Job SummaryThe Vice President, Customer Experience is a strategic leader accountable for the end-to-end customer (System Integrators, distributors and OEMs) experience across Distech Controls. The role owns the operational infrastructure that enables customers and partners to engage with Distech - customer service, technical support, education, documentation, field devices, and the customer-facing systems and tools that surround them. The Vice President ensures consistent, high-quality service delivery while transforming processes and tools to support the company's next phase of growth.
A key focus of this role is the transformation into a technology-enabled, AI-augmented, scalable function (including the adoption of digital channels such as eStore and the deployment of a new ERP-CRM systems). The role is also responsible for enabling the company's capital-to-SaaS business model transition from a customer-experience and systems perspective. Acting as a sponsor within cross-functional transformation initiatives, the Vice President will contribute to the design and implementation of Order-to-Cash processes to improve efficiency and scalability.
The Vice President is a collaborative and people-focused leader who develops high-performing teams, fosters alignment across functions, and drives continuous improvement across all customer experience touchpoints.
What will you do?- Strategic Leadership: Lead the Cx function as a strategic, technology-enabled capability. Evolve Cx toward e-commerce and agentic AI for superior customer experiences. Contribute to Cloud, AI, and data strategy from an operations perspective. Peer-level leadership with Product, R&D, and Engineered Solutions to influence product/platform decisions.
- Global Leadership & Talent: Direct senior teams (Support, Education, Field Devices). Foster a high-performance culture of accountability and collaboration. Coach/mentor leaders to enhance organizational depth and succession.
- Cx Operations & Infrastructure: Own Cx infrastructure (systems, tools, processes, data foundations). Improve e-commerce, support, and knowledge management systems. Build robust data pipelines for AI; govern the Cx tech roadmap in alignment with R&D and Acuity Tech.
- Global Support (AMER, EMEA, APAC): Lead global technical/customer support. Deploy agentic AI to automate Tier-1/2 requests; re-architect support models to focus human experts on novel, complex issues. Ensure global service consistency and reduce cost-to-serve.
- Education & Product Documentation: Lead global education and technical documentation. Scale training via digital platforms (AI tutoring, simulated commissioning, competency certification). Drive certification rates and knowledge depth while minimizing delivery costs. Maintain documentation as a living, structured, AI-consumable knowledge base.
- Third-Party Field Devices: Manage the third-party program, driving revenue and margin growth. Align portfolio with SI needs, regional standards, and Distech's platform vision. Maintain commercial/technical partner relationships.
- Cross-Functional Collaboration & Transformation: Act as executive liaison to Acuity's CIO, ensuring technology alignment (Cloud, Data, Security). Lead enterprise-wide initiatives to eliminate silos and optimize the customer journey. Define the operating model, governance, and guardrails for organization-wide agentic AI deployment.
SkillsWhich candidate profile are we looking for?Required Qualifications- Education: Bachelor's degree in Engineering or a related field.
- Experience: 15+ years in senior leadership within B2B Customer Experience, Operations, or Service organizations.
- Financial & Operational: Proven P&L ownership and experience leading large (50+), geographically distributed teams.
- Domain Expertise: Direct experience managing partner/system integrator organizations (BMS preferred) and sales leadership.
- Sector Knowledge: Expertise in BMS, Energy, Performance Contracting, or Renewables, including technical knowledge of field devices (specifying, buying, or representing).
- Transformation: Proven track record in large-scale digital transformations (ERP, CRM) and technology-enabled operational redesign.
- Technical Literacy: Strong understanding of cloud platforms, system integration, and AI-driven workflows.
Skills & Personal Attributes- Strategic Execution: Ability to translate complex vision into concrete, actionable results.
- Leadership: People-centric manager focused on talent development, coaching, and building organizational trust.
- Collaboration: High influence and communication skills; adept at aligning diverse cross-functional stakeholders.
- Analytical Rigor: Data-driven decision-making with a focus on continuous operational improvement.
- Agility: Comfortable navigating and leading in fast-paced, high-transformation environments.
Mandatory Requirements- Valid passport for frequent global travel.
- Ability to visit the Brossard, Canada HQ office frequently.
Why work for Distech Controls?- Leadership role with global impact on customer experience and business performance
- Dynamic workplace and fast-growing international company
- Modern work environment designed for our employees
- Continuous professional development program
- Competitive salary and extensive benefits
