Director of Customer Experience

Director of Customer Experience

The Director of Customer Experience is responsible for designing, leading, and continuously improving the end-to-end customer journey across all touchpoints. The Director partners cross-functionally to align people, processes, and technology around a unified customer experience strategy. This role coaches and develops talent (directly manages a team of Regional Customer Experience Managers) while influencing policies and procedures that produce high quality customer service delivery. This position also acts as the strategic communication bridge between centralized order management, sales, finance, leadership, and plant operations.

Job Location: This position is remote and the preferred locations that this person lives are Atlanta, GA, Phoenix, AZ, or Salt Lake City, UT.

Job Responsibilities:

• Map and optimize end-to-end customer journeys across channels and lifecycle stages
• Establish Customer Experience standards and success metrics
• Serve as the internal champion for customer-centric decision-making
• Partner with Analytics team to measure experience impact and ROI
• Monitor customer sentiment, trends, and competitive benchmarks
• Collaborate with Customer Experience, Order Management, Sales, Marketing, Product, Operations, Finance, Leadership, and IT to improve experience outcomes
• Support customer onboarding, lifecycle engagement, and retention strategies
• Identify pain points and root causes across customer interactions and internal processes
• Drive continuous improvement efforts focused on reducing customer effort and improving satisfaction
• Assist with SOP creation and implementation through Customer Experience Teams
• Support digital experience enhancements and self-service capabilities
• Build, lead, and develop a high-performing customer experience team
• Coach leaders and frontline teams on experience standards and best practices
• Present Customer Experience insights, trends, and recommendations to executive leadership
• Act as an escalation point for systemic customer experience issues
• Represent the customer perspective in strategic planning and transformation initiatives

Job Requirements:

• 8+ years of experience in leadership, customer experience, customer success, service design, or related disciplines
• Bachelor's degree in Business, Marketing, Communications, or a related field
• MBA or advanced degree (preferred)
• Proven track record of leading enterprise-wide Customer Experience initiatives
• Strong analytical skills and excellent interpersonal, writing, presentation, and communication skills
• Exceptional ability to influence cross-functional stakeholders and senior leaders
• Experience leading digital transformation or change management initiatives (preferred)
• Ability to travel up to 50%

Compensation: Base Salary $160,000-$190,000 with an annual target bonus of 20% 401(k) plan / group retirement savings program Short-term and long-term disability benefits Life insurance Health, dental, and vision insurance Paid time off Paid holidays

What CRH Offers You: Highly competitive base pay Comprehensive medical, dental and disability benefits programs Group retirement savings program Health and wellness programs An inclusive culture that values opportunity for growth, development, and internal promotion

About CRH: CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.