Cummins

Director, Global Customer Insights & Experience

Cummins • $150K — $180K *
Nashville, TN 37211In-Person
Business Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years of experience in customer and employee experience or insights leadership roles.
  • Strong background in developing and implementing customer experience strategies that yield measurable outcomes.
  • Proven track record of leading Voice of the Customer (VoC) initiatives and feedback programs.
  • Experience in customer journey mapping and service design methodologies.
  • Exceptional analytical skills, with ability to derive actionable insights from data.
  • Strong communication and stakeholder management abilities, particularly at the executive level.
  • Experience managing vendors and complex cross-functional programs effectively.

Responsibilities

  • Develop and lead enterprise strategy for Voice of the Customer and Voice of Employee programs.
  • Execute customer experience strategies aligned with organizational goals and standards.
  • Lead customer journey mapping to enhance customer interactions and service delivery.
  • Design and oversee customer and employee insights programs for meaningful feedback.
  • Evaluate customer engagement initiatives to strengthen loyalty and trust.
  • Analyze and report on customer analytics to identify risks and opportunities.
  • Manage global language translation services for effective multilingual communication.

Benefits

  • Opportunities for professional development and career growth.
  • Supportive company culture that prioritizes employee insights and experiences.
  • Involvement in innovative customer experience initiatives.
  • Flexibility for remote work within designated areas.
  • Collaborative environment with cross-functional teams.
Full Job Description
Job Description

Director, Global Customer Insights & Experience

The Director, Global Customer Insights and Experience is responsible for leading the enterprise strategy, governance, and execution of customer and employee listening programs, Voice of the Customer (VoC), customer experience transformation, and global language translation services. This role serves as the organization's champion for customer and employee insights, leveraging data, feedback, and analytics to improve satisfaction, engagement, loyalty, retention, and overall experience outcomes.

The Director partners with executive leadership and cross-functional stakeholders to translate customer and employee feedback into actionable business strategies, improve customer journeys, strengthen brand experience, and drive customer-centric decision making across the organization. This leader oversees customer and employee insights programs, customer analytics, global translation services, vendor management, compliance, budgeting, and organizational change initiatives while fostering a culture focused on continuous improvement and exceptional experiences. The preferred location for this role is Nashville, TN. Qualified candidates who are currently working remote outside of the Nashville commuting area or alternate corporate sites will be considered.

In this role, you will make an impact in the following ways:

  • Voice of the Customer & Employee Strategy: Develop and lead the strategy for the Voice of Customer and Voice of Employee programs. Translate customer insights into actionable recommendations that improve customer outcomes and business performance.Serve as a trusted advocate for customer needs, expectations, and experiences across Cummins.


  • Customer Experience Strategy: Develop and execute enterprise-wide customer experience strategies aligned with organizational objectives.Define and maintain customer experience standards across all customer touchpoints. Identify opportunities to improve customer satisfaction, retention, loyalty, and advocacy. Partner with leadership to ensure customer experience remains a strategic business priority.


  • Customer Journey & Service Design: Lead customer journey mapping initiatives to understand customer interactions throughout the customer lifecycle.Identify friction points, service gaps, and opportunities for experience enhancement.Ensure service delivery consistently aligns with customer expectations and business objectives.


  • Customer and Employee Insights Programs Lead the strategy, planning, implementation, and administration of enterprise customer and employee insights programs. Establish best practices for employee listening and customer feedback programs that generate meaningful business insights. Oversee survey programs, feedback collection methodologies, analytics, and reporting processes. Ensure insights are effectively translated into recommendations that improve customer and employee experiences. Partner with business leaders, Human Resources, Communications, and operational teams to strengthen engagement and organizational effectiveness.


  • Brand Experience & Customer Engagement: Partner with leadership to ensure customer interactions reflect company values, service commitments, and brand standards. Evaluate customer communications, service processes, and engagement strategies for effectiveness and consistency.Recommend and implement initiatives that strengthen customer trust, loyalty, and advocacy.Drive programs that enhance brand perception and customer engagement across all interactions.


  • Customer Analytics & Reporting: Develop and maintain customer experience KPIs, dashboards, scorecards, and reporting frameworks.Analyze customer feedback, employee feedback, survey data, operational metrics, and behavioral trends.Utilize predictive analytics and customer insights to identify emerging risks, opportunities, and improvement areas.Present findings, trends, recommendations, and strategic insights to executive leadership.


  • Global Language Translation Services: Lead enterprise language translation services, ensuring consistent delivery of multilingual communications across the organization.Establish governance and standards for language translation, accessibility, and inclusive communications.Manage translation vendors and service providers to ensure quality, efficiency, and compliance.Partner with stakeholders to enhance multilingual communication capabilities and user experiences.Ensure language services support global business needs and regulatory requirements.


  • Vendor Management, Governance & Compliance: Manage external vendors, service providers, and strategic partners supporting insights and translation programs.Oversee contract administration, service-level agreements, budgeting, performance measurement, and issue resolution. Drive continuous improvements that increase efficiency, effectiveness, and business value.


  • Organizational Leadership & Change Management: Serve as the organization's subject matter expert on customer experience, employee insights, Voice of the Customer programs, and experience management best practices.Foster a culture that prioritizes customer-centric and employee-centric decision making.


  • People Leadership: Lead, coach, mentor, and develop a high-performing team focused on customer experience, employee insights, and operational excellence.Foster collaboration, accountability, innovation, and continuous learning.Support talent development and succession planning to strengthen organizational capability.


To be successful in this role you will need the following:

  • Customer Experience Strategy & Business Impact: Demonstrated success developing and implementing customer experience strategies that improved satisfaction, engagement, loyalty, retention, and business outcomes.


  • Voice of the Customer (VoC) Leadership: Proven experience leading Voice of the Customer (VoC) programs and customer feedback initiatives.


  • Listening Strategy & Insights Programs: Experience designing and implementing customer and employee listening strategies, survey programs, and insights initiatives.


  • Customer Journey & Experience Design: Strong expertise in customer journey mapping, service design, persona development, experience management, and customer insight methodologies.


  • Strategic Analytics & Problem Solving: Exceptional analytical, problem-solving, and strategic thinking skills with the ability to translate data into actionable business recommendations.


  • Executive Communication & Stakeholder Influence: Strong communication, presentation, stakeholder management, and executive influencing skills.


  • Change Leadership & Customer-Centric Transformation: Experience leading organizational change and driving adoption of customer-centric initiatives.


  • Program, Vendor & Service Provider Management: Demonstrated success managing complex cross-functional programs, vendors, and service providers.


  • Financial & Operational Governance: Experience overseeing budgets, contracts, performance metrics, and operational governance.


Responsibilities

Education/Experience:

  • Bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management, Healthcare Administration, Psychology, Organizational Development, or a related field is required.


  • Master's degree (MBA, MA, MS, or equivalent) preferred.


  • Progressive leadership experience in Customer Experience, Employee Experience, Consumer Experience, Patient Experience, Guest Experience, Member Experience, Brand Experience, Consumer Insights, Market Research, or related disciplines.


  • Experience within healthcare, retail, hospitality, consumer services, telecommunications, utilities, transportation, or other customer-centric industries.


  • Expertise with customer experience measurement platforms, survey technologies, CRM systems, employee listening tools, and customer analytics solutions.


  • Experience leveraging qualitative and quantitative research methodologies to drive customer and employee experience improvements.


  • Strong knowledge of customer experience methodologies, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), customer journey mapping, service design, and Voice of the Customer frameworks.


  • Familiarity with employee engagement and employee experience measurement practices.


  • Knowledge of accessibility requirements, data privacy regulations, and information governance principles.


  • Experience supporting global organizations with multilingual communications and language translation programs.


Qualifications

Compensation:

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.

About Cummins

Cummins Power Generation is a world leader in the design and manufacture of power generation equipment, including PowerCommand standby and prime power systems. They also provide single-source warranty, planned maintenance, and round-the-clock emergency service 24 hours a day, seven days a week including back-up power rental through their network of distributors. Part of the world-wide power systems business which has annual sales of more than $1.2 billion, Cummins Power Generation's strength comes from being a division of Cummins Inc. Cummins Power Generation has unique expertise in that all aspects of generator set design, manufacture and service have been brought together in one company. All the major components - the engine, alternator and control systems - are manufactured by divisions of Cummins. This integral approach means each element of a generating set is matched to work in harmony from the start. Providing what the customer wants is at the core of Cummins' manufacturing philosophy. For generating set customers this means a choice of mobile, stationary, open or sound attenuated versions is available for all models.

Cummins Careers

Join the dynamic world of Cummins, a global leader in power solutions, where innovation and leadership drive our mission to power a more prosperous world. At Cummins, we offer unparalleled job opportunities in engineering, technology, and business management, making it an ideal place for professionals seeking meaningful and impactful careers. Work You’ll Do At Cummins, you’ll be part of a team that values diversity and is committed to creating inclusive growth opportunities for all employees. Our culture thrives on intellectual curiosity, cognitive diversity, and bringing your whole self to work. We believe in your potential and encourage every team member to reach their personal and professional goals. Join our industry-leading team to help develop groundbreaking solutions and technologies that impact markets and communities across the globe. Your work at Cummins will not only contribute to global innovation but also ensure sustainable practices that benefit future generations. Professional Growth and Development Cummins is dedicated to the professional growth of its employees. We offer a variety of leadership and diversity training programs designed to enhance your skills and advance your career. From hands-on internships for emerging talents to leadership programs for seasoned professionals, Cummins provides resources and global opportunities to learn, thrive, and lead in your respective field. Innovative Work Environment Our commitment to innovation is at the core of what we do. At Cummins, you will collaborate with skilled colleagues who are eager to share knowledge and ideas. We foster an environment where creative thinking and proactive leadership are encouraged, driving us forward in the areas of clean energy and environmental sustainability. Benefits and Culture Cummins employees enjoy a range of benefits designed to support their physical, financial, and emotional well-being. Among these are comprehensive health care options, competitive retirement plans, and flexible work arrangements. Our supportive culture champions community involvement and a work-life balance that accommodates the diverse needs of our team members. Join Our Team Explore the numerous job opportunities at Cummins where your skills and interests can be matched with the right position, helping you to excel. We are continuously hiring and looking for ambitious, curious, and innovative individuals ready to make a significant impact. Stay Connected Keep up to date with the latest at Cummins by following our careers blog. Gain insights from insiders, learn about our employment practices, and discover how our team is leading the charge in global power solutions. Job Alert Emails Customize your experience by subscribing to Cummins job alerts. Receive updates on new postings, company news, and insider tips directly tailored to your career interests. See what exciting and rewarding opportunities await at Cummins. At Cummins, your career is just beginning. Join us, and power your potential on a global stage.
Learn more about Cummins
Size
59,900 employees
Market Cap
$34.3 billion
Industry
Manufacturing & Automotive
Net Income
$1.7 billion
Founded
1919
5 Year Trend
+6.5%
Revenue
$19.8 billion
NASDAQ
CMI
* Ladders Estimates

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