Senior Customer Experience Lead: Strategy & Insights

Foley, Inc.; Bensalem Township (Bucks County); On-site; USD 120,000 - 180,000; Full time

Job summary

Foley, Incorporated is seeking a seasoned leader to drive the customer experience strategy across multiple channels and locations. You will own the feedback program, analyze insights, and push data-informed improvements. Establish communication standards, resolve issues, and escalate where needed to enhance satisfaction.

The role requires strong cross-functional collaboration, data-driven decision making, and experience with CRM/ERP systems and Power BI to inform actions and demonstrate impact.

Qualifications

• 7-12+ years in customer experience, operations, or digital transformation roles.
• Strong communication and collaboration skills to influence outcomes and engage stakeholders.
• Analytical professional with strong problem-solving abilities and ability to drive continuous improvement.
• Experience leading cross-functional process improvements in branch-based or field service environments.
• Proficiency with CRM/ERP systems (Dynamics preferred) and data reporting tools such as Power BI.

Responsibilities

• Lead the customer experience strategy across all channels and locations with a consistent, high-quality journey.
• Manage the customer feedback and survey program, analyze insights, and drive improvement initiatives with measurable results.
• Establish and monitor customer communication standards including proactive updates and escalation processes.
• Improve customer processes by removing friction, enhancing data quality, and streamlining workflows.
• Standardize and scale customer-facing processes while driving adoption of digital platforms (Parts.Cat.Com, Cat Central, VisionLink).
• Support customer events and retail merchandising to strengthen brand presence and customer experience.

Skills

Customer experience strategy

Cross-functional collaboration

Analytical problem-solving

Multi-priority management

Stakeholder engagement

Tools

Dynamics (CRM/ERP)

Power BI

Job description

Foley, Incorporated is seeking a seasoned leader to drive the customer experience strategy across multiple channels and locations. You will own the feedback program, analyze insights, and push data-informed improvements. Establish communication standards, resolve issues, and escalate where needed to enhance satisfaction.

The role requires strong cross-functional collaboration, data-driven decision making, and experience with CRM/ERP systems and Power BI to inform actions and demonstrate impact.