Customer Experience Lead

Red Rhino•Palm Beach, FL

2d•$54,000 - $88,000

About The Position

The Customer Experience Lead ensures RED RHINO customers feel guided, cared for, and consistently WOWed from first touch through long-term follow-up. This role supports the execution and continuous improvement of the end-to-end customer journey by translating strategy, data, and feedback into practical tools, clear standards, and repeatable service behaviors. Partnering closely with leadership, the this role drives service consistency, strengthens accountability, and helps create experience moments that build trust, loyalty, and long-term relationships.

Requirements

Champions the voice of the customer and frontline teams, identifying opportunities to enhance the end-to-end customer journey and service experience.
Uses data and customer insights to spot trends, interpret sentiment, and translate findings into clear, actionable improvements.
Thinks operationally, refining processes, tools, and workflows to drive practical, measurable impact.
Communicates clearly and builds strong cross-functional relationships, reinforcing RED RHINO’s culture and hierarchy of care.
Manages multiple initiatives with strong ownership, accountability, attention to detail, and consistent follow-through.

Responsibilities

Partners cross-functionally to implement and continuously refine RED RHINO’s end-to-end customer journey, equipping teams with clear playbooks, tools, and standards that drive consistent service delivery.
Leads the OW to WOW process, personally engaging in escalations when needed and collaborating with leaders to turn service breakdowns into trust-building, reputation-strengthening experiences.
Oversees review and feedback channels, ensuring timely, aligned responses and strong recovery follow-through across branches.
Conducts customer experience audits across calls, field interactions, and digital touchpoints to ensure alignment with company standards and identify improvement opportunities.
Monitors CX data and trends, translating customer feedback, operational metrics, and patterns into clear, prioritized recommendations for leadership and frontline teams.