Director Customer Experience

University Park, IL 60484

Employment Type: Permanent Job Category: Customer Service Job Number: Na979010112 Compensation: 150000

Job Description

Sterling Engineering is looking for a Director of Customer Service for a large manufacture in the South Suburbs of Chicago. This person will need to be experienced with ERP systems, automating systems, and strategic with implementing and managing process/change.

Terms: Full-time direct hire

Salary: $140k-$155k/yr with bonus


  • Partner with key stakeholders in all departments to better assess and understand what is required to create and maintain a best-in-class focus
  • Creates and articulates the vision for IA-Americas Customer Experience, incorporating input from key stakeholders aligning to the broader company strategy and vision
  • Partner with cross- functional teams (Product Managers, Marketing, Legal, Compliance, Risk, Operations and IT) to ensure that Business and Customer experience requirements are understood, and appropriate execution and support strategies are implemented
  • Coordinate with marketing and branding activities to ensure a consistent end-to-end customer experience
  • Work with the customer service escalation team in helping to resolve customer issues, as needed
  • Develops comprehensive customer segmentation and the corresponding personalized marketing strategy to help drive loyalty program membership and desired member behavior


  • Bachelor’s Degree with minimum of 10 years proven experience in developing and executing a Customer Experience Strategy with a focus on improving customer satisfaction across a large enterprise
  • Proven ability to produce accurate and timely information in a highly dynamic work environment, be able to meet tight deadlines
  • Experienced at leading, developing, and building high-performance cross-functional teams to implement creative, innovative, best in class Customer Experience solutions
  • Leadership through change management


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