Senior Director, Customer Experience

Position Summary

The Senior Director, Customer Experience is responsible for defining, advancing, and governing the customer experience strategy across 407 ETR’s customer journey. Reporting to the Vice President, Customer Operations, this role leads the development of customer experience priorities, journey management practices, insights, digital enablement opportunities, and cross-functional improvement initiatives that reduce customer effort and strengthen satisfaction, trust, and loyalty. The role partners closely with Customer Operations Delivery, Technology, Marketing, Product, Finance, Legal, Compliance, and other enterprise stakeholders to translate customer insights into actionable initiatives, support digital and AI-enabled transformation, and ensure customer experience considerations are embedded into business decisions.

The Senior Director, Customer Experience is responsible for defining, advancing, and governing the customer experience strategy across 407 ETR’s customer journey. Reporting to the Vice President, Customer Operations, this role leads the development of customer experience priorities, journey management practices, insights, digital enablement opportunities, and cross-functional improvement initiatives that reduce customer effort and strengthen satisfaction, trust, and loyalty. The role partners closely with Customer Operations Delivery, Technology, Marketing, Product, Finance, Legal, Compliance, and other enterprise stakeholders to translate customer insights into actionable initiatives, support digital and AI-enabled transformation, and ensure customer experience considerations are embedded into business decisions.

• Define and lead the multi-year Customer Experience strategy in alignment with corporate priorities, customer needs, and enterprise transformation goals.
• Establish customer experience governance, journey management practices, and prioritization frameworks to ensure customer pain points, insights, and improvement opportunities are translated into actionable initiatives.
• Act as a trusted advisor to the VP, Customer Operations and senior leaders on customer experience performance, risks, opportunities, and strategic priorities.
• Represent Customer Experience in enterprise forums, senior committees, and cross-functional decision‑making discussions where customer impact is a key consideration.

• Own the customer experience measurement framework, including CSAT, First Contact Resolution, effort scores, complaint trends, journey insights, and other customer performance indicators.
• Use customer feedback, operational data, analytics, and research to identify customer pain points, emerging trends, and opportunities to improve customer outcomes.
• Lead journey mapping, customer listening, and insight‑to‑action practices to support service design and continuous improvement.
• Partner with Customer Operations Delivery to ensure customer insights inform operational priorities, quality standards, service design, and coaching opportunities.

• Champion the adoption of digital, AI, automation, self-serve, and advanced analytics capabilities that improve customer experience and reduce friction.
• Partner with Technology and business stakeholders to identify, prioritize, and deliver digital opportunities that improve service accessibility, consistency, and ease of use.
• Ensure customer experience requirements are clearly defined and incorporated into technology, process, and service design initiatives.
• Support change management and adoption strategies for customer‑facing digital and process changes.

• Influence cross‑functional partners and senior stakeholders to align priorities, remove barriers, and support delivery of enterprise‑wide customer improvements.
• Provide customer experience input into enterprise projects, policy changes, communications, and process improvements to ensure customer impacts are understood and addressed.
• Develop business cases, recommendations, and executive updates…