Top 37567 Director customer experience Jobs

Director Customer Experience & Strategy
Diesel Direct Inc —Olympia, WA
- Full-time
- Analysis skills
- Bachelor's degree
- Mentoring
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Director Customer Experience & Strategy
Diesel Direct Inc —North Highlands, CA
- Full-time
- Analysis skills
- Bachelor's degree
- Mentoring
Quick Apply
Director Customer Experience & Strategy
Diesel Direct Inc —Alamosa, CO
- Full-time
- Analysis skills
- Bachelor's degree
- Mentoring
Quick Apply
Director, Customer Experience Strategy
GitLab —Remote
- $168,000 - $285,600 a year
- Full-time
- Remote
- Management
- SQL
- Analysis skills
- Employee stock purchase plan
- Health insurance
6d
Director of Customer Support
Sana Benefits —Remote
- $133,450 - $157,000 a year
- Full-time
- Remote
- 6 years
- Mentoring
- Recruiting
- Paid parental leave
- Health savings account
Director, Engineering Controls (SSI)
Shermco Industries, Inc. —Wichita Falls, TX
- $162,000 - $240,000 a year
- Full-time
- 11+ years
- Master's degree
- Mentoring
Quick Apply
Director of Nursing 5,000 Bonus
The Waters —Rochester, MN
- $110,000 - $120,000 a year
- Full-time
- Nursing
- RN License
- Customer service
- Health savings account
- Disability insurance
Quick Apply
Veterinarian, Medical Director
Canobie Lake Veterinary Hospital —Windham, NH
- Full-time
- 7 years
- Clinic experience
- Surgery
- Loan repayment program
- Relocation assistance
Quick Apply
Director of Nursing (DON)
Advanced Care of St. Joseph —Saint Joseph, MO
- $100,000 - $115,000 a year
- Full-time
- Nursing
- Skilled nursing facility
- RN License
- Health savings account
- Health insurance
Quick Apply
Aquatics Director
British Swim School of Wellington —Wellington, FL
- Part-time
- Inventory management
- Mid-level
- Experience working with children
- Paid time off
- Employee discount
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Clinic Medical Director - VA employees welcome
Valor Healthcare, Inc. —Williston, ND
- $310,000 - $320,000 a year
- Medicine
- Computer literacy
- BLS Certification
- Continuing education credits
- Health insurance
Quick Apply
Site Director - $750 Bonus
Champions Before and After School Programs —Santa Fe, NM
- From $21 an hour
- Online Application
- Classroom
- CPR Certification
- Customer service
- Health savings account
- Health insurance
Director of Rehabilitation
Heritage Rehab —Columbus, OH
- Full-time
- Background check
- Skilled nursing facility
- Physical & Rehabilitation Medicine
- Health insurance
- Dental insurance
Quick Apply
5d
Director, Digital Commerce and Customer Experience
Nebraska Furniture Mart —Omaha, NE
- Full-time
- Hybrid work
- Marketing
- Merchandising
- Office
- Paid holidays
- Disability insurance
Quick Apply
Director of Nursing (DON) - Full-Time Exempt
La Crescent Health Services —La Crescent, MN
- Up to $120,000 a year
- Weekends as needed
- CPR Certification
- Nursing
- Skilled nursing facility
Quick Apply
Rehab Director
tmc —Eureka, KS
- $35 - $55 an hour
- Full-time
- Physical & Rehabilitation Medicine
- In-person
- Senior level
- Continuing education credits
- Paid holidays
Quick Apply
Community Relations Director
Settler's Park - Baker City , OR —Baker City, OR
- Full-time
- Computer literacy
- English
- Mid-level
- Health insurance
- Dental insurance
Quick Apply
6d
Director of Operations
Ramsey Companies, Inc. —Wapato, WA
- From $150,000 a year
- Full-time
- Clean driving record
- Inventory control
- Customer service
- Fuel card
- Relocation assistance
Quick Apply
Director, Digital Commerce and Customer Experience
Nebraska Furniture Mart —Omaha, NE
- Full-time
- Hybrid work
- Marketing
- Merchandising
- Office
- Paid holidays
- Disability insurance
Quick Apply
Director, Digital Commerce and Customer Experience
Nebraska Furniture Mart —Omaha, NE
- Full-time
- Hybrid work
- Marketing
- Merchandising
- Office
- Paid holidays
- Disability insurance
Quick Apply

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Director Customer Experience & Strategy

Diesel Direct Inc -
Olympia, WA

Quick Apply

Job Details

Full-time

Qualifications

Customer communication
Operational management
Bachelor's degree
Cross-functional team management

Full Job Description

The Director, Customer Experience & Strategy is responsible for leading and evolving the end-to-end customer experience strategy across fuel and lubricants businesses. This role oversees a cross-functional organization focused on delivering consistent, high-quality customer interactions while ensuring efficient, scalable operational execution.

The position has direct accountability for core operational processes supporting Customer, Vendor and Sales functions—including onboarding, data management, payment processing, and process governance—while serving as the “Voice of the Customer” across the organization. This leader drives continuous improvement, strengthens customer satisfaction and retention, and ensures operational excellence through standardized processes, strong controls, and cross-functional collaboration.

Lead the development and execution of customer experience strategies that enhance satisfaction, retention, and loyalty.
Serve as the primary “Voice of the Customer”, communicating insights, strategies, and performance outcomes across the organization.
Execute and oversee customer communication strategies including alerts, status updates, confirmations, and issue resolution.
Proactively identify customer trends and pain points, driving initiatives that elevate the overall customer journey.
Ensure efficient and timely execution of customer onboarding processes through effective team leadership, development, and accountability.

Success Metrics & Key Performance Indicators (KPIs)

Customer satisfaction metrics (e.g., NPS, CSAT)
Customer onboarding cycle time and accuracy
Issue resolution timeliness and SLA adherence
Data accuracy and transaction error rates
Process compliance and audit results
Customer retention and service-related churn

Operations, Process Management & Customer Support

Oversee recurring operational processes critical to business execution across Customer, Vendor, and Sales Support functions.
Manage core activities including data management, drafting, and credit card processing, ensuring accuracy, compliance, and timeliness.
Define and oversee performance metrics and reporting to drive accountability, transparency, and continuous improvement.
Resolve escalated issues and exceptions of moderate complexity and risk.

Process Governance & Continuous Improvement

Design, document, and maintain standardized processes across Customer Experience.
Establish and lead recurring audit programs to ensure processes remain current and effective.
Maintain a centralized process and training repository, ensuring accessibility and version control.
Identify and implement procedural improvements to enhance efficiency, quality, and scalability.
Partner with leadership to recommend and deploy process enhancements and best practices.

Project Management & Technology Enablement

Serve as SME and functional representative for Customer Experience in regional and corporate initiatives.
Coordinate project planning, tracking, scheduling, and execution to ensure timely delivery.
Lead implementation and testing activities for system and software initiatives.
Evaluate new tools and technologies, providing recommendations to improve operations and customer experience.
Identify risks, drive resolution, and coordinate cross-functional resources.

Customer Engagement & Issue Management

Establish and lead a structured framework for tracking, escalating, and resolving customer issues across all channels.
Ensure timely resolution of customer concerns, including ownership of complex, high-impact escalations.
Analyze issue trends and root causes to drive systemic improvements, prevent recurrence and ultimately improve the customer’s experience.
Reinforce accountability for resolution quality and communication across all customer-facing teams.

Team Leadership & Organizational Effectiveness

Directly oversee the Manager of Lubes Customer Experience and the Manager of Fuel Customer Experience, along with additional roles as required.
Lead an organization of approximately 17 team members, ensuring accountability, performance, and development.
Recruit, develop, and retain top talent while fostering a culture of collaboration and customer focus.
Provide coaching, mentorship, and leadership to managers and team members.
Set vision and operating model for the Customer Experience organization, aligning team structure with business priorities.
Drive a culture of accountability, responsiveness, and customer-centric decision-making across all levels of the team.

Stakeholder Collaboration

Partner cross-functionally with sales, commercial, operational, and corporate teams to resolve issues and improve customer outcomes.
Build strong internal relationships to ensure alignment and effective execution.
Communicate performance metrics, insights, and action plans to senior leadership.

Essential Functions

Ensure completion of operational processes accurately, on time, and in compliance with policies and regulations.
Track, monitor, and report on departmental activities, quality, and performance metrics.
Implement process changes to improve efficiency and effectiveness.
Coordinate software implementation and testing activities to support business operations.
Maintain training materials and documentation supporting customer and vendor onboarding, data management, and transaction processing.
Perform additional duties as required.

Qualifications & Experience

Bachelor’s degree required; advanced degree preferred.
10+ years of experience in customer experience, operations, or service delivery leadership roles.
Proven experience leading teams and managing managers in a multi-functional environment.
Strong analytical, problem-solving, and process improvement skills.
Preferred experience in pricing strategy and margin management.
Experience leading projects, system implementations, and change initiatives.
Industry experience in fuel, energy, lubricants, or a related field preferred

Core Competencies

Project Management – Ability to lead initiatives from concept through execution.
Process Improvement & Change Management – Drives efficiency and operational excellence.
Time Management – Effectively prioritizes and meets deadlines.
Problem Solving – Proactively identifies and resolves issues.
Communication (Written & Verbal) – Clear, concise, and effective across all levels.
Organizational Skills – Structured, detail-oriented, and disciplined in execution.
Resilience Under Pressure – Performs effectively in fast-paced, high-demand environments.
Tenacity & Accountability – Drives results and follows through on commitments.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Quick Apply

Refine Your Search

director customer experience jobs

Director Customer Experience & Strategy

Director Customer Experience & Strategy

Director Customer Experience & Strategy

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Director, Engineering Controls (SSI)

Director of Nursing 5,000 Bonus

Veterinarian, Medical Director

Director of Nursing (DON)

Aquatics Director

Clinic Medical Director - VA employees welcome

Site Director - $750 Bonus

Director of Rehabilitation

Director, Digital Commerce and Customer Experience

Director of Nursing (DON) - Full-Time Exempt

Rehab Director

Community Relations Director

Director of Operations

Director, Digital Commerce and Customer Experience

Director, Digital Commerce and Customer Experience

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