The Director of Customer Experience (CX) is responsible for defining and driving the end-to-end customer experience strategy across the enterprise, spanning all customer interactions - digital, operational, voice, and human. This role ensures that as the company evolves toward more AI-enabled and automated capabilities, customer experience is intentionally designed, consistent, and aligned to customer and business outcomes. The Director does not lead AI transformation directly, but plays a critical role in shaping how AI, automation, and digital capabilities are applied to improve customer journeys, reduce friction, and enable scalable, modern experiences, particularly for SMB and high-volume segments.

• Define and own the enterprise CX vision and operating model across all customer interactions

• Ensure customer experience is embedded into AI, automation, and digital initiatives

• Partner with Product, Engineering, and AI teams to align capabilities to real customer needs

• Ensure automation enhances, not degrades, customer experience

• Own end-to-end customer journeys (pre-sales through post-sales)

• Identify and eliminate friction across systems, channels, and teams

• Ensure consistency across digital, voice, and operational interactions

• Drive modern CX strategy for SMB and Micro SMB segments

• Increase adoption of self-service and AI-assisted interactions

• Balance automation with high-value human engagement

• Define and govern CX KPIs (CSAT, CES, NPS, NRR, churn, cost-to-serve)

• Track experience-oriented automation metrics (self-service adoption, containment, effort)

• Ensure AI initiatives are measured against customer outcomes

• Establish a unified view of customer feedback across all channels

• Translate insights into prioritized, measurable actions

• Identify systemic issues across regions and functions

• Lead CX governance across Product, Engineering, Operations, Support, Finance, Sales, and UX

• Drive accountability for customer outcomes

• Escalate systemic CX risks to executive leadership

• Partner with UX Design & Research to align journey-level needs with interaction design

• Ensure CX insights translate into enterprise-wide improvements

• Maintain consistency across customer interactions and product experience

Success in the role:

• Improvement in CSAT, CES, and journey KPIs

• Increased self-service adoption and effective automation

• Reduction in repeat contacts and escalations

• Measurable impact on NRR, churn, and cost-to-serve

• CX embedded as a core enterprise capability

• Bachelor’s degree in business, technology, or a related field (MBA preferred)

• 10 + years of progressive leadership in Customer Experience, Operations, Product, or Platform environments

• Experience in organizations undergoing AI-enabled or digital CX transformation

• Proven ability to embed CX into automation and technology initiatives

• Strong understanding of lifecycle, multi-channel CX, and KPI-driven models

• Ability to balance automation with customer trust and experience quality

• Enterprise mindset

• Data-driven and outcome-oriented

• Strong executive presence

• Ability to operate across ambiguity

• Focus on simplification, scalability, and customer impact

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The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate’s primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.

At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.

This is not a complete listing of the job duties.  It’s a representation of the things you will be doing, and you may not perform all these duties.