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Director, Global Customer Insights & Experience

The Director, Global Customer Insights and Experience is responsible for leading the enterprise strategy, governance, and execution of customer and employee listening programs, Voice of the Customer (VoC), customer experience transformation, and global language translation services. This role serves as the organization's champion for customer and employee insights, leveraging data, feedback, and analytics to improve satisfaction, engagement, loyalty, retention, and overall experience outcomes. 

The Director partners with executive leadership and cross-functional stakeholders to translate customer and employee feedback into actionable business strategies, improve customer journeys, strengthen brand experience, and drive customer-centric decision making across the organization. This leader oversees customer and employee insights programs, customer analytics, global translation services, vendor management, compliance, budgeting, and organizational change initiatives while fostering a culture focused on continuous improvement and exceptional experiences. The preferred location for this role is Nashville, TN. Qualified candidates who are currently working remote outside of the Nashville commuting area or alternate corporate sites will be considered.

In this role, you will make an impact in the following ways:

• Voice of the Customer & Employee Strategy: Develop and lead the strategy for the Voice of Customer and Voice of Employee programs. Translate customer insights into actionable recommendations that improve customer outcomes and business performance. Serve as a trusted advocate for customer needs, expectations, and experiences across Cummins.

• Customer Experience Strategy: Develop and execute enterprise-wide customer experience strategies aligned with organizational objectives. Define and maintain customer experience standards across all customer touchpoints. Identify opportunities to improve customer satisfaction, retention, loyalty, and advocacy. Partner with leadership to ensure customer experience remains a strategic business priority.

• Customer Journey & Service Design: Lead customer journey mapping initiatives to understand customer interactions throughout the customer lifecycle. Identify friction points, service gaps, and opportunities for experience enhancement. Ensure service delivery consistently aligns with customer expectations and business objectives. 

• Customer and Employee Insights Programs Lead the strategy, planning, implementation, and administration of enterprise customer and employee insights programs. Establish best practices for employee listening and customer feedback programs that generate meaningful business insights. Oversee survey programs, feedback collection methodologies, analytics, and reporting processes. Ensure insights are effectively translated into recommendations that improve customer and employee experiences. Partner with business leaders, Human Resources, Communications, and operational teams to strengthen engagement and organizational effectiveness.

• Brand Experience & Customer Engagement: Partner with leadership to ensure customer interactions reflect company values, service commitments, and brand standards. Evaluate customer communications, service processes, and engagement strategies for effectiveness and consistency. Recommend and implement initiatives that strengthen customer trust, loyalty, and advocacy. Drive programs that enhance brand perception and customer engagement across all interactions.

• Customer Analytics & Reporting: Develop and maintain customer experience KPIs, dashboards, scorecards, and reporting frameworks. Analyze customer feedback, employee feedback, survey data, operational metrics, and behavioral trends. Utilize predictive analytics and customer insights to identify emerging risks, opportunities, and improvement areas. Present findings, trends, recommendations, and strategic insights to executive leadership.

• Global Language Translation Services: Lead enterprise language translation services, ensuring consistent delivery of multilingual communications across the organization. Establish governance and standards for language translation, accessibility, and inclusive communications. Manage translation vendors and service providers to ensure quality, efficiency, and compliance. Partner with stakeholders to enhance multilingual communication capabilities and user experiences. Ensure language services support global business needs and regulatory requirements.

• Vendor Management, Governance & Compliance: Manage external vendors, service providers, and strategic partners supporting insights and translation programs. Oversee contract administration, service-level agreements, budgeting, performance measurement, and issue resolution. Drive continuous improvements that increase efficiency, effectiveness, and business value.

• Organizational Leadership & Change Management: Serve as the organization's subject matter expert on customer experience, employee insights, Voice of the Customer programs, and experience management best practices. Foster a culture that prioritizes customer-centric and employee-centric decision making.

• People Leadership: Lead, coach, mentor, and develop a high-performing team focused on customer experience, employee insights, and operational excellence. Foster collaboration, accountability, innovation, and continuous learning. Support talent development and succession planning to strengthen organizational capability.

To be successful in this role you will need the following:

• Customer Experience Strategy & Business Impact: Demonstrated success developing and implementing customer experience strategies that improved satisfaction, engagement, loyalty, retention, and business outcomes.

• Voice of the Customer (VoC) Leadership: Proven experience leading Voice of the Customer (VoC) programs and customer feedback initiatives.

• Listening Strategy & Insights Programs: Experience designing and implementing customer and employee listening strategies, survey programs, and insights initiatives.

• Customer Journey & Experience Design: Strong expertise in customer journey mapping, service design, persona development, experience management, and customer insight methodologies.

• Strategic Analytics & Problem Solving: Exceptional analytical, problem-solving, and strategic thinking skills with the ability to translate data into actionable business recommendations.

• Executive Communication & Stakeholder Influence: Strong communication, presentation, stakeholder management, and executive influencing skills.

• Change Leadership & Customer-Centric Transformation: Experience leading organizational change and driving adoption of customer-centric initiatives.

• Program, Vendor & Service Provider Management: Demonstrated success managing complex cross-functional programs, vendors, and service providers.

• Financial & Operational Governance: Experience overseeing budgets, contracts, performance metrics, and operational governance.

Education/Experience:

• Bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management, Healthcare Administration, Psychology, Organizational Development, or a related field is required.

• Master's degree (MBA, MA, MS, or equivalent) preferred.

• Progressive leadership experience in Customer Experience, Employee Experience, Consumer Experience, Patient Experience, Guest Experience, Member Experience, Brand Experience, Consumer Insights, Market Research, or related disciplines.

• Experience within healthcare, retail, hospitality, consumer services, telecommunications, utilities, transportation, or other customer-centric industries.

• Expertise with customer experience measurement platforms, survey technologies, CRM systems, employee listening tools, and customer analytics solutions.

• Experience leveraging qualitative and quantitative research methodologies to drive customer and employee experience improvements.

• Strong knowledge of customer experience methodologies, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), customer journey mapping, service design, and Voice of the Customer frameworks.

• Familiarity with employee engagement and employee experience measurement practices.

• Knowledge of accessibility requirements, data privacy regulations, and information governance principles.

• Experience supporting global organizations with multilingual communications and language translation programs.