Director of Customer Experience

Job Number: 10275

External Description:

Key Responsibilities

Strategic Leadership & Transformation

• Define and execute a global CX roadmap aligned with business objectives and growth priorities.
• Define and lead the customer experience strategy across the full customer lifecycle.
• Establish a vision for a digitally enabled, scalable, and customer-centric operating model
• Lead transformation initiatives focused on digital enablement, AI and automation, and process optimization.

Process mapping, Optimization, and Operational Excellence

• Map, document, and analyze existing customer experience processes.
• Identify inefficiencies and design future-state workflows.
• Build metrics and dashboards to monitor performance with key metrics such as NPS, CES, CSAT, and digital adoption.
• Lead workshops, readiness planning, and workflow alignment sessions.

Customer Engagement & Retention

• Develop strategies to enhance customer engagement and foster long-term loyalty.
• Implement journey mapping and experience design to optimize end-to-end customer interactions.

Cross-Functional Collaboration

• Partner with Product, Information Technology, Supply Chain, and Commercial teams to ensure consistent global service delivery and rapid issue resolution.
• Serve as a trusted advisor to executive leadership, presenting insights on customer trends and strategic opportunities.

 Performance Management

• Establish and monitor CX dashboards with key metrics such as NPS, CES, CSAT, and digital adoption.
• Drive continuous improvement programs leveraging data analytics and best-in-class methodologies.

Team Leadership

• Build and develop a high-performing, geographically diverse team.
• Foster a culture of innovation, accountability, and inclusivity.
• Drive cultural alignment toward continuous improvement.
• Develop change management plans to support process and system transitions.

Required Qualifications

• Bachelor’s degree and 10+ years in customer experience, service operations, or transformation leadership roles.

Preferred Attributes

• MBA preferred in Operations, or related field and 7+ years in customer experience, service operations, or transformation leadership roles.
• Global mindset with experience navigating diverse markets and cultural nuances.
• Proven success managing global teams and delivering measurable CX improvements.
• Background in manufacturing, IoT, or hardware/software ecosystems.
• Customer-centric innovator passionate about anticipating and exceeding market needs.
• Influential leader thriving in matrixed environments.
• Continuous learner, staying ahead of industry trends and emerging technologies.
• High emotional intelligence and collaborative approach.

 Skills

• Expertise in CX strategy, journey mapping, and digital enablement.
• Strong analytical and problem-solving capabilities.
• Exceptional communication and stakeholder management across cultures.
• Ability to lead through change and influence at all organizational levels.

 Focus Areas for Success

• Net Promoter Score (NPS)
• Customer Effort Score (CES)
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Digital adoption and self-service enablement
• Process optimization and operational excellence

Job Number: 30204151

Community / Marketing Title: Director of Customer Experience

Location_formattedLocationLong: Massachusetts, US