Customer Experience & Analytics Director

Glanbia • Chicago, IL

1d • $140,000 - $175,000 • Hybrid

About The Position

The Customer Experience (CX) Director is a senior-level strategic leader responsible for transforming our Health & Nutrition and Dairy Nutrition businesses into a truly customer‑centric enterprise. This role leads the development and execution of a comprehensive CX strategy that strengthens customer trust, enhances operational efficiency, and drives sustainable business growth. The CX Director partners closely with cross-functional leaders to embed customer-centric principles into decision‑making, elevate critical touchpoints, and champion the voice of the customer across the organization.
This high-impact position influences senior leadership, shapes long-term commercial and operational strategy, and ensures CX initiatives translate into measurable improvements in loyalty, retention, revenue growth, and Perfect Order performance.

Requirements

• Strategic Leadership: Ability to define and implement a CX vision and roadmap aligned with organizational growth, revenue targets, and advocacy goals.
• Cross-Functional Influence: Skilled at shaping decision-making, aligning senior leaders, and driving accountability for customer-centric outcomes across Sales, Operations, Supply Chain, Marketing, and HR.
• Insight-to-Action Expertise: Strong analytical capability to integrate VoC/VoE insights, customer journeys, personas, and KPIs into actionable business direction.
• Experience Design: Proven ability to enhance customer touchpoints—onboarding, order management, delivery, support—and to drive initiatives such as Perfect Order and omnichannel listening.
• Change Enablement: Adept at leading enterprise-wide change, promoting customer-centric culture, and embedding CX behaviors into performance systems.
• Communication Excellence: Ability to craft compelling, purpose-driven narratives that inspire stakeholders and bring clarity to complex insights and recommendations.
• Strategic CX Advisor: Demonstrated experience developing and leading customer experience, commercial strategy, or transformation initiatives.
• CX Framework Expertise: Deep knowledge of CX tools including VoC/VoE, journey mapping, experience governance, and performance benchmarking.
• Analytical & Data-Driven: Strong proficiency in CX analytics, dashboards, and data visualization tools.
• Influence Without Authority: Exceptional collaboration and influencing skills to engage senior leaders and matrixed teams.
• Tech-Savvy: Familiarity with experience management and CRM platforms (e.g., Qualtrics, CRM systems).
• Bachelor’s degree in Business, Marketing, or related field
• 10+ years of experience in CX or commercial strategy roles.
• Comfortable operating both strategically and in detailed execution.
• Able to build structure and clarity in ambiguous environments.
• Skilled in navigating high complexity and competing priorities.
• Proven success leading cross-functional teams.
• Skilled at inspiring diverse groups through narrative, insight, and clear communication.
• Strong verbal, visual, and written communication abilities.
• Deep understanding of customer expectations, motivations, and challenges.
• Advocates for customer needs across teams and throughout the organization

Nice To Haves

• MBA preferred.
• B2B and complex supply chain experience strongly preferred

Responsibilities

• Counsel Business Teams
• Compel Teams to Act on Recommendations
• Drive Customer Health & Performance Insights

Benefits

• Continuous learning and development through world-class learning platforms.
• Competitive compensation including bonus, 401K, health & dental, family leave, staff discounts, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level