Senior Customer Experience Strategist

Foley-Inc; Piscataway Township (NJ); On-site; USD 65,000 - 75,000; Full time

Job summary

Foley, Incorporated is seeking a Customer Experience Specialist in Piscataway, NJ to lead strategy across channels, manage feedback programs, and drive process improvements. You will establish communication standards, reduce friction, and scale customer-facing processes with digital platforms.

Ideal candidates bring 7–12+ years in CX/ops, strong collaboration skills, and proficiency with CRM/ERP systems (Dynamics) and Power BI.

Qualifications

• 7–12+ years in customer experience, operations, or digital transformation roles.
• Strong communication, relationship-building, and collaboration skills with ability to influence outcomes and engage stakeholders.
• Analytical and highly organized with problem-solving abilities and data-driven mindset.
• Experience leading cross-functional process improvements in customer-focused 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, ensuring a consistent, high-quality journey.
• Manage the customer feedback and survey program, analyze insights, and drive improvements with measurable results.
• Establish and monitor customer communication standards, including proactive updates and issue resolution.
• 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, trade shows, and facility visits to strengthen brand presence and merchandising.

Skills

Customer experience

Cross-functional collaboration

Data analysis

CRM/ERP systems

Power BI

Tools

Dynamics CRM

Power BI

Job description

Foley, Incorporated is seeking a Customer Experience Specialist in Piscataway, NJ to lead strategy across channels, manage feedback programs, and drive process improvements. You will establish communication standards, reduce friction, and scale customer-facing processes with digital platforms.

Ideal candidates bring 7–12+ years in CX/ops, strong collaboration skills, and proficiency with CRM/ERP systems (Dynamics) and Power BI.