Customer Experience Excellence Lead

Pentair plc; Oxford (OH); On-site; USD 96,000 - 177,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Employee stock purchase program

Disability benefits

Life insurance

Tuition reimbursement

Paid time off

Wellness programs

Job summary

Pentair plc in Ohio is seeking a Customer Experience Excellence Lead to drive the transformation of our Water Quality Management customer journey. You will partner with CX leadership and stakeholders to implement initiatives that improve service performance, data accuracy, and operational efficiency.

This hands-on role requires strong collaboration and change-management skills to shape SOPs, training programs, dashboards, and systems adoption across Salesforce, SAP S/4 Hana, and Power BI.

Qualifications

• Bachelor's degree preferred or equivalent combination of education and experience.
• 5+ years of experience in customer service operations, customer experience, operational excellence, business transformation, continuous improvement, or related fields.
• Demonstrated experience leading customer service or customer experience transformation initiatives.
• Strong working knowledge of Salesforce and customer service technologies.
• Proven ability to drive results through cross-functional collaboration in a matrixed environment.
• Strong analytical, process improvement, problem‑solving, and execution skills.
• Demonstrated experience personally designing, building, and implementing customer service improvements, not simply managing projects—including processes, SOPs, reporting solutions, system enhancements, training programs, knowledge management tools, or operational workflows that delivered measurable business results.
• Ability to balance strategic thinking with hands‑on execution.
• Experience driving customer service transformation.
• SAP experience, preferred S/4 Hana.
• Experience developing KPI dashboards, scorecards, and reporting frameworks.
• Experience creating SOPs, knowledge management tools, training programs, and operational standards.
• Strong change management and stakeholder influence skills.
• Ability to identify opportunities, remove barriers, and deliver sustainable improvements.
• A hands‑on leader with a strong bias for action, intellectual curiosity, and passion for improving customer experience.

Responsibilities

• Lead execution of the Water Quality Management Customer Experience transformation roadmap across four areas of the business.
• Drive process improvements that increase efficiency, consistency, and customer satisfaction.
• Lead process mapping, workflow redesign, and documentation across key customer-facing processes.
• Develop and implement SOPs, training materials, knowledge management resources, and operating standards.
• Build KPI dashboards, reporting tools, and performance management routines.
• Support adoption and optimization of Salesforce, SAP S/4 Hana, Power BI, and other customer service technologies.
• Own the creation and population of performance KPIs that provide actionable insights to inform operational focus and strategic direction.
• Establish sustainable operating disciplines that improve execution, transparency, and customer outcomes.
• Lead cross-functional initiatives and influence stakeholders without direct reporting authority to achieve business objectives.

Skills

Customer service operations

Customer experience transformation

Cross-functional collaboration

Analytical skills

Change management

Execution skills

KPI dashboards

Problem solving

Education

Bachelor's degree or equivalent

Tools

Salesforce

SAP S/4 Hana

Job description

Job Description

At Pentair, you will work alongside passionate problem-solvers who are committed to the future of our planet. We put our mission into practice, helping the world sustainably move, improve, and enjoy water, life's most essential resource. From our residential water filtration to industrial water management to pool products and more, our 9,000 global employees serve customers in more than 150 countries, working to help create a better world for people and the planet through smart, sustainable water solutions. We have an opportunity for a Customer Experience Excellence Lead to join our Bishop Woods, WI team. You will drive execution of our Customer Experience roadmap across Water Quality Management. This individual will partner closely with Customer Experience leadership and key stakeholders to implement transformational initiatives that improve customer service performance, enhance technology adoption, standardize ways of working, and strengthen customer outcomes. The successful candidate will combine customer service expertise with strong execution skills and a passion for continuous improvement. As a key member of the Customer Experience organization, this individual will lead the execution of initiatives spanning customer service processes, reporting and analytics, systems adoption, knowledge management, training, and operational excellence. The role requires a highly collaborative leader who is comfortable working across functions and rolling up their sleeves to deliver meaningful change.

You will:

• Lead execution of the Water Quality Management Customer Experience transformation roadmap across four areas of the business.
• Drive implementation of customer service process improvements that increase efficiency, consistency, and customer satisfaction.
• Lead process mapping, workflow redesign, and documentation efforts across key customer-facing processes.
• Develop and implement SOPs, training materials, knowledge management resources, and operational standards.
• Build KPI dashboards, reporting tools, and performance management routines that drive visibility and accountability.
• Support adoption and optimization of Salesforce, SAP S/4 Hana, Power BI, and other customer service technologies.
• Own the creation and population of performance KPIs that provide actionable insights to inform operational focus and strategic direction.
• Establish sustainable operating disciplines that improve execution, transparency, and customer outcomes.
• Lead cross-functional initiatives and influence stakeholders without direct reporting authority to achieve business objectives.

Key Qualifications

• Bachelor's degree is preferred or equivalent combination of education and experience.
• 5+ years of experience in customer service operations, customer experience, operational excellence, business transformation, continuous improvement, or related fields.
• Demonstrated experience leading customer service or customer experience transformation initiatives.
• Strong working knowledge of Salesforce and customer service technologies.
• Proven ability to drive results through cross-functional collaboration in a matrixed environment.
• Strong analytical, process improvement, problem‑solving, and execution skills.
• Demonstrated experience personally designing, building, and implementing customer service improvements, not simply managing projects—including processes, SOPs, reporting solutions, system enhancements, training programs, knowledge management tools, or operational workflows that delivered measurable business results.
• Ability to balance strategic thinking with hands‑on execution.
• Experience driving customer service transformation.
• SAP experience, preferred S/4 Hana.
• Experience developing KPI dashboards, scorecards, and reporting frameworks.
• Experience creating SOPs, knowledge management tools, training programs, and operational standards.
• Strong change management and stakeholder influence skills.
• Ability to identify opportunities, remove barriers, and deliver sustainable improvements.
• A hands‑on leader with a strong bias for action, intellectual curiosity, and passion for improving customer experience.

Compensation

For this full‑time position working at this location, the anticipated annualized base pay range will be from $95500 - $177300 / year. At Pentair, it is not typical for an individual to be hired near the bottom or top of the pay range. Pentair considers various factors in determining actual compensation for this position at the expected location. Actual compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, work location, and other relevant business or organizational needs. This position may be eligible for other forms of compensation such as, annual incentive bonus.

Benefits

• As a Pentair employee, you would enjoy a wide array of benefit options to help keep you and your family healthy and protected, health benefits, a generous 401(k), employee stock purchase program, disability benefits, life insurance, critical illness insurance, accident insurance, parental leave, caregiver leave, tuition reimbursement, plus paid time off and wellness programs to encourage a healthy work/life balance.

Equal Opportunity Employer

Pentair is an Equal Opportunity Employer. With our expanding global presence, cross-cultural insight and competence are essential for our ongoing success. We believe that a diverse workforce contributes different perspectives and creative ideas that enable us to continue to improve every day.

About Pentair

At Pentair, we help the world sustainably move, improve, and enjoy water, life’s most essential resource. From our residential and commercial water solutions, to industrial water management and everything in between, Pentair is focused on smart, sustainable water solutions that help our planet and people thrive. Pentair had revenue in 2023 of approximately $4.1 billion, and trades under the ticker symbol PNR. With approximately 10,500 global employees serving customers in more than 150 countries, we work to improve lives and the environment around the world. To learn more, visit Pentair.com.