Director, Customer Experience

Job Description

The Director, Customer Experience (CX) is responsible for leading the strategic planning, development, and execution of customer experience programs across client accounts. This role ensures that all integrated facility management services, projects and initiatives are delivered through a customer-centric lens, driving measurable improvements in user experience, service performance, and occupant experience outcomes.

Key Duties & Responsibilities

Customer Experience Leadership

• Champion a customer-first culture across all service lines.
• Define and implement CX strategies, frameworks, and service standards aligned to client expectations and contractual KPIs.
• Lead Voice of Customer (VoC) programs, including surveys, feedback loops, and service performance insights.
• Translate client and end-user feedback into actionable service improvements and program enhancements...