This position is responsible for developing, communicating, and executing a unified customer service vision across all contact methods to ensure the highest service levels in every channel. The Director will provide leadership to create and execute a region-level customer experience strategy that aligns with organizational goals, focusing on improving the customer experience and reducing churn. This includes collaborating with regional company leadership, the Business Support Center, and branch associates to identify continuous improvement opportunities and technological enhancements along the customer journey, ultimately enhancing customer service and sales support strategies. Customer Experience (CX) Strategy and Optimization: Implement and drive best practices to optimize the entire customer journey, aiming for an effortless experience that results in increased loyalty, advocacy, and purchases. Process Improvement and Collaboration: Actively collaborate across all levels and business units to identify and execute continuous improvement opportunities, develop efficiencies, establish and monitor service quality metrics, and lead regional change management projects. Voice of the Customer (VOC) and Issue Resolution: Manage the regional VOC survey program to develop and implement action plans, and lead efforts with branch and BSC CX teams to minimize customer disputes and improve branch processes like customer onboarding and order fulfillment. Organizational Leadership and Talent Development: Provide leadership for the organization, driving associate engagement, managing performance, and partnering with Talent Management to address knowledge gaps through targeted training and CX-oriented recruiting/onboarding materials.