Customer Experience Leader.

Atmus Filtration Technologies; United States; Hybrid; USD 118,000 - 131,000; Full time

Benefits offered by this job

401(k) Retirement Savings Plan

Medical/Dental/Life Insurance

Health Savings Account

Job summary

Atmus Filtration Technologies seeks a Customer Experience Leader to drive cross-functional CX programs in Nashville, TN or Indianapolis, IN. Hybrid onsite with 3 days in office and 2 remote, focusing on governance, VOC analytics, and journey optimization across supply chain, commercial, digital/IT, and operations.

You will own CX KPIs, build dashboards, and lead enterprise initiatives turning customer feedback into actionable improvements, shaping our future CX strategy.

Qualifications

• 5–8 years in customer experience, CX program management, or a related role with cross-functional influence.
• Hands-on experience with VOC/NPS platforms (Medallia, Qualtrics, Salesforce Service Cloud, or similar) and survey program management.
• Strong executive communication and presentation skills — ability to distill complexity into clear, decision-ready insights.

Responsibilities

• Own CX program governance, milestones, dependencies, and deliverables across foundation through sustain.
• Lead cross-functional reviews and prepare executive-readouts with risks and actions.
• Develop and maintain customer journey maps highlighting pain points and opportunities.
• Design internal CX programming calendar, campaigns, and culture-building initiatives.
• Build dashboards (CRM, BI) for real-time CX visibility and metric governance.

Skills

Cross-functional influence

Data-to-story translation

VOC design

Executive presence

Presentation skills

Education

Bachelor's Degree in Marketing/Business/Communications

Tools

Power BI

Tableau

Salesforce Service Cloud

Job description

At Atmus, employees are viewed as people first, then colleagues. We give you the freedom and flexibility to do what you’re good at and make an impact. Work alongside today’s most innovative thinkers and help shape the future with Atmus.

We are looking for a talented Customer Experience Leader.

Location: Nashville TN or Indianapolis, Indiana – Onsite with Flexibility (3 days in office, 2 remote)

Travel: Up to 25%

The Customer Experience Leader is a cross-functional role within the Customer Experience organization at Atmus Filtration Solutions. This individual serves as the operational engine behind our internal / external customer focus, owning the program management infrastructure, driving accountability across functional leads, whilst building the internal culture necessary to deliver extraordinary customer outcomes.

Responsibilities

CX Program Management & Cross-Functional Accountability

• Own Customer Focus 2.0 master program plan — tracking milestones, dependencies, and deliverables across all phases (Foundation through Sustain)
• Serve as the primary point of accountability for functional leads (Supply Chain, Commercial, Digital/IT, Operations, etc.) to ensure CX commitments are met on schedule
• Design and facilitate regular cross-functional CX review cadences; prepare executive-ready readouts with clear status, risk flags, and action recommendations
• Maintain and evolve the CX governance model including RACI frameworks, decision rights, and escalation paths
• Identify blockers, surface competing priorities, and drive resolution without formal authority — influencing through data and relationships
• Track and report on CX KPIs including NPS, Customer Effort Score (CES), Ease of Business scores, and operational metrics tied to top VOC themes

Voice of Customer (VOC) & Surveying

• Partner with the CX Director and analytics teams to evolve the enterprise NPS and satisfaction surveying program — expanding coverage, cadence, and segmentation
• Own day-to-day administration of VOC platforms; ensure data quality, timely distribution, and closed-loop follow-up processes
• Synthesize VOC data (NPS comments, theme analysis, CES) into clear narratives that connect customer feedback to functional ownership and action planning
• Develop and maintain customer journey maps that visualize current-state pain points across key touchpoints — from order placement to post-sale support
• Facilitate VOC workshops with regional teams to translate insights into localized action plans aligned with enterprise priorities
• Monitor competitive feedback signals and market benchmarks to contextualize internal data and sharpen prioritization

Internal CX Programming, Education & Culture

• Develop and execute the internal Customer Focus programming calendar — including education campaigns, toolkits, recognition programs, and cultural initiatives
• Own the 'It's Just One…' behavioral campaign and future internal CX communications — building common language and shared accountability across the enterprise
• Design and manage the customer visibility events program (onsite employee engagement events that deepen customer understanding) from concept through execution
• Curate and distribute customer win stories, journey maps, and VOC highlights through internal channels (Viva Engage, facility signage, leadership communications)
• Build and maintain a CX learning library — resources, frameworks, and enablement tools that help functional teams apply CX principles in their day-to-day decisions
• Partner with HR and Communications to integrate customer-focus into onboarding journeys and manager enablement programs
• Conduct ongoing analysis of VOC data, operational metrics, and customer behavior patterns to identify friction points and emerging themes
• Develop and maintain customer journey maps for priority segments — documenting moments of truth, pain points, and improvement opportunities with quantified impact
• Build and manage dashboards (CRM, BI tools) that give functional leads real-time visibility into CX performance against their owned metrics
• Support loyalty and tiered customer programming by analyzing customer segment behavior, retention patterns, and engagement data to inform program design
• Contribute to the digital strategy roadmap by providing CX data inputs that prioritize foundational experience improvements

Required Experience

• 5–8 years in customer experience, CX program management, or a related role with demonstrated cross-functional influence
• Proven track record managing complex, multi-stakeholder programs with competing priorities and without direct authority over contributors
• Hands-on experience with VOC/NPS platforms (Medallia, Qualtrics, Salesforce Service Cloud, or similar) and survey program management
• Demonstrated ability to synthesize quantitative data and qualitative feedback into compelling, actionable narratives
• Strong executive communication and presentation skills — ability to distill complexity into clear, decision-ready insights
• Experience developing and executing internal culture or education programs

Preferred Experience

• B2C or B2B2C background — particularly in industries with distributor/dealer networks or tiered customer models
• Experience with loyalty program design, tiered customer programming, or retention strategy
• Familiarity with data visualization tools (Power BI, Tableau, or similar)
• Background in or exposure to CRM platforms — Salesforce preferred
• Experience in a manufacturing, industrial, or filtration environment is a plus but not required
• Certification in Customer Experience (CCXP), Project Management (PMP), or Agile is advantageous
• Experience with digital experience design or working alongside UX/product teams on customer-facing platforms

Core Competencies

• Cross-functional influence without authority
• Data-to-story translation
• VOC design and administration
• Internal communications & culture building
• Loyalty and retention thinking
• Executive presence & presentation
• Bias toward action and accountability

Education

Bachelor's Degree - Marketing, Business or Communications preferred.

Base salary range: $118,138 to 131,263 /year

Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate’s qualifications and experience, where appropriate.

Compensation and Benefits

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Medical/Dental/Life Insurance, Health Savings Account, other personal and professional benefits.