Global Customer Experience Transformation Manager

EKC Advanced Electronics USA•Wimington, DE

1d•Hybrid

About The Position

Qnity Electronics is seeking a CX Transformation Leader to own and drive a critical transformation program focused on modernizing its Customer Experience organization. This new role will be responsible for leading changes in processes, technologies, and operating models to create a future-ready, scalable, and digitally enabled Customer Experience function. The role is part of the CX Global Leadership Team and will focus on delivering measurable business outcomes through strategic execution and influence. The transformation will encompass the entire Order-to-Cash (OTC) lifecycle, aiming to improve customer experience, streamline operations, and enable company growth. The leader will establish governance, define the future operating model, ensure cross-functional alignment, lay the foundation for AI and automation, and drive sustainable change adoption. This is a full-time, hybrid role based in Wilmington, DE, with up to 25% global travel.

Requirements

Bachelor’s degree in business, supply chain, demand management, finance or related fields.
10+ years in transformation, operations, customer experience, commercial/business or enterprise program leadership.
Operational Order to Cash Prior Experience.
Strong understanding of the customer and how to drive customer centric processes and organizations.
Strong project management skills with strong financial acumen.
Proven ownership of large-scale, cross-functional transformation programs.
Experience operating in matrixed, global environments with senior-level stakeholders.
Strong command of process improvement, digital enablement (including AI), and change management.

Nice To Haves

Background in B2B manufacturing, specialty materials, semiconductors, or complex supply chains.
Direct exposure to Order-to-Cash transformation, service automation, or AI-enabled operations.
Experience translating business cases into delivered results.

Responsibilities

Own the integrated roadmap, milestones, dependencies, and benefit realization for the CX transformation program, ensuring productivity, capacity, and service gains translate into measurable business value.
Translate vision into actionable transformation programs and actions.
Incorporate external trends, benchmarking data, and customer technical direction into transformation programs in partnership with the CX GLT.
Partner with Global CS Experience Strategy Leader, Commercial, Supply Chain, and Finance to redesign end-to-end OTC processes for improved customer experience.
Establish and manage transformation governance, including decision-making, escalation, and reporting cadence.
Clarify roles, handoffs, and decision rights across regions and functions to create a scalable operating model.
Drive shared ownership and coordinate with peer Transformation Leaders to sequence initiatives without disrupting customers.
Partner with the Global CX Process and Technology Leader to ensure process simplification and governance precede automation and shape the narrative around AI.
Embed training, documentation, and change management into every phase of the transformation for sustainable adoption.
Lead Transformation projects.