Customer Experience Director

Overview

Position Title: Customer Experience Director

Reports To: Chief Operating Officer

Status: Exempt

Date: 2025

Location: Administration

The Customer Experience Director plays a high impact role in driving cross-functional initiatives that support enterprise-wide transformations. This role ensures seamless execution of strategic projects by aligning stakeholders, managing timelines, and maintaining a customer-first lens throughout the project lifecycle. Success means a painless experience for our customers and improved satisfaction.

• Project Leadership & Execution – cross-functional projects that are central to the organization’s strategic roadmap.
• Customer Experience Alignment – champion for the customer during transition
• Process Improvement & Change Enablement – organizational communication and customer feedback
• Leads and manages complex, cross-functional projects related to the customer experience from initiation to completion, ensuring alignment with strategic goals.
• Provides visual representations of the customer journey to assist the organization to pinpoint key touchpoints and identify areas for improvement.
• Upholds policies and procedures that reinforce the organization’s branding strategy and goals.
• Consults with cross-functional leadership to evaluate and recommend solutions that will facilitate the accomplishment of business goals and produce a frictionless customer experience.
• Supports cross-functional change management initiatives with minimum disruption to the customer experience.
• Frequently reviews and analyzes data to inform strategic decision-making and provide data-driven insights.
• Facilitate regular project updates, committee meetings, and feedback loops to ensure transparency and alignment.
• Proactively manage expectations, resolve conflicts, and drive consensus across diverse teams.
• Act as a guide and resource for stakeholders in the organization to infuse the voice of the customer into all aspects of the business.
• Regular review of progress against CX roadmap, with adjustments based on customer feedback and competitive benchmarks.
• Captures key milestones of customer experience projects and programs to support deadlines and cross-departmental communication.
• Performs other related duties as assigned.

• Understanding the Business – Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
• Making Complex Decisions – Manages Complexity – Making sense of complex, high quality and sometimes contradictory information to effectively solve problems.
• Building Collaborative Relationships - Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.

• Must be flexible and able to work primarily on weekdays, with occasional weekends when needed
• Must be able to travel to neighbor islands or the continental United States as needed
• Must have a valid driver’s license and be able to drive to various locations
• Preferably based in Hawaii.

• Must be able to lift up to 15 pounds
• Occasional lifting of 20 to 30 pounds
• Standing/walking up to 4 to 5 hours a day
• Reaching/bending frequently
• Good speech and hearing necessary for communicating with the staff, employees, managers and the public, talking on the telephone, and conducting training
• Sight for performing computer work and paperwork
• Prolonged periods sitting at a desk and working on a computer

• Good decision-making skills (uses independent judgment)
• Planning/organizational skills (ability to set long-term or short-term goals, measures, time frames, and coordinate multiple tasks/activities, prioritize)
• Analytical skills
• Conflict resolution skills (through negotiation, mediation, problem-solving to achieve a “win-win” resolution)
• Facilitation skills (ability to effectively guide individual/group discussions)
• Reading, writing, and oral proficiency in the English language required

• Must pass drug screening test
• Must pass criminal background check

• Air-conditioned, office environment

• Bachelor’s degree in Business Administration, Project Management, or…