Director, Customer Experience

The Role

At Fisher & Paykel and DCS, we believe every customer interaction is a moment to build trust, loyalty, and brand love. We’re looking for a Director of Customer Experience to lead our customer experience strategy and operations—ensuring every touchpoint reflects the heart of our brand.

This is a pivotal leadership role responsible for the strategy, execution, and transformation of our customer experience across the US market. With a strong focus on service excellence and brand alignment, you’ll shape a customer-centric culture, build high-performing teams, and drive profitable growth, increased market share, and deep brand loyalty.

You will:

As the Director of Customer Experience Director in the US, you will own the strategy and delivery of a world-class customer experience aligned to our global aspirations and local market needs.

Strategic Leadership

• Develop and execute a US customer experience strategy aligned with global goals and market opportunities.

• Translate strategy into clear, actionable plans with progress tracked through high-performance delivery systems.

• Lead transformation and continuous improvement initiatives that drive measurable business impact.

Customer Experience Management

• Deliver a seamless, brand-aligned experience across all customer touchpoints.

• Leverage insights and market trends to evolve the value proposition and customer journey.

• Manage external partners and build strategic relationships that elevate service delivery.

Operational & Financial Oversight

• Champion operational excellence using People + Purpose and high-performance frameworks.

• Oversee budgeting, forecasting, and financial performance of a $10M+ CX function.

• Partner cross-functionally to ensure collaborative, scalable execution.

Team & Talent Leadership

• Inspire, coach, and develop a high-performing team (4–6 direct, 60–65 indirect reports).

• Align organizational design with global standards and build strategic leadership capability.

• Champion a culture of ownership, recognition, and personal responsibility.

Health & Safety Leadership

• Ensure compliance with Health & Safety legislation and company standards.

• Role model safety leadership through incident reporting, risk management, and proactive practices.

You Have:

You’re a strategic, customer-obsessed leader with a passion for operational excellence and a people-first leadership style.

You bring:

• A bachelor’s degree (MBA or advanced business degree preferred).

• 5-10 years experience in leadership of large-scale customer experience/service operations with impact on market share and profitability.

• Experience in global or national consumer-facing organizations, with budget accountability and external partnerships.

• A strong track record of operational improvement and team leadership in cross-functional settings.

• A collaborative, courageous mindset with a deep sense of ownership.

• An ability to inspire, engage, and influence across all levels of the business.

The salary range for this position is $140,000 - $160,000 base. This range is a guideline and may not reflect your exact offer. Factors considered when extending an offer include (but are not limited to) education, experience, relevant skills, internal equity, and alignment with market data.

Benefits Overview

In addition to providing competitive medical, dental, vision, life, and disability insurance, we offer:

• 401K with company match

• Competitive Employer HSA Contribution

• Pet Perks

• Paid Vacation/Time Off: We believe that your time off is important, which is why all US employees are offered generous time away. Hourly roles accrue 20 days of paid vacation starting year 1 and exempt roles are eligible for our TAYN policy. We also offer 12 company holidays per year.

• Parental Leave: Becoming a new parent is a full-time job. Our new policy offers all primary caregivers 26 weeks' paid leave for the primary caregiver, a flexible return to work with reduced hours at full pay, as well as four weeks of paid leave for partners to spend time with their growing families.

• Wellness Initiatives such as our Fuel Up Fridays, a company-paid subscription to Calm, No-Meeting Fridays, and personalized healthcare support for your wellness journey.

• Leadership and Career Development programs, including organized mentorship opportunities

• Exclusive Employee discounts on all F&P products

• Role-specific Company Bonus

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Fisher & Paykel is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.