Customer Experience Director

Overview

Position Title : Customer Experience Director

Reports To : Chief Operating Officer

Status : Exempt

Date : 2025

Location : Administration

Description

The Customer Experience Director plays a high impact role in driving cross-functional initiatives that support enterprise-wide transformations. This role ensures seamless execution of strategic projects by aligning stakeholders, managing timelines, and maintaining a customer-first lens throughout the project lifecycle. Success means a painless experience for our customers and improved satisfaction.

Responsibilities

• Project Leadership & Execution – cross-functional projects that are central to the organization's strategic roadmap.
• Customer Experience Alignment – champion for the customer during transition
• Process Improvement & Change Enablement – organizational communication and customer feedback
• Leads and manages complex, cross-functional projects related to the customer experience from initiation to completion, ensuring alignment with strategic goals.
• Provides visual representations of the customer journey to assist the organization to pinpoint key touchpoints and identify areas for improvement.
• Upholds policies and procedures that reinforce the organization's branding strategy and goals.
• Consults with cross-functional leadership to evaluate and recommend solutions that will facilitate the accomplishment of business goals and produce a frictionless customer experience.
• Supports cross-functional change management initiatives with minimum disruption to the customer experience.
• Frequently reviews and analyzes data to inform strategic decision-making and provide data-driven insights.
• Facilitate regular project updates, committee meetings, and feedback loops to ensure transparency and alignment.
• Proactively manage expectations, resolve conflicts, and drive consensus across diverse teams.
• Act as a guide and resource for stakeholders in the organization to infuse the voice of the customer into all aspects of the business.
• Regular review of progress against CX roadmap, with adjustments based on customer feedback and competitive benchmarks.
• Captures key milestones of customer experience projects and programs to support deadlines and cross-departmental communication.
• Performs other related duties as assigned.

Core Competencies

QualificationsScheduling

Physical Ability

Mental Ability

Pre-Employment Requirements

Environmental Conditions

Education

Experience

Desired Skills

Desired Attributes

Disclaimer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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