Director of Customer Enablement

Legrand•West Hartford, CT

About The Position

Legrand has an exciting opportunity for a Director of Customer Enablement to join the Legrand North America Team. In this role, you will lead the cross-divisional Customer Experience (CX) working group, hold accountability for digital and non-digital growth metrics, drive alignment within our centralized marketing organization. There is also opportunity to build a specialized team of Customer Enablement and Growth Specialists to establish systematic customer research loops and translate findings into clear, long-term enablement roadmaps in the future.

Requirements

8+ years of relevant experience in Customer Experience (CX), Customer Growth, Digital Strategy, or Market Research within a complex, multi-brand/matrixed organization.
Expert in qualitative and quantitative user research techniques, customer feedback collection, and market research methodologies that yield high-converting strategic insights.
Proven track record of leveraging data, analytics, and performance metrics to drive adoption of digital tool and platforms, customer retention, and revenue expansion.
Strong ability to synthesize complex data & insights into clear growth narratives that align diverse cross-divisional stakeholders behind a unified digital vision.

Nice To Haves

Quantitative increase in active digital ecosystem adoption, feature utilization, and customer retention metrics across all four divisions.
Establishment of a predictable, enterprise-wide customer research cadence that continuously feeds validated insights into the Center for Enablement (C4E) roadmap.
Successful recruitment and integration of the Customer Enablement / Growth Specialist team to support long-term initiatives.

Responsibilities

Design and execute comprehensive, ongoing user research programs—including direct customer outreach, qualitative interviews, customer panels, and quantitative survey data—to uncover core friction points and untapped growth opportunities.
Lead and scale the cross-divisional Customer Experience (CX) working group, leveraging their divisional access to gather frontline customer insights and align research findings across the enterprise.
Synthesize complex research into clear, executive-level insights that justify strategic goals and validate investments.
Build and maintain multi-year Customer Enablement Roadmaps designed specifically to drive both non-digital and digital adoption, increase feature utilization, and accelerate time-to-value for customers.
Work closely with central Digital Experience teams to ensure new capabilities directly address validated user research findings and strategic growth opportunities.
Partner with divisional teams to identify scalable enablement programs that can be developed centrally and rolled out globally to maximize commercial return.
Define, track, and report on key growth and enablement metrics, including digital adoption rates, customer retention, platform engagement, depth of product or platform usage, and expansion opportunities.
Lead a team of Customer Enablement and Customer Growth Specialists, instilling a data-driven mindset focused on measurable customer outcomes.
Establish rigorous testing, baseline metrics, and feedback loops to continuously evaluate and optimize the business impact of customer enablement programs.
Measurable improvement in customer-facing processes, sales and CSR readiness, customer education adoption, self-service effectiveness, and reduction of recurring customer friction points.