Director of Customer Experience Transformation

Position Summary

The Director of Customer Experience Transformation (CX) is a strategic and forward thinking leader responsible for transforming how Athens Services understands, designs, and delivers exceptional customer experiences across every touchpoint.

This role leads the innovation, analytics, and improvement engine behind our Experience Strategy—empowering teams through data, technology, and human-centered design to create lasting loyalty and operational excellence.

A passionate advocate for both customers and employees, this leader will use advanced experience management platforms—particularly Qualtrics XM—to translate insights into measurable outcomes, driving continuous improvement across service, operations, and digital channels.

Key Responsibilities

Strategic Leadership & Transformation

• Develop and execute the enterprise-wide Customer Experience Strategy that aligns with Athens’ “People, Service, Environment” values and supports organizational growth.
• Lead a portfolio of transformation initiatives focused on experience innovation, data driven decision making, and continuous improvement.
• Partner cross-functionally (Operations, IT, Sales, HR, and Marketing) to embed CX principles into systems, processes, policies, technology, and daily practices.
• Serve as a trusted advisor to leadership peers translating insights into strategic priorities, policies, and action plans.

Experience Management & Analytics

Operational Excellence & Process Innovation

Team Leadership & Culture

Innovation & Future Readiness

Qualifications Required

Preferred

Why Join Athens

At Athens, Experience is Everything. As we modernize our systems, elevate service delivery, and strengthen our connection to the communities we serve, this role will be pivotal in designing the future of customer experience—one that blends technology, analytics, and heart to deliver excellence every day.