Customer Experience Leader

Atmus•Nashville, TN

6d•Hybrid

About The Position

At Atmus, employees are viewed as people first, then colleagues. We give you the freedom and flexibility to do what you’re good at and make an impact. Work alongside today’s most innovative thinkers and help shape the future with Atmus. We are looking for a talented Customer Experience Leader. Location: Nashville TN or Indianapolis, Indiana – Onsite with Flexibility (3 days in office, 2 remote) Travel : Up to 25% The Customer Experience Leader is a cross-functional role within the Customer Experience organization at Atmus Filtration Solutions. This individual serves as the operational engine behind our internal / external customer focus, owning the program management infrastructure, driving accountability across functional leads, whilst building the internal culture necessary to deliver extraordinary customer outcomes.

Requirements

5–8 years in customer experience, CX program management, or a related role with demonstrated cross-functional influence
Proven track record managing complex, multi-stakeholder programs with competing priorities and without direct authority over contributors
Hands-on experience with VOC/NPS platforms (Medallia, Qualtrics, Salesforce Service Cloud, or similar) and survey program management
Demonstrated ability to synthesize quantitative data and qualitative feedback into compelling, actionable narratives
Experience designing or facilitating customer journey mapping sessions
Strong executive communication and presentation skills — ability to distill complexity into clear, decision-ready insights
Experience developing and executing internal culture or education programs

Nice To Haves

B2C or B2B2C background — particularly in industries with distributor/dealer networks or tiered customer models
Experience with loyalty program design, tiered customer programming, or retention strategy
Familiarity with data visualization tools (Power BI, Tableau, or similar)
Background in or exposure to CRM platforms — Salesforce preferred
Experience in a manufacturing, industrial, or filtration environment is a plus but not required
Certification in Customer Experience (CCXP), Project Management (PMP), or Agile is advantageous
Experience with digital experience design or working alongside UX/product teams on customer-facing platforms

Responsibilities

Own Customer Focus 2.0 master program plan — tracking milestones, dependencies, and deliverables across all phases (Foundation through Sustain)
Serve as the primary point of accountability for functional leads (Supply Chain, Commercial, Digital/IT, Operations, etc.) to ensure CX commitments are met on schedule
Design and facilitate regular cross-functional CX review cadences; prepare executive-ready readouts with clear status, risk flags, and action recommendations
Maintain and evolve the CX governance model including RACI frameworks, decision rights, and escalation paths
Identify blockers, surface competing priorities, and drive resolution without formal authority — influencing through data and relationships
Track and report on CX KPIs including NPS, Customer Effort Score (CES), Ease of Business scores, and operational metrics tied to top VOC themes
Partner with the CX Director and analytics teams to evolve the enterprise NPS and satisfaction surveying program — expanding coverage, cadence, and segmentation
Own day-to-day administration of VOC platforms; ensure data quality, timely distribution, and closed-loop follow-up processes
Synthesize VOC data (NPS comments, theme analysis, CES) into clear narratives that connect customer feedback to functional ownership and action planning
Develop and maintain customer journey maps that visualize current-state pain points across key touchpoints — from order placement to post-sale support
Facilitate VOC workshops with regional teams to translate insights into localized action plans aligned with enterprise priorities
Monitor competitive feedback signals and market benchmarks to contextualize internal data and sharpen prioritization
Develop and execute the internal Customer Focus programming calendar — including education campaigns, toolkits, recognition programs, and cultural initiatives
Own the 'It's Just One…' behavioral campaign and future internal CX communications — building common language and shared accountability across the enterprise
Design and manage the customer visibility events program (onsite employee engagement events that deepen customer understanding) from concept through execution
Curate and distribute customer win stories, journey maps, and VOC highlights through internal channels (Viva Engage, facility signage, leadership communications)
Build and maintain a CX learning library — resources, frameworks, and enablement tools that help functional teams apply CX principles in their day-to-day decisions
Partner with HR and Communications to integrate customer-focus into onboarding journeys and manager enablement programs
Conduct ongoing analysis of VOC data, operational metrics, and customer behavior patterns to identify friction points and emerging themes
Develop and maintain customer journey maps for priority segments — documenting moments of truth, pain points, and improvement opportunities with quantified impact
Build and manage dashboards (CRM, BI tools) that give functional leads real-time visibility into CX performance against their owned metrics
Support loyalty and tiered customer programming by analyzing customer segment behavior, retention patterns, and engagement data to inform program design
Contribute to the digital strategy roadmap by providing CX data inputs that prioritize foundational experience improvements