Customer Experience Strategy & Insights Lead

Foley; Bensalem Township (Bucks County); On-site; USD 65,000 - 75,000; Full time

Job summary

Foley is seeking a Customer Experience Specialist in Bensalem, PA to lead the end-to-end customer experience strategy across channels and locations. The role focuses on feedback programs, standardized communications, and driving improvements with measurable results.

Ideal candidates bring 7–12+ years in customer experience or related fields, strong cross-functional influence, and proficiency with CRM/ERP systems and Power BI.

Qualifications

• 7–12+ years in customer experience, operations, or digital transformation roles.
• Strong communication, relationship-building, and collaboration skills with the ability to influence outcomes and engage stakeholders.
• Highly organized and analytical with ability to manage multiple priorities and drive continuous improvement.
• Experience leading cross-functional process improvements in branch-based, field service, or customer-focused environments.
• Proficiency with CRM/ERP systems (Dynamics preferred), customer feedback programs, and Power BI.

Responsibilities

• Lead the customer experience strategy across all channels and locations, ensuring a consistent, high-quality experience throughout the customer journey.
• Manage the customer feedback and survey program, analyze insights, and drive improvement initiatives with clear accountability and measurable results.
• Establish and monitor customer communication standards, including proactive updates, callback compliance, issue resolution, and escalation processes to enhance customer satisfaction.
• Improve customer processes by identifying and removing friction, enhancing data quality, streamlining workflows, and strengthening cross-functional collaboration.
• Standardize and scale customer-facing processes while driving adoption and engagement of digital platforms, including Parts.Cat.Com, Cat Central, and VisionLink.
• Support customer events, trade shows, and facility visits to strengthen brand presence, ensure consistent retail merchandising and signage, and identify opportunities to enhance the overall customer experience.

Skills

CRM/ERP systems (Dynamics preferred)

Customer feedback programs

Power BI

Cross-functional collaboration

Communication skills

Tools

Power BI

Job description

Foley is seeking a Customer Experience Specialist in Bensalem, PA to lead the end-to-end customer experience strategy across channels and locations. The role focuses on feedback programs, standardized communications, and driving improvements with measurable results.

Ideal candidates bring 7–12+ years in customer experience or related fields, strong cross-functional influence, and proficiency with CRM/ERP systems and Power BI.