CX Transformation Lead - Elevate Customer Experience

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

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.