Customer Experience Program Lead

Circle K•Tempe, AZ

About The Position

At Circle K / Couche-Tard, our mission is simple: make our customers’ lives a little easier every day. As we continue to evolve our customer experience and expand our global footprint, we are focused on eliminating customer pain points at the source and delivering seamless, consistent experiences across all customer touchpoints. If you are passionate about improving customer experience, solving complex problems, and partnering across teams to drive meaningful, measurable change, we’d love for you to grow your career with us. The Customer Experience Program Lead plays a critical role in improving and optimizing Circle K’s customer-facing programs by identifying, prioritizing, and eliminating recurring customer pain points. This role partners closely with stakeholders across Global Customer Care, Operations, Digital, Loyalty, Marketing, and Technology to drive scalable solutions that improve customer satisfaction and brand loyalty. This is an individual contributor role focused on execution, influence, and outcomes. Using voice-of-the-customer (VOC) insights, analytics, and frontline feedback, this role helps shift Customer Care from reactive issue resolution to proactive issue prevention—ensuring problems are addressed at their root cause.

Requirements

Bachelor’s degree in Business, Communications, Marketing, Operations, or a related field preferred.
4–6+ years of experience in customer experience, program management, operations, product, or a related field.
Experience working with VOC data, complaints, CX metrics, or customer feedback programs.
Proven experience collaborating across cross-functional teams to drive change.
Experience in retail, consumer services, or multi-location environments preferred.
Strong customer-first mindset with a passion for improving experiences.
Proven ability to identify root causes and develop scalable solutions.
Strong analytical and problem-solving capabilities.
Excellent communication and presentation skills, including executive-level updates.
Ability to influence without direct authority.
Highly organized with strong ownership and follow-through.
Comfort operating in a fast-paced, evolving environment.

Responsibilities

Serve as the customer experience owner for assigned customer-facing programs, including but not limited to: EasyPay Gaming Circle K Mobile App Marketing & Promotions Inner Circle Loyalty Program Carwash Food Programs Social Media and Digital Care Channels
Use VOC feedback, complaints, and operational insights to identify recurring issues and customer pain points.
On a quarterly basis, define priority improvement areas and establish measurable targets (e.g., reduction in complaint volume or repeat contacts tied to specific drivers).
Drive sustainable, scalable solutions that eliminate customer issues at the source rather than temporary or “band-aid” fixes.
Align improvement efforts to Global Customer Care’s mission framework: Eliminate customer pain points, Deflect issues to lower-cost/self-service solutions, Automate repetitive interactions, Enrich the overall customer experience.
Identify opportunities to proactively prevent issues before they reach Customer Care.
Partner closely with Operations, Digital, Loyalty, Marketing, Technology, and other internal teams to execute improvement initiatives.
Translate customer complaints, trends, and frontline insights into clear, actionable business requirements.
Influence prioritization and alignment through data-driven storytelling and customer impact insights.
Participate in cross-functional planning as a customer experience subject matter expert.
Define success metrics and key results aligned to customer experience outcomes.
Track progress against quarterly goals and broader customer experience KPIs.
Present monthly updates to Global Customer Care leadership, including: Progress against improvement targets, Key trends and insights, Risks, dependencies, and blockers requiring leadership input.
Partner with analytics teams to refine reporting and dashboards to ensure insights are actionable and decision-focused.