Director of Customer Experience

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier.

Key Responsibilities

Strategic Leadership & Transformation

• Define and execute a global CX roadmap aligned with business objectives and growth priorities.
• Define and lead the customer experience strategy across the full customer lifecycle.
• Establish a vision for a digitally enabled, scalable, and customer-centric operating model
• Lead transformation initiatives focused on digital enablement, AI and automation, and process optimization.

Process mapping, Optimization, and Operational Excellence

• Map, document, and analyze existing customer experience processes.
• Identify inefficiencies and design future-state workflows.
• Build metrics and dashboards to monitor performance with key metrics such as NPS, CES, CSAT, and digital adoption.
• Lead workshops, readiness planning, and workflow alignment sessions.

Customer Engagement & Retention

• Develop strategies to enhance customer engagement and foster long-term loyalty.
• Implement journey mapping and experience design to optimize end-to-end customer interactions.

Cross-Functional Collaboration

• Partner with Product, Information Technology, Supply Chain, and Commercial teams to ensure consistent global service delivery and rapid issue resolution.
• Serve as a trusted advisor to executive leadership, presenting insights on customer trends and strategic opportunities.

 Performance Management

• Establish and monitor CX dashboards with key metrics such as NPS, CES, CSAT, and digital adoption.
• Drive continuous improvement programs leveraging data analytics and best-in-class methodologies.

Team Leadership

• Build and develop a high-performing, geographically diverse team.
• Foster a culture of innovation, accountability, and inclusivity.
• Drive cultural alignment toward continuous improvement.
• Develop change management plans to support process and system transitions.

Required Qualifications

• Bachelor’s degree and 10+ years in customer experience, service operations, or transformation leadership roles.

Preferred Attributes

• MBA preferred in Operations, or related field and 7+ years in customer experience, service operations, or transformation leadership roles.
• Global mindset with experience navigating diverse markets and cultural nuances.
• Proven success managing global teams and delivering measurable CX improvements.
• Background in manufacturing, IoT, or hardware/software ecosystems.
• Customer-centric innovator passionate about anticipating and exceeding market needs.
• Influential leader thriving in matrixed environments.
• Continuous learner, staying ahead of industry trends and emerging technologies.
• High emotional intelligence and collaborative approach.

 Skills

• Expertise in CX strategy, journey mapping, and digital enablement.
• Strong analytical and problem-solving capabilities.
• Exceptional communication and stakeholder management across cultures.
• Ability to lead through change and influence at all organizational levels.

 Focus Areas for Success

• Net Promoter Score (NPS)
• Customer Effort Score (CES)
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Digital adoption and self-service enablement
• Process optimization and operational excellence

Pay Range

The annual salary for this position is between $143,000.00 - $286,000.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.

Other Compensation

This position is entitled to short-term cash in