Director of Customer Experience

Role overview

The Director of Customer Experience is responsible for shaping and coordinating a consistent, customer-first experience across all brands and business units in North America. This leader sets the enterprise vision, operating principles, standards, and governance for customer interactions at every stage, making sure customer needs, brand commitments, and business goals are translated into a distinctive and high-quality experience.

Acting as the organization’s enterprise voice of the customer, this role partners closely with marketing, sales, digital, service, and other cross-functional teams to create smooth end-to-end journeys that improve loyalty, support growth, and strengthen brand reputation.

Customer experience strategy and orchestration

Build the enterprise-level vision, guiding principles, and standards for customer experience across all customer touchpoints. Coordinate alignment among marketing, sales, service, and digital functions so customers receive a consistent experience across brands and business segments.

Customer journey design and transformation

Own the mapping and redesign of key customer journeys from end to end. Improve how digital, human, and in-person interactions connect, and lead cross-functional efforts that remove friction and create stronger engagement throughout the customer lifecycle.

Voice of customer, insights, and analytics

Lead the Insights team in building voice-of-customer programs, research initiatives, and performance analytics, including continuous NPS tracking. Turn customer feedback and behavioral data into practical recommendations that shape strategy and improve results.

Loyalty strategy and customer programs

Define and direct the enterprise loyalty approach, including oversight of systems and programs such as LMS training, rebates and incentives, and co-op marketing. Ensure these initiatives increase participation, retention, and measurable commercial value.

Customer engagement channels and operations

Provide strategic direction for customer-facing channels including the customer service center, account management interfaces, customer events, and trade shows. Make sure these experiences follow CX standards and deliver a reliable, high-quality customer journey.

CX performance management and governance

Set and track KPIs that measure experience quality, customer satisfaction, and business impact. Create governance structures that support accountability, transparency, and continuous improvement across the enterprise.

Requirements

• Bachelor’s degree in Marketing, Business, Customer Experience, or a related discipline is required.
• At least 10 years of progressive experience in customer experience, marketing, digital, or commercial roles is required.
• 7 to 10+ years of leadership experience managing cross-functional programs and enterprise-level initiatives is required.
• Proven success in complex, matrixed, multi-brand organizations.
• Experience working in B2B and/or B2B2C environments, preferably in industrial, manufacturing, or construction-related industries.
• Demonstrated ability to lead enterprise transformation across multiple customer touchpoints and business functions.
• Experience connecting customer experience initiatives to commercial outcomes such as retention, loyalty, growth, or share of wallet.
• Strong expertise in customer journey mapping, CX strategy, and experience design principles.
• Solid understanding of CX technology ecosystems, including CRM, service platforms, and customer data and insight tools.
• Ability to turn strategy into scalable programs and governance models.
• Strong track record of influencing senior stakeholders and building alignment without direct authority.
• Experience creating and running voice-of-customer systems and feedback loops.
• Strong capability in KPI development and performance measurement with a focus on business impact.
• Excellent communication, storytelling, and executive presence.
• Ability to balance long-term vision with practical execution in a complex environment.

Employer overview

CertainTeed, headquartered in Malvern, Pennsylvania, has spent more than 110 years developing innovative and sustainable building products. Established in 1904 as General Roofing Manufacturing Company, the name CertainTeed reflects its original promise: “Quality Made Certain, Satisfaction Guaranteed.” Today, it is a leading North American brand in exterior and interior building products, including roofing, siding, trim, insulation, drywall, and ceilings.

As a subsidiary of Saint-Gobain, one of the world’s largest and oldest building products companies, CertainTeed employs more than 6,300 people and operates over 60 manufacturing facilities across the United States and Canada.

Total rewards

The company offers a flexible rewards package designed to support employee wellbeing and family life, with options that can be tailored to individual needs.

Health and wellbeing benefits: medical, prescription drug, vision, and dental insurance; healthcare savings account and flexible spending account options; LiveWell Wellness Program; Employee Assistance Program (EAP).

Time off and family support: paid time off and paid parental leave.

Retirement and protection benefits: 401(k) with company match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan, company-provided life insurance, AD&D, and short-term disability; voluntary employee and dependent life insurance, long-term disability, critical illness, and accident insurance.

Additional benefits: group legal, identity theft protection, auto and home insurance, pet insurance and discounts, back-up child and elder care, and the PerkSpot employee discount program.