Job Description

Position Summary

The Director of Customer Experience Transformation (CX) is a strategic and forward thinking leader responsible for transforming how Athens Services understands, designs, and delivers exceptional customer experiences across every touchpoint.

This role leads the innovation, analytics, and improvement engine behind our Experience Strategy—empowering teams through data, technology, and human-centered design to create lasting loyalty and operational excellence.

A passionate advocate for both customers and employees, this leader will use advanced experience management platforms—particularly Qualtrics XM—to translate insights into measurable outcomes, driving continuous improvement across service, operations, and digital channels.

Key Responsibilities

Strategic Leadership & Transformation

• Develop and execute the enterprise-wide Customer Experience Strategy that aligns with Athens’ “People, Service, Environment” values and supports organizational growth.

• Lead a portfolio of transformation initiatives focused on experience innovation, data driven decision making, and continuous improvement.

• Partner cross-functionally (Operations, IT, Sales, HR, and Marketing) to embed CX principles into systems, processes, policies, technology, and daily practices.

• Serve as a trusted advisor to leadership peers translating insights into strategic priorities, policies, and action plans.

Experience Management & Analytics

• Champion Qualtrics Experience Management (XM) as the backbone of Athens’ voice-of customer program, overseeing deployment, adoption, and integration with enterprise systems.

• Lead customer persona identification and segmentation to ensure programs and communications are tailored to the unique needs, behaviors, and motivations of each customer group.

• Design and maintain end-to-end customer journey maps that visualize key pain points and moments of truth across the service lifecycle, driving targeted improvements and innovation opportunities.

• Design dashboards, scorecards, and analytics that measure NPS, CSAT, CES, retention, and service excellence across customer journeys.

• Identify emerging patterns and predictive indicators to proactively resolve service friction and elevate customer trust.

• Use AI, automation, and advanced analytics to transform raw feedback into strategic insights and innovation opportunities.

Operational Excellence & Process Innovation

• Lead continuous improvement initiatives using Lean, Six Sigma, and service design methodologies to improve end-to-end experiences.

• Redefine KPIs, SLAs, and quality metrics to align with world-class standards enabled through Genesys and Qualtrics integration.

• Oversee change management and readiness across departments to ensure successful adoption of new CX tools and processes.

Team Leadership & Culture

• Lead and inspire a diverse team of customer experience professionals, analysts, and leaders.

• Cultivate a customer-obsessed culture grounded in empathy, accountability, and performance excellence.

• Foster collaboration, recognition, and growth—ensuring that every employee understands their role in creating exceptional experiences.

Innovation & Future Readiness

• Benchmark against global best practices and design-thinking frameworks to keep Athens on the forefront of CX innovation.

• Leverage technology, automation, and AI-driven personalization to anticipate customer needs and deliver seamless interactions.

• Represent Athens as a thought leader in customer experience, both internally and within the industry.

Qualifications Required

• 10+ years of progressive leadership in customer experience, service operations, or transformation roles.

• Proven success implementing or managing Qualtrics XM or similar experience management platforms (Medallia, Salesforce Experience Cloud, etc.).

• Deep expertise in CX strategy, analytics, and change leadership across complex, multi-site organizations.

• Strong analytical, problem-solving, and storytelling skills—able to translate insights into executive-level recommendations.

• Excellent communication and influencing skills with cross-functional and executive teams.

• Bachelor’s degree in Business, Marketing, Organizational Leadership, or related field.

Preferred

• Master’s degree (MBA or similar) preferred.

• Certification or experience in Lean Six Sigma, Service Design, or Process Improvement.

• Experience leading large-scale customer operations or contact center transformations.

• Bilingual English/Spanish and local market understanding (Southern California) a plus.

Why Join Athens

At Athens, Experience is Everything. As we modernize our systems, elevate service delivery, and strengthen our connection to the communities we serve, this role will be pivotal in designing the future of customer experience—one that blends technology, analytics, and heart to deliver excellence every day.

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