportunity to influence broader company strategy.

Operations Impact: This role has a direct and significant impact on revenue growth and customer loyalty. By optimizing customer-facing products and experiences, the Director will influence customer acquisition, retention, lifetime value, and overall brand perception, all of which directly contribute to Love's profitability and market position.

Growth Opportunities:

• Strategic Leadership Expansion: Potential to move into VP-level roles overseeing broader product portfolios or digital transformation initiatives within Love's.

• Cross-Functional Leadership Development: Opportunities to gain deeper expertise in related areas such as digital marketing, retail operations technology, or enterprise-level MarTech strategy.

• Mentorship and Team Building: Develop strong leadership skills by growing and mentoring a high-performing team, preparing for future leadership roles.

• Industry Influence: Contribute to the evolution of CX and product strategy within the retail and travel services sector, potentially through industry involvement or thought leadership.

📝 Enhancement Note: The Director level implies a trajectory towards executive leadership. The role's focus on product strategy within CX offers a broad scope for impact and growth, particularly in leveraging digital tools and data to enhance customer loyalty and drive business outcomes in a large, established retail environment.

🌐 Work Environment

Office Type: The position is based at the corporate office in Oklahoma City, suggesting a traditional office setting.

Office Location(s): 10601 N Pennsylvania Ave, Oklahoma City, OK 73120. This is the corporate headquarters, implying access to corporate resources and a central hub for strategic decision-making.

Workspace Context:

• Collaborative Environment: The role necessitates close interaction with various departments, implying a workspace designed for collaboration, potentially with meeting rooms, shared project spaces, and open-plan areas.

• Technology Access: As a Director of Product Strategy, expect access to necessary technology, software, and analytics tools to perform job functions, including robust IT support.

• Team Interaction: Regular interaction with direct reports, peers, and senior leadership to drive strategy, provide updates, and foster team cohesion.

Work Schedule:

• Standard full-time, likely Monday to Friday, with potential for occasional extended hours to manage strategic projects, product launches, or critical business needs. The role's strategic nature may offer some flexibility in managing work hours, but proximity to the corporate office is essential.

📝 Enhancement Note: Being on-site at the corporate office in Oklahoma City is a key aspect of this role. It suggests a preference for in-person collaboration, team building, and direct engagement with stakeholders and senior leadership, which is often crucial for strategic roles influencing company-wide initiatives.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Talent Acquisition will review applications and conduct an initial screening call to assess basic qualifications and alignment with the role.

• Hiring Manager Interview: A conversation with the hiring manager (likely a VP or senior executive) to delve deeper into experience, strategic thinking, leadership style, and fit for the team.

• Cross-Functional Interviews: Meetings with key stakeholders from IT, Marketing, Operations, and potentially other relevant departments to assess collaboration capabilities and understanding of their respective areas.

• Portfolio Presentation: A dedicated session where candidates present their portfolio, showcasing key projects, strategic approaches, and demonstrable results in CX product strategy and execution. This is a critical stage to evaluate practical application of skills.

• Final Executive Interview: A discussion with a senior executive (e.g., C-suite) to assess overall strategic alignment, cultural fit, and leadership potential.

Portfolio Review Tips:

• Strategic Narrative: Structure your portfolio to tell a compelling story about your strategic thinking, problem-solving approach, and impact.

• Quantifiable Results: For each project, clearly articulate the business objectives, your role, the actions taken, and the quantifiable outcomes (e.g., % increase in customer satisfaction, % reduction in churn, ROI figures, revenue growth attributed to product changes).

• CX Product Focus: Highlight projects specifically related to customer experience, product strategy, digital product development (apps, web), and CRM integration.

• Process & Methodology: Showcase your understanding and application of Agile Scrum, data analysis, UI/UX principles, and change management.

• Stakeholder Management Examples: Include instances where you successfully managed expectations, influenced decisions, and gained buy-in from diverse stakeholder groups.

• Conciseness & Clarity: Present information clearly and concisely, focusing on the most impactful achievements and relevant examples.

Challenge Preparation:

• Strategic Case Study: Be prepared for a hypothetical scenario where you need to outline a CX product strategy for a challenge Love's might face (e.g., enhancing mobile app engagement, improving loyalty program value, integrating new digital payment options).

• Data Interpretation: Practice interpreting CX metrics and behavioral data to derive actionable insights and strategic recommendations.

• Leadership Scenarios: Prepare to discuss how you would handle team conflicts, motivate a cross-functional team, or drive change in a large organization.

📝 Enhancement Note: The interview process for a Director-level role at a company like Love's will be rigorous, emphasizing strategic leadership, cross-functional collaboration, and demonstrable business impact. A well-curated portfolio that clearly links CX product strategy to tangible business results will be crucial for success.

🛠 Tools & Technology Stack

Primary Tools:

• CRM Systems: Experience with enterprise-level CRM platforms (e.g., Salesforce, Microsoft Dynamics) for managing customer data, insights, and driving customer engagement strategies.

• Product Management Tools: Familiarity with tools for roadmap planning, backlog management, and feature prioritization (e.g., Jira, Asana, Aha!, Productboard).

• Agile Project Management Software: Proficiency in tools that support Agile Scrum workflows, sprint planning, and task tracking (e.g., Jira, Trello, Azure DevOps).

• Microsoft Office Suite: Advanced proficiency in Word, Excel, and PowerPoint for documentation, analysis, reporting, and presentations.

Analytics & Reporting:

• Customer Analytics Platforms: Experience with tools for analyzing customer behavior, sentiment, and engagement (e.g., Google Analytics, Adobe Analytics, Mixpanel, Amplitude).

• Business Intelligence (BI) Tools: Familiarity with BI platforms for creating dashboards and reports to track key CX and product metrics (e.g., Tableau, Power BI, Looker).

• Survey & Feedback Tools: Experience with platforms for collecting customer feedback and measuring satisfaction (e.g., SurveyMonkey, Qualtrics, Medallia).

CRM & Automation:

• Marketing Automation Platforms: Understanding of how CRM integrates with marketing automation tools (e.g., HubSpot, Marketo, Pardot) for targeted customer communication.

• Customer Data Platforms (CDP): Familiarity with CDPs for unifying customer data from various sources to create a comprehensive customer view.

• Integration Tools: Basic understanding of how different systems integrate to ensure seamless data flow for CX initiatives.

📝 Enhancement Note: A Director of CX Product Strategy must be tech-savvy, with a strong understanding of the tools that enable data-driven decision-making, efficient product development, and integrated customer engagement. The emphasis on "Martech," "CRM products," and "integrating various technologies" means familiarity with the broader ecosystem of customer-facing digital tools is expected.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep commitment to understanding and serving the customer, ensuring their needs are at the forefront of all product decisions and strategies.

• Innovation & Continuous Improvement: A drive to constantly seek out new ideas, technologies, and methodologies to enhance customer experiences and product offerings.

• Data-Driven Decision Making: A belief in using data and analytics to inform strategy, measure impact, and optimize performance, rather than relying solely on intuition.

• Collaboration & Teamwork: A strong emphasis on working effectively across departments, fostering open communication and shared goals to achieve collective success.

• Accountability & Ownership: Taking responsibility for outcomes, driving initiatives to completion, and delivering measurable results.

Collaboration Style:

• Cross-Functional Integration: Actively seeks partnerships with IT, Marketing, Operations, and other departments to ensure a cohesive and unified customer experience across all touchpoints.

• Open Communication & Feedback: Encourages transparent communication, regular feedback loops, and constructive dialogue to foster continuous improvement and alignment.

• Shared Vision Building: Works collaboratively to build consensus and shared understanding around the CX product strategy, ensuring buy-in and commitment from all involved parties.

• Agile Mindset: Embraces iterative development, flexibility, and adaptability in collaborative efforts, responding effectively to changing customer needs and market dynamics.

📝 Enhancement Note: Love's emphasizes a culture that fuels growth and innovation, coupled with a strong sense of community and giving back. For this role, it translates to a need for a leader who can drive strategic CX initiatives while fostering a positive, collaborative, and results-oriented team environment that aligns with the company's core values.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Diverse Customer Needs: Managing the varied expectations and needs of different customer segments (professional drivers, traveling public, RVers, etc.) within a unified product strategy.

• Integrating Legacy Systems with New Technology: Navigating the complexities of integrating modern CX tools and digital products with existing enterprise systems in a large, established company.

• Driving Culture Change: Embedding a customer-centric mindset and robust CX principles across a large, diverse workforce with varying levels of digital adoption.

• Measuring ROI of CX Initiatives: Clearly demonstrating the tangible business impact and financial returns of CX product investments to secure ongoing support and resources.

Learning & Development Opportunities:

• Advanced Digital Strategy: Deepen expertise in emerging digital trends, AI in CX, and advanced personalization techniques.

• Leadership Development Programs: Access to executive coaching, leadership training, and mentorship to further hone strategic leadership skills.

• Industry Conferences & Certifications: Opportunities to attend leading CX, product management, and digital transformation conferences to stay abreast of industry best practices and network.

• Cross-Functional Exposure: Gain broader business acumen by working closely with various departments, understanding their operational challenges and strategic goals.

📝 Enhancement Note: The challenges presented are typical for a senior CX Product role in a large retail organization. Addressing them effectively will require strong strategic thinking, change management skills, and a solid understanding of both customer psychology and business operations. The growth opportunities align with advancing into higher executive leadership positions.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for developing a customer experience product strategy from inception to execution. What key data points would you prioritize?"

• "How would you align a diverse set of stakeholders (e.g., IT, Marketing, Operations) around a unified CX product vision and roadmap?"

• "Walk us through a time you had to make a difficult trade-off in product prioritization. What was your decision-making process, and what was the outcome?"

• "How do you measure the success of customer-facing digital products, particularly in terms of their contribution to profitability and customer loyalty?"

Company & Culture Questions:

• "What do you know about Love's, and why are you interested in contributing to our customer experience product strategy?"

• "How do you foster a culture of innovation and continuous improvement within your team and across departments?"

• "Describe your approach to leadership and how you motivate and develop a high-performing team."

Portfolio Presentation Strategy:

• Structure for Impact: Begin with an executive summary of your key achievements and strategic approach. For each case study, clearly state the problem, your solution, your role, the implemented process (especially Agile/Scrum), and the quantifiable results (ROI, satisfaction increase, efficiency gains).

• Data Visualization: Use charts and graphs to visually represent key metrics and demonstrate the impact of your work.

• Stakeholder Management Narrative: Weave in how you managed relationships and communicated with stakeholders throughout your projects.

• CX & Product Focus: Emphasize projects directly related to customer experience, digital product development, and strategy.

• Conciseness: Be prepared to present your most impactful work within a given timeframe (often 20-30 minutes), leaving ample time for Q&A.

📝 Enhancement Note: Candidates should prepare to discuss their strategic thinking, leadership style, and ability to drive tangible business results through CX product initiatives. Demonstrating a clear understanding of Love's business and culture, and how their experience aligns, will be critical. A strong portfolio presentation is a key differentiator.

📌 Application Steps

To apply for this operations position:

• Submit your application through the application link provided on the Love's Jobs portal.

• Customize Your Resume: Tailor your resume to highlight experience in Customer Experience strategy, product management, Agile methodologies, cross-functional leadership, and budget management, using keywords from the job description.

• Curate Your Portfolio: Select 2-3 of your most impactful CX product strategy projects that demonstrate strategic vision, execution, data-driven decision-making, and quantifiable business results. Ensure your portfolio clearly outlines your role, the processes used (especially Agile/Scrum), and the ROI achieved.

• Prepare for Strategic Questions: Anticipate and practice answering questions related to CX strategy development, stakeholder management, product prioritization, and measuring business impact. Be ready to discuss your approach to enhancing customer-facing products like mobile apps.

• Research Love's: Gain a deep understanding of Love's business model, customer segments, existing digital products (e.g., Love's Connect app), and company culture to articulate your alignment and vision effectively.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.