Head of Customer Experience

About Us:

How many companies can say they have been in business for over 178 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the ever-changing environments in a fast-paced world, meeting it with cutting edge technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology.

We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

Lead the end-to-end customer experience strategy across all customer touchpoints, ensuring customer insights, journey optimization, and satisfaction drive business growth, strengthen customer loyalty, and create a differentiated customer experience.

• Develop and own the overall customer experience strategy aligned with company goals.
• Define CX vision, principles, and measurable objectives for all customer segments.
• Champion a customer-centric culture across all functions.

• Map and continuously refine end-to-end customer journeys (from awareness to renewal/loyalty).
• Identify and prioritize pain points and moments of truth and drive cross-functional improvements.
• Ensure consistent, seamless experiences across digital, physical, and service channels.

• Design and manage all Customer programming.
• Consolidate feedback from surveys, support, sales, and digital analytics into actionable insights.
• Present insights and recommendations regularly to senior leadership.

• Define CX KPIs and dashboards (e.g.,,, churn, complaint rates, resolution time).
• Track CX performance across touchpoints and regions; drive corrective actions.
• Perform root-cause analyses and prioritize improvement initiatives based on business impact.
• Streamline day-to-day operational procedures-such as complex billing, account onboarding, and ticket resolution-to directly improve the client experience.

• Partner with Sales, Marketing, Service, Product, and Operations to embed CX into processes and offerings.
• Lead or co-lead cross-functional CX initiatives (e.g., onboarding, issue resolution, digital self-service).
• Facilitate workshops and training to promote customer-centric behaviors.

• Use customer journey mapping, service design, and process improvement methods (e.g., Lean, Design Thinking).
• Co-create solutions with customers and internal stakeholders.
• Ensure processes are documented, scalable, and continuously improved.

• Build and lead a high-performing CX team (e.g., CX managers, analysts, UX researchers).
• Set clear objectives, roles, and development plans.
• Foster a culture of innovation, experimentation, and learning.

• Collaborate with Digital/IT on customer-facing platforms (Salesforce, web, portal, apps, CRM, service tools).
• Ensure customer experience requirements are embedded into digital roadmaps.
• Promote the use of analytics, segmentation, and personalization to improve experience.

• Bachelor's degree in Business, Marketing, Service Management, or related field;
  Master's a plus.
• ABO Certification desirable.
• 7-10+ years experience in customer experience, service, marketing, or related roles.
• Demonstrated success leading CX or transformation initiatives across multiple functions.
• Strong knowledge of CX methodologies (e.g., journey mapping, VoC, Design Thinking).
• Experience working with CX metrics and analytics tools (e.g.,platforms, CRM, BI tools).
• Proven leadership experience, including managing teams and influencing senior stakeholders.

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Vacation and sick pay
• The list goes on!

The above is intended to describe the general content of and…