The Director, Customer Experience is a newly created, high-impact leadership role responsible for championing the voice of the customer across the organization. This position is focused on identifying, prioritizing, and shepherding customer concerns through to resolution—ensuring that both customer sentiment and root cause analysis drive business decisions and operational improvements. Unlike traditional customer service roles, this leader will not address concerns directly, but will instead act as the architect of processes and analytics that reveal what matters most to customers, why issues occur, and how the organization must respond.

The Role

• Develop and lead a comprehensive process for capturing, analyzing, and prioritizing customer concerns from all channels and touchpoints.
• Infuse customer sentiment and feedback into advanced analytics and AI models to ensure prioritization reflects both business impact and customer experience.
• Build and maintain dashboards and visualization tools that provide real-time visibility into customer sentiment, concern status, and resolution progress for executive leadership.
• Deliver clear, actionable recommendations to product, engineering, service, sales, and other cross-functional teams based on data-driven insights.
• Conduct rigorous root cause analysis to uncover underlying drivers of customer concerns, distinguishing between technical, process, and perception-based issues.
• Map concerns to the appropriate internal organizations (e.g., Design, Engineering, Manufacturing, Service, Sales), often involving multiple teams, and ensure clear ownership for resolution.
• Oversee the end-to-end process of shepherding prioritized concerns through to resolution, tracking progress and escalating as needed to executive leadership.
• Establish and track KPIs for customer concern resolution, customer satisfaction, and organizational responsiveness.
• Collaborate with leaders across product, engineering, manufacturing, service, and sales to drive accountability and ensure timely, effective resolution of customer issues.
• Leverage a strong technical understanding of vehicle systems and customer-facing technologies to accurately interpret concerns and assign ownership.
• Serve as the internal advocate for the customer, ensuring their needs and pain points are understood and addressed in strategic planning and operational execution.
• Foster a culture of customer-centricity, continuous improvement, and data-driven decision-making throughout the organization.

Qualifications

• Bachelor’s degree in Engineering, Data Science, Business, or related field; advanced degree preferred.
• 10+ years of experience in customer experience, analytics, product management, or related roles, preferably in automotive, technology, or consumer sectors.
• Demonstrated expertise in data analytics, AI, and customer sentiment analysis.
• Strong technical acumen with the ability to understand vehicle systems and translate technical issues into actionable business insights.
• Proven ability to lead cross-functional initiatives and drive accountability across multiple departments.
• Exceptional problem-solving, communication, and stakeholder management skills.
• Experience building and scaling customer experience programs in fast-paced, innovative environments.