Director, Customer Experience Solutions

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We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world’s leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to protect people, enhance lives, and preserve the planet.

The Director of CX Solutions is responsible for designing and delivering strategic, scalable customer experience (CX) solutions that align with business objectives, improve customer satisfaction, and drive operational efficiency. This role serves as a cross‑functional leader who understands business processes, emerging technologies, and the voice of the customer to architect CX solutions that can scale across the organization.

• Executive leadership (C‑Suite) to align on overarching CX vision, KPI’s and strategic priorities, technology and design
• Customer Service/Support Leadership to optimize customer‑facing processes and tools that support change and enable success for front line colleagues
• Marketing and Brand teams to ensure CX solutions are grounded in real‑time customer feedback and messaging
• IT & Technology teams for integration and deployment of CX platforms and tools
• External stakeholder – Vendors, Consultants and endusers to design, test, integrate and measure tools

• Lead the design and delivery of end‑to‑end customer experience (CX) solutions aligned with journey mapping, brand strategy, and business objectives
• Collaborate with cross‑functional stakeholders (Marketing, Product, Technology, Operations, Customer Service) to assess current processes and identify opportunities for improvement
• Translate customer insights and feedback into actionable strategies, solution designs, and measurable improvements
• Analyze and optimize customer interaction processes, addressing inefficiencies and standardizing workflows for consistency and scalability
• Evaluate, recommend, and implement scalable CX technologies (CRM, contact center platforms, automation tools, feedback systems) in partnership with IT and vendors
• Stay current on CX technology trends and emerging solutions, assessing their applicability to enhance customer and business outcomes
• Gather, document, and prioritize business and functional requirements, facilitating solution workshops to align technical capabilities with business needs
• Lead change management initiatives to ensure adoption of new processes and technologies across departments
• Oversee execution of multiple CX initiatives, managing timelines, dependencies, budgets, and resource allocation to deliver measurable impact
• Define KPIs, track performance, and iterate solutions based on data insights, customer feedback, and evolving business needs

• Bachelor’s degree in Business, Information Systems, Customer Experience, or related field (Master’s preferred). OR equivalent years of experience. Equivalent years of experience are defined as one year of applicable professional experience for each year of college requested

• 10+ years of experience in customer experience, digital transformation, or enterprise solution design
• Strong understanding of CX best practices, customer journey mapping, and experience measurement (e.g., NPS, CSAT, CES)
• Proven ability to lead cross‑functional teams and influence at all levels of the organization
• Experience with project management methodologies (Agile, Scrum, or PMP certification a plus)
• Familiarity with CX technologies (e.g., Salesforce, Zendesk, Medallia, Qualtrics, Genesys, etc.)
• Exceptional communication, stakeholder management, and analytical skills

• Strategic Leadership – Builds long‑term CX strategies aligned to customer journey and business goals; drives innovation and uses data‑driven insights to prioritize improvements
• Operational Excellence – Optimizes processes, reduces friction, and…