Customer Experience Strategy Lead

Foley, Inc.; Piscataway Township (NJ); On-site; USD 120,000 - 180,000; Full time

Job summary

Foley, Incorporated seeks a senior leader to drive the customer experience strategy across channels and locations, ensuring a consistent, high-quality journey from first contact to service.

You will manage feedback programs, analyze insights with Power BI, and lead cross-functional improvements, standardizing processes and expanding the use of digital tools such as Parts.Cat.Com, Cat Central, and VisionLink.

Qualifications

• 7-12+ years in customer experience, operations, or digital transformation roles.
• Proven ability to influence outcomes and engage cross-functional stakeholders.
• Strong analytical and problem-solving skills with ability to manage multiple priorities.
• Experience leading cross-functional process improvements in branch-based or field service environments.
• Proficiency with CRM/ERP systems (Dynamics preferred) 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.
• 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

Customer experience leadership

Cross-functional collaboration

Data-driven decision making

Strong communication

Process improvement

Tools

Power BI

Dynamics CRM

CRM/ERP systems

Job description

Foley, Incorporated seeks a senior leader to drive the customer experience strategy across channels and locations, ensuring a consistent, high-quality journey from first contact to service.

You will manage feedback programs, analyze insights with Power BI, and lead cross-functional improvements, standardizing processes and expanding the use of digital tools such as Parts.Cat.Com, Cat Central, and VisionLink.