Director, Customer Experience (CX) and Analytics

White Cap

85d

About The Position

A position at White Cap isn’t your ordinary job. You’ll work in an exciting and diverse environment, meet interesting people, and have a variety of career opportunities. The White Cap family is committed to Building Trust on Every Job. We do this by being deeply knowledgeable, fully capable, and always dependable, and our associates are the driving force behind this commitment. Responsible for leading the strategy, execution, and measurement of customer experience initiatives across White Cap. This role focuses on designing customer-centric strategies, implementing experience improvement programs, and leveraging data-driven insights to guide business decisions. It combines deep expertise in analytics with a strong commitment to customer advocacy. The position ensures the delivery of seamless, consistent, and differentiated experiences that drive customer loyalty, business growth, and profitability.

Requirements

• Typically requires BS/BA in a related discipline.
• Generally 9+ years of experience in a related field, including several years in a management/supervisory capacity.

Nice To Haves

• 10+ years of progressive leadership experience with a strong focus on building and leading CX and Analytic teams.

Responsibilities

• Defines and executes the enterprise Customer Experience (CX) vision in alignment with White Cap’s strategic objectives.
• Partners with functional and field leadership to embed customer-centricity into omnichannel strategies, processes, and decision-making.
• Leads cross-functional initiatives that advocate for the customer and enhance their end-to-end journey.
• Oversees advanced analytics, reporting, and customer insight generation.
• Develops and maintains dashboards, KPIs, and measurement frameworks to assess customer experience, satisfaction, and loyalty.
• Partners with Strategy, Data Science, and BI teams to translate insights into actionable business strategies.
• Identifies friction points and opportunities to optimize both digital and human interactions to improve customer journeys across channels.
• Leverages Voice-of-the-Customer (VoC), Voice-of-the-Field (VoF), surveys, and qualitative insights to prioritize experience improvements.
• Partners with Marketing, Operations, Product, Sales, IT, and other functions to drive integrated CX solutions.
• Champions customer-first decision-making across all levels of the organization.
• Facilitates workshops and governance forums to align leadership on CX priorities.
• Leads and develops high-performing teams while fostering a culture of innovation, accountability, and learning.
• Builds customer experience and analytics capabilities, promotes transparency and continuous improvement in talent practices, and drives inclusive cultural transformation to enhance engagement across all levels.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees