Customer Experience Director

OverviewPosition Title: Customer Experience DirectorReports To: Chief Operating OfficerStatus: ExemptDate: 2025Location: AdministrationDescriptionThe 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.ResponsibilitiesProject Leadership & Execution – cross-functional projects that are central to the organization’s strategic roadmap.Customer Experience Alignment – champion for the customer during transitionProcess Improvement & Change Enablement – organizational communication and customer feedbackLeads 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.Core CompetenciesUnderstanding 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.QualificationsSchedulingMust be flexible and able to work primarily on weekdays, with occasional weekends when neededMust be able to travel to neighbor islands or the continental United States as neededMust have a valid driver’s license and be able to drive to various locationsPreferably based in Hawaii.Physical AbilityMust be able to lift up to 15 poundsOccasional lifting of 20 to 30 poundsStanding/walking up to 4 to 5 hours a dayReaching/bending frequentlyGood speech and hearing necessary for communicating with the staff, employees, managers and the public, talking on the telephone, and conducting trainingSight for performing computer work and paperworkProlonged periods sitting at a desk and working on a computerMental AbilityGood 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 skillsConflict 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 requiredPre-Employment RequirementsMust pass drug screening testMust pass criminal background checkEnvironmental ConditionsAir-conditioned, office environmentEducationBachelor’s degree in Business Administration, Project Management, or Information Systems.Formal education or training in conducting compliance investigations, and/or experience is desirableExperienceFive years of experience managing strategic, cross-functional projects.Data Analysis experienceExperience with enterprise changes and implementation initiatives.Desired SkillsSuperior verbal and written communication skillsTech fluency in restaurant systemsSuperior interpersonal skillsStrong analytical, technical, and problem-solving skillsProficient in Microsoft Office 365, or related softwareSelf-development skills (desire and ability to learn)Able to make good decisions based on neutral fact-findingDesired AttributesMaintain high degree of integrityTeam playerWork under minimal supervisionSelf-motivatedAction-oriented (exercising initiative to follow-up and follow through)High level of accuracyDetail-orientedResponsibleComposed, articulate, confidentDisclaimerPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. #J-18808-Ljbffr