M&A Integration Lead, Customer Experience

Arcwood Environmental, LLC•Indianapolis, IN

About The Position

The M&A Integration Lead serves as the primary Customer Experience (CX) representative for acquisitions, leading CX integration activities from initial discovery through post-close stabilization and hypercare. The role partners with acquired businesses and internal cross-functional teams to understand current-state customer processes, identify integration requirements, prepare customer and operational data, coordinate process and system transitions, and support teams through implementation. This hands-on position helps protect the customer experience and business continuity throughout integration while establishing repeatable CX integration practices that support the organization’s acquisition strategy. The role maintains the ability to travel regularly to acquired locations during discovery, implementation, and hypercare periods.

Requirements

Bachelor’s degree in business, environmental science, information systems, chemistry, or a related field.
At least 5 years of experience in customer experience, business operations, data management, project coordination, or a related area.
Experience supporting business integrations, system implementations, process changes, or other cross-functional initiatives.
Experience working with customer, operational, or transactional data, including data validation and issue resolution.
Experience in environmental services, waste management, industrial services, or other complex service-based environments.

Responsibilities

Serve as the primary Customer Experience representative for acquisition integration activities.
Lead discovery of acquired-company customer workflows, processes, systems, data, roles, and operating practices.
Identify gaps between current-state practices and future-state Customer Experience processes and requirements.
Translate discovery findings into integration activities, dependencies, risks, decisions, and readiness requirements.
Partner with the broader M&A integration team and functional stakeholders to establish CX priorities, sequencing, and milestones for each acquisition.
Coordinate the transition of acquired businesses to establish Customer Experience processes, workflows, standards, and tools.
Lead CX data-readiness activities, including identification, collection, validation, cleanup, mapping, and preparation of customer-related data required for integration.
Partner with IT, Operations, Commercial, and other functional teams to coordinate CX system and process dependencies.
Support testing and validation of customer processes, data, and workflows prior to implementation or cutover.
Identify data, process, and system issues that could affect customer service or operational continuity and drive them to resolution.
Coordinate Customer Experience readiness and go-live, including completion of critical process, data, training, and operational requirements.
Provide hands-on hypercare support following integration, working with acquired teams and internal stakeholders to identify, prioritize, and resolve issues.
Monitor recurring customer, process, and data issues following implementation and coordinate corrective actions with appropriate owners.
Support the transition from hypercare to steady-state operations by documenting remaining issues, confirming ownership, and ensuring effective handoffs to ongoing CX teams.
Capture lessons learned and recommend improvements to make future Customer Experience integrations more efficient, consistent, and scalable.
Travel regularly to acquired locations during discovery, implementation, and hypercare periods.