Senior Director, Customer Experience
On-siteWoodbridge, Ontario, Canada
Job Summary
Define and lead the multi-year customer experience strategy across 407 ETR's customer journey, establishing governance and prioritization frameworks to translate insights into actionable initiatives. Own the measurement framework including CSAT, first contact resolution, and effort scores, while partnering with Technology and business stakeholders to champion digital, AI, and automation adoption. Build and develop a high-performing team with strong capabilities in insights, journey management, and service design, ensuring customer experience considerations are embedded into enterprise decisions. Prepare executive-level reporting on performance and improvement priorities, acting as a trusted advisor to senior leadership on strategic risks and opportunities.
Required Qualifications
- Bachelor's degree in a related field
- 10+ years of progressive leadership experience
- minimum of 5 years at the Director level or above
- ideally in customer experience, customer strategy, digital transformation, service design, customer operations, or a related environment
- Demonstrated track record of leading customer experience strategy, journey management, customer insights, digital transformation, and AI/automation adoption at scale
- Strong analytical capability with experience translating customer data, operational trends, and research into actionable business recommendations
- Proven ability to influence senior stakeholders, lead cross-functional initiatives, and align diverse teams around customer-focused outcomes
- Strong financial and business acumen, with the ability to connect customer experience initiatives to operational, financial, reputational, and strategic value
- Excellent leadership, coaching, executive communication, presentation, facilitation, and change management skills
Desired Qualifications
- MBA or advanced degree
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