Director, Customer Experience Solutions

🔥 0 minutes ago

🎸 Tennessee – Remote

🎸 Tennessee – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

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Rentokil Pest Control North America

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1930

🤝 B2B

👥 B2C

B2B • B2C

Rentokil Pest Control North America is a company specializing in pest control services throughout North America. They offer solutions for both residential and commercial properties to manage and eliminate pests effectively. Known for their extensive expertise in pest management, Rentokil focuses on providing safe, effective, and environmentally responsible services to address pest issues, ranging from insects to rodents. Their comprehensive programs are designed to protect health, property, and the quality of the environment.

📋 Description

• 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.

🎯 Requirements

• Bachelor's degree in Business, Information Systems, Customer Experience, or related field (Master’s preferred). • 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.

🏖️ Benefits

• Start Day 1 for Full-Time Colleagues - No Waiting Period! • Professional and Personal Growth • Multiple avenues to grow your career • Training and development programs available • Tuition Reimbursement benefits (for FT Colleagues) • Health and Wellness • Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more • 401(k) retirement plan with company-matching contributions • Work-Life Balance • Vacation days & sick days • Company-paid holidays & floating holidays • A company mindset that prioritizes health, safety, and flexibility