Senior Director, Global Customer Experience

Job type: Full-time/Exempt/Hybrid

 

About Lubrizol

 

The Lubrizol Corporation, a Berkshire Hathaway company, is a specialty chemical company whose science delivers sustainable solutions to advance mobility, improve wellbeing and enhance modern life. Founded in 1928, Lubrizol owns and operates more than 100 manufacturing facilities, sales, and technical offices around the world and has about 8,000 employees. For more information, visit www.Lubrizol.com.  

 

We value diversity in professional backgrounds and life experiences. By enabling a consistent, unbiased, and transparent recruitment process, Lubrizol seeks to create a positive experience for candidates so we can get to know them at their best. We recognize unique work and life situations and offer flexibility, ensuring our employees feel engaged and fulfilled in every aspect of life.

 

Join Our Thriving Team at Lubrizol as the Senior Director, Global Customer Experience

 

Unleash Your Potential. At Lubrizol, we're transforming the customer experience landscape and looking for exceptional talent to join us on this journey. If you are ready to join an international company with talent around the world and want to make a real impact, we want you on our team.

 

What You'll Do:

 

As the Senior Director, Global Customer Experience, you'll be at the forefront of our innovation, driving a multi-year transformation of our global customer service organization. You'll collaborate with a diverse group of passionate individuals to deliver sustainable solutions that elevate customer satisfaction, loyalty, and lifetime value. Your work will directly impact on how Lubrizol delivers seamless, customer-first experiences across the enterprise.

 

Strategic Leadership & Transformation

 

• Lead the global transformation of the customer service department, aligning CX strategy with business objectives and growth targets.
• Define and execute a multi-year roadmap to elevate customer satisfaction, loyalty, and lifetime value.
• Champion a culture of continuous improvement, innovation, and customer-centricity across all touchpoints.

 

Executive Collaboration

 

• Serve as a trusted advisor to the Global Supply Chain Leadership Team and Lubrizol Executive Leadership Team, providing insights and recommendations on customer trends, pain points, and strategic opportunities.
• Collaborate cross-functionally with Product, Technology, Operations, and Marketing to ensure seamless customer journeys and unified service delivery.
• Present CX performance metrics, transformation progress, and strategic initiatives to the Board and senior stakeholders.

 

Risk Management & Governance

 

• Develop and implement customer-related risk policies, procedures, and controls to ensure compliance, mitigate reputational risk, and enhance operational resilience.
• Establish governance frameworks for customer feedback, issue escalation, and resolution protocols.
• Monitor regulatory developments and ensure CX practices align with global standards and expectations.

 

Operational Excellence

 

• Oversee global customer service operations, including global capability centers, digital support channels, and field service teams.
• Drive adoption of advanced technologies (AI, automation, analytics) to improve efficiency and personalize customer interactions.
• Define and track KPIs such as NPS and first-contact resolution to measure impact and guide decision-making.

 

Skills That Make a Difference:

 

• Bachelor’s degree required; advanced degree in supply chain or business management preferred.
• 10+ years of leadership experience in customer experience, service operations, or transformation roles within a global organization.
• Proven success in leading enterprise-wide CX transformations and managing large, distributed teams.
• Strong understanding of risk management, compliance, and governance in customer-facing environments.