Senior Director, Customer Experience

Position Summary

The Senior Director, Customer Experience is responsible for defining, advancing, and governing the customer experience strategy across 407 ETR’s customer journey. Reporting to the Vice President, Customer Operations, this role leads the development of customer experience priorities, journey management practices, insights, digital enablement opportunities, and cross-functional improvement initiatives that reduce customer effort and strengthen satisfaction, trust, and loyalty. The role partners closely with Customer Operations Delivery, Technology, Marketing, Product, Finance, Legal, Compliance, and other enterprise stakeholders to translate customer insights into actionable initiatives, support digital and AI-enabled transformation, and ensure customer experience considerations are embedded into business decisions.

Responsibilities

Customer Experience Strategy & Governance

• Define and lead the multi-year Customer Experience strategy in alignment with corporate priorities, customer needs, and enterprise transformation goals.

• Establish customer experience governance, journey management practices, and prioritization frameworks to ensure customer pain points, insights, and improvement opportunities are translated into actionable initiatives.

• Act as a trusted advisor to the VP, Customer Operations and senior leaders on customer experience performance, risks, opportunities, and strategic priorities.

• Represent Customer Experience in enterprise forums, senior committees, and cross-functional decision-making discussions where customer impact is a key consideration.

Customer Insights, Journey Management & Performance

• Own the customer experience measurement framework, including CSAT, First Contact Resolution, effort scores, complaint trends, journey insights, and other customer performance indicators.

• Use customer feedback, operational data, analytics, and research to identify customer pain points, emerging trends, and opportunities to improve customer outcomes.

• Lead journey mapping, customer listening, and insight-to-action practices to support service design and continuous improvement.

• Partner with Customer Operations Delivery to ensure customer insights inform operational priorities, quality standards, service design, and coaching opportunities.

Digital Experience & Transformation

• Champion the adoption of digital, AI, automation, self-serve, and advanced analytics capabilities that improve customer experience and reduce friction.

• Partner with Technology and business stakeholders to identify, prioritize, and deliver digital opportunities that improve service accessibility, consistency, and ease of use.

• Ensure customer experience requirements are clearly defined and incorporated into technology, process, and service design initiatives.

• Support change management and adoption strategies for customer-facing digital and process changes.

Cross-Functional Leadership & Continuous Improvement

• Influence cross-functional partners and senior stakeholders to align priorities, remove barriers, and support delivery of enterprise-wide customer improvements.

• Provide customer experience input into enterprise projects, policy changes, communications, and process improvements to ensure customer impacts are understood and addressed.

• Develop business cases, recommendations, and executive updates that connect customer experience opportunities to operational, financial, reputational, and strategic outcomes.

• Monitor initiative outcomes and ensure customer experience improvements are measured, sustained, and communicated.

People & Talent Leadership

• Build, develop, and retain a high-performing Customer Experience team with strong capabilities in insights, journey management, digital experience, service design, and stakeholder influence.

• Lead, motivate, coach, and develop team members while supporting succession planning, IDPs, and talent outcomes.

• Foster a culture of accountability, innovation, inclusion, psychological safety, continuous learning, and customer advocacy.

Executive Reporting & Communication

• Prepare and deliver executive-level reporting on customer experience performance, customer insights, improvement priorities, and initiative outcomes.

• Deputize for the VP, Customer Operations on customer experience matters as required.

• Communicate complex customer experience insights and recommendations in a clear, concise, and actionable manner for senior leadership audiences.

Qualifications

• Bachelor’s degree in a related field required; MBA or advanced degree strongly preferred.

• 10+ years of progressive leadership experience, including a minimum of 5 years at the Director level or above, ideally in customer experience, customer strategy, digital transformation, service design, customer operations, or a related environment.

• Demonstrated track record of leading customer experience strategy, journey management, customer insights, digital transformation, and AI/automation adoption at scale.

• Strong analytical capability with experience translating customer data, operational trends, and research into actionable business recommendations.

• Proven ability to influence senior stakeholders, lead cross-functional initiatives, and align diverse teams around customer-focused outcomes.

• Strong financial and business acumen, with the ability to connect customer experience initiatives to operational, financial, reputational, and strategic value.

• Excellent leadership, coaching, executive communication, presentation, facilitation, and change management skills.

We are actively seeking to fill this role as it is a current vacancy.