Director of Customer Experience

Carrier•Beverly, MA

1d•Onsite

About The Position

Carrier Global Corporation, a global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety, and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality, and transportation, we improve lives, empower critical industries, and ensure the safe transport of food, lifesaving medicines, and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do.

Requirements

Bachelor’s degree and 10+ years in customer experience, service operations, or transformation leadership roles.

Nice To Haves

MBA preferred in Operations, or related field and 7+ years in customer experience, service operations, or transformation leadership roles.
Global mindset with experience navigating diverse markets and cultural nuances.
Proven success managing global teams and delivering measurable CX improvements.
Background in manufacturing, IoT, or hardware/software ecosystems.
Customer-centric innovator passionate about anticipating and exceeding market needs.
Influential leader thriving in matrixed environments.
Continuous learner, staying ahead of industry trends and emerging technologies.
High emotional intelligence and collaborative approach.
Expertise in CX strategy, journey mapping, and digital enablement.
Strong analytical and problem-solving capabilities.
Exceptional communication and stakeholder management across cultures.
Ability to lead through change and influence at all organizational levels.

Responsibilities

Define and execute a global CX roadmap aligned with business objectives and growth priorities.
Define and lead the customer experience strategy across the full customer lifecycle.
Establish a vision for a digitally enabled, scalable, and customer-centric operating model.
Lead transformation initiatives focused on digital enablement, AI and automation, and process optimization.
Map, document, and analyze existing customer experience processes.
Identify inefficiencies and design future-state workflows.
Build metrics and dashboards to monitor performance with key metrics such as NPS, CES, CSAT, and digital adoption.
Lead workshops, readiness planning, and workflow alignment sessions.
Develop strategies to enhance customer engagement and foster long-term loyalty.
Implement journey mapping and experience design to optimize end-to-end customer interactions.
Partner with Product, Information Technology, Supply Chain, and Commercial teams to ensure consistent global service delivery and rapid issue resolution.
Serve as a trusted advisor to executive leadership, presenting insights on customer trends and strategic opportunities.
Establish and monitor CX dashboards with key metrics such as NPS, CES, CSAT, and digital adoption.
Drive continuous improvement programs leveraging data analytics and best-in-class methodologies.
Build and develop a high-performing, geographically diverse team.
Foster a culture of innovation, accountability, and inclusivity.
Drive cultural alignment toward continuous improvement.
Develop change management plans to support process and system transitions.