Senior Director, Global Customer Experience (Brecksville, OH, US, 44141-3247)

Lubrizol Corp•Brecksville, OH

47d•Hybrid

About The Position

Unleash Your Potential. At Lubrizol, we're transforming the customer experience landscape and looking for exceptional talent to join us on this journey. If you are ready to join an international company with talent around the world and want to make a real impact, we want you on our team. As the Senior Director, Global Customer Experience, you'll be at the forefront of our innovation, driving a multi-year transformation of our global customer service organization. You'll collaborate with a diverse group of passionate individuals to deliver sustainable solutions that elevate customer satisfaction, loyalty, and lifetime value. Your work will directly impact on how Lubrizol delivers seamless, customer-first experiences across the enterprise.

Requirements

Bachelor's degree required; advanced degree in supply chain or business management preferred.
10+ years of leadership experience in customer experience, service operations, or transformation roles within a global organization.
Proven success in leading enterprise-wide CX transformations and managing large, distributed teams.
Strong understanding of risk management, compliance, and governance in customer-facing environments.
Exceptional communication, stakeholder management, and change leadership skills.
Experience with digital tools, CRM platforms, and customer analytics.

Nice To Haves

Professional certification in customer service (e.g., CCXP, CCSM) is a plus.

Responsibilities

Lead the global transformation of the customer service department, aligning CX strategy with business objectives and growth targets.
Define and execute a multi-year roadmap to elevate customer satisfaction, loyalty, and lifetime value.
Champion a culture of continuous improvement, innovation, and customer-centricity across all touchpoints.
Serve as a trusted advisor to the Global Supply Chain Leadership Team and Lubrizol Executive Leadership Team, providing insights and recommendations on customer trends, pain points, and strategic opportunities.
Collaborate cross-functionally with Product, Technology, Operations, and Marketing to ensure seamless customer journeys and unified service delivery.
Present CX performance metrics, transformation progress, and strategic initiatives to the Board and senior stakeholders.
Develop and implement customer-related risk policies, procedures, and controls to ensure compliance, mitigate reputational risk, and enhance operational resilience.
Establish governance frameworks for customer feedback, issue escalation, and resolution protocols.
Monitor regulatory developments and ensure CX practices align with global standards and expectations.
Oversee global customer service operations, including global capability centers, digital support channels, and field service teams.
Drive adoption of advanced technologies (AI, automation, analytics) to improve efficiency and personalize customer interactions.
Define and track KPIs such as NPS and first-contact resolution to measure impact and guide decision-making.