Customer Experience Leader

What Drives Success

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

 

What We Are Looking For

The Customer Experience Leader strengthens the commercial operating model by improving customer service performance, revenue process effectiveness, and end-to-end customer experience.  This role partners closely with Sales, Marketing, IT, and Operations to improve order-to-cash execution, reduce service friction, strengthen Voice of Customer programs, improve sales performance visibility, and deliver measurable improvements in Net Promoter Score (NPS) and Customer Charter execution.

 

Key Responsibilities:

Customer Experience, Service & Revenue Operations

• Lead and elevate the skillset of the Customer Service team, ensuring high-quality, efficient operations and consistent execution.
• Own and operationalize Net Promoter Score performance, translating customer feedback into clear actions, accountability, and measurable improvement.
• Ensure consistent execution of the DuroDyne Customer Charter, embedding service commitments, escalation processes, and measurable outcomes.
• Establish and manage Voice of Customer programs, including surveys, service performance insights, closed-loop feedback, and “we heard you” actions.
• Partner with Sales, Marketing, IT, and Operations to improve revenue processes, customer issue resolution, order visibility, and overall commercial execution.
• Implement and manage pricing strategies in collaboration with the product, sales, and finance teams to maximize profitability while growing market share.
• Oversee revenue operations processes and operating rhythms, ensuring clear ownership, disciplined execution, performance tracking, and alignment across Sales, Customer Service, Marketing, Finance, IT, and Operations.
• Drive digital self-service adoption and reduce service friction by partnering with IT teams on tools, workflows, and customer-facing capabilities.
• Use data, analytics, and CRM insights to identify service trends, improve customer retention, and support revenue growth priorities.

Key Competencies

• Customer service leadership and operational execution
• Revenue operations and commercial process improvement
• Voice of Customer, NPS, and service performance management
• Cross-functional influence across Sales, Marketing, IT, Supply Chain, and Operations
• Data-driven problem solving and customer-focused execution

Experience and Qualifications

• 8+ years in customer experience, revenue operations, sales operations, or customer service leadership, preferably in B2B or industrial environments with distributor channels.
• Experience leading or closely partnering with customer service/support organizations.
• Strong understanding of NPS, Voice of Customer, service metrics, and customer insight programs.
• Proven ability to improve commercial processes, service workflows, issue resolution, and customer-facing operating rhythms.
• Demonstrated ability to lead cross-functional transformation initiatives across Sales, Marketing, IT, Operations, and Customer Service.

What We Offer

Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $125k - $163k annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for a Short Term Incentive (STI) bonus of 15% in accordance with the terms of the Company’s applicable plan. Employees in this role are not eligible for overtime.

 

Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability