Director, Customer Experience

JOB DESCRIPTION
Reporting to the Vice President, Marketing, the Director, Customer Experience (CX) and Strategic Partnerships is responsible for building and implementing a data-driven, brand-led customer experience (CX) strategy the enhances customer satisfaction, loyalty and advocacy. This role requires a visionary leader with a digital-first mindset and the ability to build and scale a CX function in a highly matrixed environment, delivering friction-less experiences while working in collaborations across the organization to create business value and brand differentiation.
The Director will drive research, analytics, and journey mapping to optimize the customer experience across touchpoints while ensuring CX is deeply embedded into the company brand identity. Success in this role is demonstrated by optimized brand-led customer experience that extends our competitive differentiation, sets the stage for growth and drives improved NPS scores and customer sentiment.
This leader must be a strong communicator and change agent, capable of aligning cross-functional teams around a shared vision for CX excellence. By combining deep customer insights with a strategic approach, the Director will drive meaningful improvements that enhance both customer and business outcomes.
If you are inspired by voice of customer, thrive on bringing a brand to life in the B2B world, and are tireless in the pursuit of customer satisfaction, this is a role to consider. Keep in mind that culture is core to this Marketing team. We are customer-centric, collaborative, integrated and performance-driven. We are redefining our approach to reaching customers and the market and are looking for curious, driven and fun marketing leaders to join the effort.
RESPONSIBILITIES

• CX Strategy: Design and implement a global customer experience framework that aligns with company goals, enhancing customer satisfaction, loyalty and retention.
• Build & Scale the CX Function: Establish and grow a best-in-class CX team from scratch. Define roles, recruit top talent, and create the operational structure needed to scale CX initiatives effectively. Develop a team culture focused on data-driven decision-making, collaboration, and continuous improvement.
• Data-Driven Insights & Customer Research: Lead and operationalize a robust Voice of the Customer (VoC) program using surveys, analytics, and qualitative research. Transform customer data into actionable insights that drive experience improvements and strategic business decisions.
• Brand-Led Experience Design: Ensure the company's brand strategy and visual identity inform and enhance the CX strategy, creating a seamless and consistent customer journey, agnostic of the delivery team. Partner with marketing, product, and sales teams to design customer journeys that reinforce brand trust, consistency, and engagement, creating a seamless and consistent customer journey, agnostic of the delivery team.
• Journey Mapping & CX Optimization: Develop detailed customer journey maps to identify friction points and opportunities for improvement. Work cross-functionally to create seamless, engaging experiences that drive retention and advocacy.
• CX Metrics & Performance Tracking: Manage team to track and analyze key performance indicators (KPIs) such as Net Promoter Score (NPS). Continuously track and analyze performance to optimize CX strategies. Report regularly to the executive team on progress and outcomes.
• Customer Advocacy & Engagement: Manage team dedicated to servicing customer concerns and proactively addressing concerns related to fulfillment of UL Solutions' services and overall customer satisfaction. Partners with Business and Regional leaders to prioritize opportunities and develop plans to better meet the needs of customers. Serve as the voice of the customer in leadership discussions, ensuring customer needs and expectations are prioritized. Build and scale customer advocacy programs that turn loyal customers into brand ambassadors. Develop strategies for gathering and amplifying customer testimonials, case studies, and referrals.
• Digital-First Customer Experience: Leverage emerging technologies, automation, and AI-driven solutions to optimize customer interactions across digital channels, including self-service tools, customer portals, and personalized engagement platforms.
• Influence & Inspire Change Across the Organization: Act as a CX evangelist by effectively communicating insights and recommendations to senior leadership and cross-functional stakeholders. Use storytelling and data visualization to drive alignment and action. Build connectivity across departments, embedding customer-centric practices throughout the organization and ensuring alignment on CX priorities.
• Cross-Functional Collaboration in a Matrixed Environment: Work closely with marketing, product, sales, and operations teams to embed CX. Drive a customer-first mindset by influencing priorities across organization.
• Technology & Innovation: Recommend and implement CX technologies, tools and platforms, such as AI chatbots, personalization engines, and predictive analytics to enhance customer engagement and efficiency.

QUALIFICATIONS

• Master's degree in Business, Marketing, Customer Experience, or a related field, preferred
• 10+ years of experience in customer experience, brand, marketing, or related roles, with a proven track record of building and scaling teams in a highly matrixed environment.
• Strong background in brand strategy and design, ensuring brand visual and verbal identity is seamlessly integrated into the customer experience.
• Proven ability to recruit, develop and lead teams, with a track record of fostering organizational alignment and collaboration.
• Deep expertise in data-driven decision-making, customer analytics, and VoC methodologies.
• Excellent communication and leadership skills, with the ability to influence stakeholders at all levels.
• Experience with digital-first CX strategies, including self-service, automation, and AI-driven customer engagement tools.
• Proven ability to integrate CX with brand strategy, ensuring consistency and alignment across customer interactions.

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ABOUT US
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.
ABOUT THE TEAM
We may not help develop smart homes of the future, inspect the New Year's Eve ball or work in state-of-the-art labs... but we do tell people about it. It's our brand, stories and campaigns that drive the growth of our business, open us up to new opportunities and let the world know how we're making a difference. Our full-service team, which includes an award-winning in-house creative group, collaborates to share ideas, tell our story and connect with people around the world. Join our team and spread the word about an organization that's working at the forefront of innovation to shape a safer world.