Director OF Customer Experience

What You'll Do Build and Operationalize Eaton’s global Customer Intelligence and Voice of Customer (VoC) strategy, leveraging AI to transform customer and market insights into actionable business decisions that drive growth, customer experience, commercial effectiveness, and operational efficiency. Establish the governance, processes, data architecture, and executive operating rhythms needed to embed customer intelligence across marketing, product management, sales, engineering, supply chain, and business leadership. Build an enterprise-wide program that consolidates customer data, generates actionable insights, and enables consistent decision-making across the organization. Key Responsibilities Define and lead Eaton’s global Customer Intelligence and VoC strategy, operating model, governance framework, and multi-year roadmap. Establish enterprise standards, processes, and executive review mechanisms for collecting, prioritizing, and acting on customer insights. Lead a cross-functional Customer Intelligence Council to convert customer and market signals into business actions. Develop a unified customer intelligence architecture integrating customer feedback, digital engagement, CRM data, market research, sales insights, and external market signals. Build AI-enabled capabilities to capture, analyze, and distribute customer intelligence at scale. Advise senior leaders on growth opportunities, customer experience improvements, product strategy, pricing, commercial effectiveness, and market priorities. Own VoC methodologies, research standards, data governance, privacy compliance, and vendor management. Advise on the strategic planning process ensuring customer intelligence informs segment priorities, campaign investment, product messaging, demand generation and market opportunity choices. Define program success metrics and drive adoption of customer intelligence as a core business capability. Qualifications Bachelor's degree in Business, Marketing, Analytics, Market Research, Statistics, or related field; advanced degree preferred. 15+ years of experience in customer intelligence, market research, VoC, customer experience, analytics, product marketing, strategy, or related commercial leadership roles. Proven success influencing senior leaders within a complex global organization. Expertise in customer intelligence programs, research methodologies, marketing analytics, AI-driven insights, data governance, and executive storytelling. Key Skills Strategic and systems thinking Enterprise influence without direct authority Strong business and customer acumen Cross-functional leadership and stakeholder management Change leadership and organizational adoption Consultative problem-solving and decision-making Ability to translate complex insights into business action The expected annual salary range for this role is $165,000 - $242,000. This position is also eligible for a variable incentive program. Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations. All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws. The application window for this position is anticipated to close on 10/29/2026. We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws. You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at View phone number on click.appcast.io to discuss your specific need. Only accommodation requests will be accepted by this phone number. We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements. #J-18808-Ljbffr Eaton