Job Description

At a Glance

Legrand has an exciting opportunity for a Director of Customer Enablement to join the Legrand North America Team. In this role, you will lead the cross-divisional Customer Experience (CX) working group, hold accountability for digital and non-digital growth metrics, drive alignment within our centralized marketing organization. There is also opportunity to build a specialized team of Customer Enablement and Growth Specialists to establish systematic customer research loops and translate findings into clear, long-term enablement roadmaps in the future.

Responsibilities

What Will You Do?

User Research & Customer Insight Generation

• Research Program Execution: Design and execute comprehensive, ongoing user research programs-including direct customer outreach, qualitative interviews, customer panels, and quantitative survey data-to uncover core friction points and untapped growth opportunities.
• Cross-Divisional CX Leadership: Lead and scale the cross-divisional Customer Experience (CX) working group, leveraging their divisional access to gather frontline customer insights and align research findings across the enterprise.
• Strategic Insight Synthesis: Synthesize complex research into clear, executive-level insights that justify strategic goals and validate investments.

Growth Strategy & Enablement Road Mapping

• Multi-Year Roadmaps: Build and maintain multi-year Customer Enablement Roadmaps designed specifically to drive both non-digital and digital adoption, increase feature utilization, and accelerate time-to-value for customers.
• Digital Experience Partnership: Work closely with central Digital Experience teams to ensure new capabilities directly address validated user research findings and strategic growth opportunities.
• Global Scaling: Partner with divisional teams to identify scalable enablement programs that can be developed centrally and rolled out globally to maximize commercial return.

Performance Metrics, Analytics & Team Leadership

• Growth Metrics & Reporting: Define, track, and report on key growth and enablement metrics, including digital adoption rates, customer retention, platform engagement, depth of product or platform usage, and expansion opportunities.
• Team Building & Coaching: Lead a team of Customer Enablement and Customer Growth Specialists, instilling a data-driven mindset focused on measurable customer outcomes.
• Optimization & Feedback Loops: Establish rigorous testing, baseline metrics, and feedback loops to continuously evaluate and optimize the business impact of customer enablement programs.
• Enablement Impact: Measurable improvement in customer-facing processes, sales and CSR readiness, customer education adoption, self-service effectiveness, and reduction of recurring customer friction points.

Qualifications

Required Skills & Experience
• 8+ years of relevant experience in Customer Experience (CX), Customer Growth, Digital Strategy, or Market Research within a complex, multi-brand/matrixed organization.
• Expert in qualitative and quantitative user research techniques, customer feedback collection, and market research methodologies that yield high-converting strategic insights.

• Proven track record of leveraging data, analytics, and performance metrics to drive adoption of digital tool and platforms, customer retention, and revenue expansion.

• Strong ability to synthesize complex data & insights into clear growth narratives that align diverse cross-divisional stakeholders behind a unified digital vision.

Key Success Metrics

• Quantitative increase in active digital ecosystem adoption, feature utilization, and customer retention metrics across all four divisions.

• Establishment of a predictable, enterprise-wide customer research cadence that continuously feeds validated insights into the Center for Enablement (C4E) roadmap.

• Successful recruitment and integration of the Customer Enablement / Growth Specialist team to support long-term initiatives.