Job Description

We are looking for a talented Customer Experience Leader.

Location: Nashville TN or Indianapolis, Indiana - Onsite with Flexibility (3 days in office, 2 remote)

Travel: Up to 25%

The Customer Experience Leader is a cross-functional role within the Customer Experience organization at Atmus Filtration Solutions. This individual serves as the operational engine behind our internal / external customer focus, owning the program management infrastructure, driving accountability across functional leads, whilst building the internal culture necessary to deliver extraordinary customer outcomes.

Responsibilities

CX Program Management & Cross-Functional Accountability
• Own Customer Focus 2.0 master program plan - tracking milestones, dependencies, and deliverables across all phases (Foundation through Sustain)
• Serve as the primary point of accountability for functional leads (Supply Chain, Commercial, Digital/IT, Operations, etc.) to ensure CX commitments are met on schedule
• Design and facilitate regular cross-functional CX review cadences; prepare executive-ready readouts with clear status, risk flags, and action recommendations
• Maintain and evolve the CX governance model including RACI frameworks, decision rights, and escalation paths
• Identify blockers, surface competing priorities, and drive resolution without formal authority - influencing through data and relationships
• Track and report on CX KPIs including NPS, Customer Effort Score (CES), Ease of Business scores, and operational metrics tied to top VOC themes

Voice of Customer (VOC) & Surveying
• Partner with the CX Director and analytics teams to evolve the enterprise NPS and satisfaction surveying program - expanding coverage, cadence, and segmentation
• Own day-to-day administration of VOC platforms; ensure data quality, timely distribution, and closed-loop follow-up processes
• Synthesize VOC data (NPS comments, theme analysis, CES) into clear narratives that connect customer feedback to functional ownership and action planning
• Develop and maintain customer journey maps that visualize current-state pain points across key touchpoints - from order placement to post-sale support
• Facilitate VOC workshops with regional teams to translate insights into localized action plans aligned with enterprise priorities
• Monitor competitive feedback signals and market benchmarks to contextualize internal data and sharpen prioritization

Internal CX Programming, Education & Culture
• Develop and execute the internal Customer Focus programming calendar - including education campaigns, toolkits, recognition programs, and cultural initiatives
• Own the 'It's Just One...' behavioral campaign and future internal CX communications - building common language and shared accountability across the enterprise
• Design and manage the customer visibility events program (onsite employee engagement events that deepen customer understanding) from concept through execution
• Curate and distribute customer win stories, journey maps, and VOC highlights through internal channels (Viva Engage, facility signage, leadership communications)
• Build and maintain a CX learning library - resources, frameworks, and enablement tools that help functional teams apply CX principles in their day-to-day decisions
• Partner with HR and Communications to integrate customer-focus into onboarding journeys and manager enablement programs

Data Analysis & Journey Intelligence
• Conduct ongoing analysis of VOC data, operational metrics, and customer behavior patterns to identify friction points and emerging themes
• Develop and maintain customer journey maps for priority segments - documenting moments of truth, pain points, and improvement opportunities with quantified impact
• Build and manage dashboards (CRM, BI tools) that give functional leads real-time visibility into CX performance against their owned metrics
• Support loyalty and tiered customer programming by analyzing customer segment behavior, retention patterns, and engagement data to inform program design
• Contribute to the digital strategy roadmap by providing CX data inputs that prioritize foundational experience improvements

Qualifications

Required Experience

• 5-8 years in customer experience, CX program management, or a related role with demonstrated cross-functional influence
• Proven track record managing complex, multi-stakeholder programs with competing priorities and without direct authority over contributors
• Hands-on experience with VOC/NPS platforms (Medallia, Qualtrics, Salesforce Service Cloud, or similar) and survey program management
• Demonstrated ability to synthesize quantitative data and qualitative feedback into compelling, actionable narratives
• Experience designing or facilitating customer journey mapping sessions
• Strong executive communication and presentation skills - ability to distill complexity into clear, decision-ready insights
• Experience developing and executing internal culture or education programs

Preferred Experience

• B2C or B2B2C background - particularly in industries with distributor/dealer networks or tiered customer models
• Experience with loyalty program design, tiered customer programming, or retention strategy
• Familiarity with data visualization tools (Power BI, Tableau, or similar)
• Background in or exposure to CRM platforms - Salesforce preferred
• Experience in a manufacturing, industrial, or filtration environment is a plus but not required
• Certification in Customer Experience (CCXP), Project Management (PMP), or Agile is advantageous
• Experience with digital experience design or working alongside UX/product teams on customer-facing platforms

Core Competencies

• Cross-functional influence without authority
• Data-to-story translation
• Journey mapping & customer empathy
• Program management discipline
• VOC design and administration

• Internal communications & culture building
• Stakeholder management & facilitation
• Loyalty and retention thinking
• Executive presence & presentation
• Bias toward action and accountability

Education

Bachelor's Degree - Marketing, Business or Communications preferred.

Base salary range: $118,138 to 131,263 /year

Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate's qualifications and experience, where appropriate.

Compensation and Benefits

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Medical/Dental/Life Insurance, Health Savings Account, other personal and professional benefits.