Director of Customer Experience

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 Pay Range Annual salary for this position is between $143,000.00 and $286,000.00. Factors such as skills, education, experience, and other unique qualifications may affect pay within this range. Other Compensation This position is entitled to short‑term cash incentives, subject to plan requirements. Benefits Health Care Benefits : Medical, Dental, Vision; Wellness incentives Retirement Benefits Time off and Leave : Paid vacation days up to 15 days; paid sick days up to 5 days; paid personal leave up to 5 days; paid holidays up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation Disability : Short‑term and long‑term disability Life Insurance and Accidental Death and Dismemberment Tax‑Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account Tuition Assistance Carrier EEO Statement and Accommodations Process Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a disability and protected veterans in compliance with section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act. If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at View email address on click.appcast.io. We will make every effort to meet your needs in accordance with applicable laws. #J-18808-Ljbffr