Global Customer Experience Transformation Manager

Qnity•Elsmere, DE

35d•Hybrid

About The Position

At Qnity, we’re more than a global leader in materials and solutions for advanced electronics and high-tech industries – we’re a tight-knit team that is motivated by new possibilities, and always up for a challenge. All our dedicated teams contribute to making cutting-edge technology possible. We value forward-thinking challengers, boundary-pushers, and diverse perspectives across all our departments, because we know we play a critical role in the world enabling faster progress for all. Learn how you can start or jumpstart your career with us. The Opportunity: Qnity Electronics is at a pivotal moment. As a specialty materials and semiconductor company operating at the intersection of advanced technology and mission-critical supply chains, we are building the infrastructure to compete and win at scale. Customer Experience is central to that mission. Our Customer Experience Organization consists of Customer Service, Contact Center, Pricing Administration and Order to Cash Enablement Teams. We are modernizing a future‑ready Customer Experience organization—one that can scale with growth, operate digitally, and deliver predictable, differentiated service across the Order‑to‑Cash (OTC) lifecycle. We are creating a new role to enable this journey. The CX Transformation Leader is the owner of the CX transformation program – responsible for driving real change in processes, technologies and operating models. This role is a member of the CX Global Leadership Team and will work hand in hand to ensure transformation while we continue to drive our strategy, serve our customers and enable the growth of our company. In addition, this role will lead key transformation projects. This is a role for a leader who thrives at the intersection of strategy, execution, and influence—and who can turn complex transformation roadmaps into measurable business outcomes. This role will report to the Global Customer Experience Managing Director. The role is a Full Time Hybrid role, located in Wilmington DE and may require global travel up to 25% of the time.

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

Vision translated into actionable transformation programs and actions.
The CX transformation program end-to-end —own the integrated roadmap, milestones, dependencies, and benefit realization, ensuring productivity, capacity, and service gains translate into measurable business value.
Creating a wholistic view of external trends, benchmarking data and customer technical direction into transformation programs partnering with CX GLT.
Order-to-Cash transformation outcomes — partner with Global CS Experience Strategy Leader, Commercial, Supply Chain and Finance to redesign end-to-end OTC processes that demonstrate improve customer experience.
Transformation governance — establish and run the decision-making, escalation, and reporting cadence that keeps the program accountable to the Transformation Office, GLT, and executive sponsors.
The future CX operating model — clarify roles, handoffs, and decision rights across regions and functions to eliminate duplication, close gaps, and create a scalable structure that supports growth.
Cross-functional alignment and execution — drive shared ownership across CX, Commercial, Supply Chain, IT, Finance, and Data, and coordinate with peer Transformation Leaders to sequence initiatives without disrupting customers.
The foundation for AI and automation at scale — partner with the Global CX Process and Technology Leader to ensure process simplification and governance precede automation and shape the narrative that positions AI as role-elevating, not role-reducing.
Sustainable change adoption — embed training, documentation, and change management into every phase of the transformation so improvements stick across regions, roles, and customer segments.
Lead Transformation projects.