Customer Experience Director

ASSA ABLOY Opening Solutions

. Play a critical leadership role in defining and building the Ceco brand in the market .

Posted 5/12/2026full-timeMilan • Tennessee • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Play a critical leadership role in defining and building the Ceco brand in the market
Align customer-facing functions to deliver a seamless, “one-stop shop” experience
Own customer experience strategy, performance metrics, and insights
Lead and align all customer-facing functions, including Customer Service, OAE, Pricing, and Claims
Own and continuously improve Net Promoter Score (NPS) and other customer experience metrics
Establish customer experience as a brand-defining element of doing business with Ceco
Gather, analyze, and synthesize customer insights to inform branding, positioning, and overall business strategy
Translate customer intelligence into clear, actionable recommendations
Partner closely with Operations, Sales, and other functional leaders
Act as a visible change agent, driving alignment, accountability, and continuous improvement across teams
Foster a customer-first culture grounded in empathy, consistency, and operational excellence
Lead, develop, and inspire teams while influencing outcomes across a broader matrixed organization
Ensure compliance with all federal, state, and local regulations, company policies, and the ASSA ABLOY Code of Conduct
Travel as needed to support customer engagement and business priorities

Requirements

What you’ll need

Bachelor’s degree in Business, Marketing, Communications, or a related field (MBA or advanced degree preferred)
7+ years of experience in Customer Experience, Customer Success, Operations, or a related leadership role
Demonstrated success leading customer-facing teams and cross-functional initiatives
Strong industry knowledge
Proven ability to gather, analyze, and filter customer data to inform strategy and decision-making
Strong business acumen and operational understanding
Exceptional relationship-building and communication skills
Experience owning and improving NPS or similar customer loyalty metrics
Marketing or brand development experience would be a plus
Background in manufacturing, commercial construction, or B2B environments would be a plus
Experience working in fast-paced, complex organizations with high visibility would be a plus

Benefits

Comp & perks

Competitive Salary
Paid Vacation, Sick Time, and paid Company Holidays
Medical, Dental, Vision, Short and Long-term Disability, Life and AD&D Insurance
401(k) Program with company contributions
Tuition Reimbursement, Learning and Career Development opportunities
Flexible Spending
Employee Assistance Program
Discount portal
Recognition, well-being, and employee experience programs designed to support and celebrate you throughout your career

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer experience strategyperformance metricsNet Promoter Score (NPS)customer insights analysisbrandingpositioningdata analysisbusiness strategyoperational excellencecustomer loyalty metrics

Soft Skills

leadershiprelationship-buildingcommunicationchange managementempathyteam developmentinfluencing outcomesaccountabilitycontinuous improvementcustomer-first culture

Certifications

Bachelor’s degreeMBA or advanced degree