Director Customer Experience

Saint-Gobain North America; Malvern (Chester County); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health and Wellbeing benefits

401(k) with Company Match

Paid Time Off and Parental Leave

Job summary

Saint-Gobain North America is looking for a Director of Customer Experience to lead the development of a unified customer-centric approach across all brands and business units. This role is central to defining the vision, strategy, and governance for customer engagement.

The successful candidate will drive cross-functional alignment and influence marketing, sales, and service teams to enhance brand perception and strengthen loyalty through seamless experiences.

Qualifications

• 10+ years of progressive experience in customer experience or marketing.
• 7-10+ years in leadership roles with cross-functional program responsibility.
• Experience in B2B or B2B2C environments.

Responsibilities

• Define the enterprise vision for customer experience across touchpoints.
• Lead the mapping of end-to-end customer journeys.
• Establish voice-of-customer systems and performance analytics.

Skills

Customer journey mapping

CX strategy

Performance measurement

Stakeholder influencing

Education

Bachelor's Degree in Marketing or related field

Tools

CRM systems

Customer feedback tools

Job description

Job Overview

The Director of Customer Experience leads the development and orchestration of a unified, customer-centric experience across all brands and business units in North America. This role defines the vision, strategy, standards, and governance for customer engagement across all touchpoints - ensuring that brand promise, commercial objectives, and customer needs are consistently translated into differentiated, high-quality experiences.

The Director serves as the enterprise voice of the customer, driving cross-functional alignment and influencing marketing, sales, digital, and service teams to deliver seamless, end-to-end experiences that strengthen loyalty, accelerate growth, and enhance brand perception.

Responsibilities

Customer Experience Strategy & Orchestration

Define the enterprise vision, principles, and standards for customer experience across all touchpoints. Orchestrate alignment across marketing, sales, service and digital teams to ensure consistent, high‑quality experiences across brands and sectors.

Customer Journey Design & Transformation

Lead the mapping and redesign of critical end‑to‑end customer journeys, ensuring seamless integration across digital, human, and in‑person interactions. Drive cross‑functional initiatives that reduce friction and elevate engagement across the full customer lifecycle.

Voice of Customer, Insights & Analytics

Lead the Insights team to establish voice‑of‑customer systems, research, and performance analytics, including ongoing NPS. Translate customer feedback and behavioral data into actionable insights that inform strategy and improve business outcomes.

Loyalty Strategy & Customer Programs

Define and lead the enterprise loyalty strategy, including oversight of platforms and programs such as LMS training, rebates and incentives, and co‑op marketing. Ensure these programs drive engagement, retention, and measurable commercial impact.

Customer Engagement Channels & Operations

Provide strategic oversight for customer‑facing touchpoints including the customer service center, account management interfaces, and customer events and trade shows. Ensure these interactions align to CX standards and deliver consistent, high‑quality experiences.

CX Performance Management & Governance

Define and monitor KPIs that measure experience quality, customer satisfaction, and business impact. Establish governance frameworks that drive accountability, visibility, and continuous improvement across the enterprise.

Qualifications

• Bachelor's Degree in Marketing, Business, Customer Experience, or related field required.
• 10+ years of progressive experience in customer experience, marketing, digital, or commercial functions required.
• 7-10+ years in leadership roles with responsibility for cross‑functional programs and enterprise initiatives required.
• Demonstrated success operating in complex, matrixed, multi‑brand organizations
• Experience in B2B and/or B2B2C environments required, ideally within industrial, manufacturing, or construction‑related sectors
• Proven ability to lead enterprise transformation initiatives that span multiple customer touchpoints and functions
• Experience linking customer experience to commercial outcomes (e.g., retention, loyalty, growth, or share of wallet)
• Deep expertise in customer journey mapping, CX strategy, and experience design principles
• Strong understanding of CX technology ecosystems, including CRM, service platforms, and customer data/insight tools
• Ability to translate strategy into scalable programs and governance models
• Demonstrated strength in influencing senior stakeholders and driving alignment without direct authority
• Experience building and operationalizing voice‑of‑customer systems and feedback loops
• Strong capability in performance measurement and KPI development, with a focus on business impact
• Excellent communication, storytelling, and executive presence
• Ability to balance strategic vision with practical execution in a complex environment

Benefits

Employees have the flexibility to choose the benefits that best fit their individual needs:

• Health and Wellbeing – Supporting your wellbeing, to thrive in life and work.
• Medical, Prescription Drug, Vision, and Dental Insurance
• Healthcare Saving Account and Flexible Spending Account options
• Paid Time Off and Paid Parental Leave
• Retirement and Protection - Helping to make the future life you want a reality.
• 401(k) with Company Match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan
• Company‑provided Life Insurance, AD&D, Short‑Term Disability
• Voluntary employee and dependent life insurance, Long‑Term Disability, Critical Illness, and Accident Insurance
• Additional Benefits – Helping shape the experience and impact you want