Customer Experience & Analytics Director

The Opportunity

The Customer Experience (CX) Director is a senior‑level strategic leader responsible for transforming our Health & Nutrition and Dairy Nutrition businesses into a truly customer‑centric enterprise. This role leads the development and execution of a comprehensive CX strategy that strengthens customer trust, enhances operational efficiency, and drives sustainable business growth. The CX Director partners closely with cross‑functional leaders to embed customer‑centric principles into decision‑making, elevate critical touchpoints, and champion the voice of the customer across the organization.

This high‑impact position influences senior leadership, shapes long‑term commercial and operational strategy, and ensures CX initiatives translate into measurable improvements in loyalty, retention, revenue growth, and Perfect Order performance.

• Strategic Leadership: Ability to define and implement a CX vision and roadmap aligned with organizational growth, revenue targets, and advocacy goals.
• Cross‑Functional Influence: Skilled at shaping decision‑making, aligning senior leaders, and driving accountability for customer‑centric outcomes across Sales, Operations, Supply Chain, Marketing, and HR.
• Insight‑to‑Action Expertise: Strong analytical capability to integrate VoC/VoE insights, customer journeys, personas, and KPIs into actionable business direction.
• Experience Design: Proven ability to enhance customer touchpoints—onboarding, order management, delivery, support—and to drive initiatives such as Perfect Order and omnichannel listening.
• Change Enablement: Adept at leading enterprise‑wide change, promoting customer‑centric culture, and embedding CX behaviors into performance systems.
• Communication Excellence: Ability to craft compelling, purpose‑driven narratives that inspire stakeholders and bring clarity to complex insights and recommendations.

• Partner with Sales, Operations, Supply Chain, Marketing, and HR to ensure strategic decisions and key initiatives are customer‑informed.
• Align cross‑functional teams around key CX priorities and support the integration of customer insights into business planning.
• Serve as an enterprise advocate for customer‑centricity, ensuring decisions reflect customer needs and long‑term value.

• Translate insights into clear strategic direction and actionable roadmaps.
• Present verbally and visually engaging storytelling that influences senior leadership.
• Drive accountability for CX deliverables and measurable outcomes.

• Oversee VoC and VoE programs to identify pain points and opportunities.
• Maintain customer personas and journey maps to guide future‑state experience design.
• Establish Customer Performance Indicators (CPIs) and elevate metrics such as CSAT, NPS, and Perfect Order.

• Strategic CX Advisor: Demonstrated experience developing and leading customer experience, commercial strategy, or transformation initiatives.
• CX Framework Expertise: Deep knowledge of CX tools including VoC/VoE, journey mapping, experience governance, and performance benchmarking.
• Analytical & Data‑Driven: Strong proficiency in CX analytics, dashboards, and data visualization tools.
• Influence Without Authority: Exceptional collaboration and influencing skills to engage senior leaders and matrixed teams.
• Tech‑Savvy: Familiarity with experience management and CRM platforms (e.g., Qualtrics, CRM systems).
• Education & Experience:
  • Bachelor’s degree in Business, Marketing, or related field; MBA preferred.
  • 10+ years of experience in CX or commercial strategy roles.
  • B2B and complex supply chain experience strongly preferred.

• Comfortable operating both strategically and in detailed execution.
• Able to build structure and clarity in ambiguous environments.
• Skilled in navigating high complexity and competing priorities.

• Proven success leading cross‑functional teams.
• Skilled at inspiring diverse groups through narrative, insight, and clear communication.
• Strong verbal, visual, and written communication abilities.