Director, Customer Experience

Ergon, Inc is seeking a Director of Customer Experience. The Director, Customer Experience will build and lead Lampton Love's centralized customer experience organization across all 35 branch locations and all product lines, including propane and commercial fuels. The Director will create a consistent, customer-centered operating model for order intake, account and billing support, customer communications, issue resolution, and service recovery.

This leader owns the end-to-end customer experience strategy and translates it into practical processes, service standards, technology requirements, employee training, and measurable results. The role requires a thorough understanding of customer service operations, customer experience management, and customer journey mapping, as well as the ability to connect commercial commitments to branch and field execution.

Organizational Scope

The Director reports to the Senior Vice President & General Manager and leads the Central Customer Service Center. The centralized team is expected to include three core service groups:

• Order Intake and Scheduling
• Account Setup and Billing Support
• Customer Support and Issue Resolution

The Director works in close partnership with the Vice President of Propane Operations, branch leadership, propane and commercial fuels operations, sales, supply and logistics, billing and credit, technology, human resources, marketing and analytics, and operational excellence, safety, and compliance.

Key Responsibilities Customer Experience Strategy and Leadership

• Establish and communicate a clear customer experience vision, service promise, and operating model for every product, channel, and branch location.
• Build the centralized Customer Service Center, including organization design, staffing, role clarity, work allocation, schedules, escalation coverage, and leadership routines.
• Create a culture of ownership in which the centralized team remains accountable for customer communication and case closure, even when resolution requires another department.
• Develop annual priorities, budgets, resource plans, and technology requirements that support growth in both propane and commercial fuels.
• Serve as the senior customer advocate in commercial, operational, and technology decisions.

Ccustomer Experience Management

• Define the standards and behaviors that create a reliable, effortless, and consistent experience across the full customer lifecycle.
• Establish a voice-of-the-customer program using surveys, complaints, compliments, customer interviews, service data, and frontline feedback.
• Identify recurring friction, unmet expectations, and root causes; sponsor corrective actions with the functions that own the underlying process.
• Create closed-loop service recovery practices so customers are informed, commitments are tracked, and lessons are applied across the organization.
• Partner with sales and marketing to align customer promises, onboarding, communications, retention efforts, and growth opportunities.

Customer Journey Mapping and Process Improvement

• Lead current-state and future-state journey mapping for key customer journeys, including inquiry, quote, account setup, ordering, scheduling, delivery, billing, support, complaint resolution, renewal, and retention.
• Facilitate cross-functional workshops to document customer goals, actions, emotions, channels, moments that matter, handoffs, failure points, and improvement opportunities.
• Translate journey maps into standard operating procedures, role definitions, controls, training, system requirements, and measurable service improvements.
• Use process data and customer feedback to prioritize improvements based on customer impact, operational feasibility, risk, and business value.
• Maintain journey maps as active management tools and update them as products, customer needs, processes, and technology change.

Education and Experience

• Bachelor of Science degree in business administration, management, marketing, operations, or another business-related field preferred. Appropriate progressive experience may be considered in place of a degree.
• Seven or more years of progressive experience in customer service, customer experience, customer operations, or a related field preferred.
• Three or more years of leadership experience with responsibility for people, processes, performance, and organizational change preferred.
• Demonstrated experience with customer journey mapping, service design, process improvement, and implementation of standardized customer-facing…