Director of Customer Experience

Carrier

Director of Customer Experience at Carrier leading strategies for customer engagement and satisfaction. Overseeing customer interactions with focus on innovation and digital transformation.

Posted 5/1/2026full-timeBeverly • Massachusetts • 🇺🇸 United StatesLead💰 $143,000 - $286,000 per yearWebsite

Tech Stack

Tools & technologies

IoT

About the role

Key responsibilities & impact

Define and execute a global CX roadmap aligned with business objectives and growth priorities.
Define and lead the customer experience strategy across the full customer lifecycle.
Establish a vision for a digitally enabled, scalable, and customer-centric operating model.
Lead transformation initiatives focused on digital enablement, AI and automation, and process optimization.
Map, document, and analyze existing customer experience processes.
Identify inefficiencies and design future-state workflows.
Build metrics and dashboards to monitor performance with key metrics such as NPS, CES, CSAT, and digital adoption.
Develop strategies to enhance customer engagement and foster long-term loyalty.
Implement journey mapping and experience design to optimize end-to-end customer interactions.
Partner with Product, Information Technology, Supply Chain, and Commercial teams to ensure consistent global service delivery and rapid issue resolution.
Serve as a trusted advisor to executive leadership, presenting insights on customer trends and strategic opportunities.
Establish and monitor CX dashboards with key metrics such as NPS, CES, CSAT, and digital adoption.
Drive continuous improvement programs leveraging data analytics and best-in-class methodologies.
Build and develop a high-performing, geographically diverse team.
Foster a culture of innovation, accountability, and inclusivity.
Drive cultural alignment toward continuous improvement.

Requirements

What you’ll need

Bachelor’s degree and 10+ years in customer experience, service operations, or transformation leadership roles.
MBA preferred in Operations or related field and 7+ years in customer experience, service operations, or transformation leadership roles.
Global mindset with experience navigating diverse markets and cultural nuances.
Proven success managing global teams and delivering measurable CX improvements.
Background in manufacturing, IoT, or hardware/software ecosystems.
Customer-centric innovator passionate about anticipating and exceeding market needs.
Influential leader thriving in matrixed environments.
Continuous learner, staying ahead of industry trends and emerging technologies.
High emotional intelligence and collaborative approach.

Benefits

Comp & perks

Health Care Benefits : Medical, Dental, Vision; Wellness incentives
Retirement Benefits
Time off and Leave : Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
Disability : Short-term and long-term disability
Life Insurance and Accidental Death and Dismemberment
Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
Tuition Assistance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer experience strategydigital enablementAI and automationprocess optimizationjourney mappingexperience designdata analyticsmetrics and dashboardsNPSCSAT

Soft Skills

leadershipcollaborationinnovationaccountabilityinclusivityemotional intelligencecustomer-centricityinfluential leadershipcontinuous learningcultural alignment

Certifications

Bachelor's degreeMBA