Director, Customer Experience

☆

United States, Pennsylvania, MALVERN

Permanent / Regular

Marketing

Hybrid

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Why do we need you ?

The Director of Customer Experience leads the development and orchestration of a unified, customer-centric experience across all brands and business units in North America. This role defines the vision, strategy, standards, and governance for customer engagement across all touchpoints - ensuring that brand promise, commercial objectives, and customer needs are consistently translated into differentiated, high-quality experiences.

The Director serves as the enterprise voice of the customer, driving cross-functional alignment and influencing marketing, sales, digital, and service teams to deliver seamless, end-to-end experiences that strengthen loyalty, accelerate growth, and enhance brand perception.

Customer Experience Strategy & Orchestration
Define the enterprise vision, principles, and standards for customer experience across all touchpoints. Orchestrate alignment across marketing, sales, service, and digital teams to ensure consistent, high-quality experiences across brands and sectors.

Customer Journey Design & Transformation
Lead the mapping and redesign of critical end-to-end customer journeys, ensuring seamless integration across digital, human, and in-person interactions. Drive cross-functional initiatives that reduce friction and elevate engagement across the full customer lifecycle.

Voice of Customer, Insights & Analytics
Lead the Insights team to establish voice-of-customer systems, research, and performance analytics, including ongoing NPS. Translate customer feedback and behavioral data into actionable insights that inform strategy and improve business outcomes.

Loyalty Strategy & Customer Programs
Define and lead the enterprise loyalty strategy, including oversight of platforms and programs such as LMS training, rebates and incentives, and co-op marketing. Ensure these programs drive engagement, retention, and measurable commercial impact.

Customer Engagement Channels & Operations
Provide strategic oversight for customer-facing touchpoints including the customer service center, account management interfaces, and customer events and trade shows. Ensure these interactions align to CX standards and deliver consistent, high-quality experiences.

CX Performance Management & Governance
Define and monitor KPIs that measure experience quality, customer satisfaction, and business impact. Establish governance frameworks that drive accountability, visibility, and continuous improvement across the enterprise.

Is this job for you ?

· Bachelor's Degree in Marketing, Business, Customer Experience, or related field required.
· 10+ years of progressive experience in customer experience, marketing, digital, or commercial functions required.
· 7 -10+ years in leadership roles with responsibility for cross-functional programs and enterprise initiatives required.
· Demonstrated success operating in complex, matrixed, multi-brand organizations
· Experience in B2B and/or B2B2C environments required, ideally within industrial, manufacturing, or construction-related sectors
· Proven ability to lead enterprise transformation initiatives that span multiple customer touchpoints and functions
· Experience linking customer experience to commercial outcomes (e.g., retention, loyalty, growth, or share of wallet)
· Deep expertise in customer journey mapping, CX strategy, and experience design principles
· Strong understanding of CX technology ecosystems, including CRM, service platforms, and customer data/insight tools
· Ability to translate strategy into scalable programs and governance models
· Demonstrated strength in influencing senior stakeholders and driving alignment without direct authority
· Experience building and operationalizing voice-of-customer systems and feedback loops
· Strong capability in performance measurement and KPI development, with a focus on business impact
· Excellent communication, storytelling, and executive presence
· Ability to balance strategic vision with practical execution in a complex environment

A little more about us

Through the responsible development of innovative and sustainable building products, CertainTeed, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan "Quality Made Certain, Satisfaction Guaranteed," inspired the name CertainTeed. Today, CertainTeed is a leading North American brand of exterior and interior building products, including roofing, siding, trim, insulation, drywall and ceilings. A subsidiary of Saint-Gobain, one of the world’s largest and oldest building products companies, CertainTeed
has more than 6,300 employees and more than 60 manufacturing facilities throughout the United States and Canada. www.certainteed.com

To make sure nothing is forgotten

At Saint-Gobain, our goal is to deliver a comprehensive Total Rewards package to support your well-being and improve daily life for you and your family. We value your contribution to our purpose, Making the World a Better Home, and your Total Rewards package aims to help you plan for the future you want.

Employees have the flexibility to choose the benefits that best fit their individual needs:
• Health and Wellbeing – Supporting your wellbeing, to thrive in life and work.
• Medical, Prescription Drug, Vision, and Dental Insurance
• Healthcare Saving Account and Flexible Spending Account options
• LiveWell Wellness Program • Employee Assistance Program (EAP)
• Paid Time Off and Paid Parental Leave • Retirement and Protection - Helping to make the future life you want a reality.
• 401(k) with Company Match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan
• Company-provided Life Insurance, AD&D, Short-Term Disability
• Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness, and Accident Insurance

Additional Benefits – Helping shape the experience and impact you want
• Group Legal
• Identity Theft Protection
• Auto and Home Insurance
• Pet Insurance and Discounts
• Back-up Child & Elder Care
• PerkSpot Employee Discount Program

Legal Statement

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

Applicants for roles based in Washington state or remote roles that would be worked from Washington state are encouraged to direct any concerns regarding the state’s Pay Transparency laws to the SGNA HR Compliance team at [email protected].