Customer Experience Director

POSITION DESCRIPTION

POSITION TITLE: Customer Experience Director

REPORTS TO: Chief Operating Officer

STATUS: Exempt

DATE: 2025

LOCATION: Administration

POSITION SUMMARY:

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.

FUNCTIONAL ACCOUNTABILITIES:

• 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

ESSENTIAL FUNCTIONS:

1. Leads and manages complex, cross-functional projects related to the customer experience from initiation to completion, ensuring alignment with strategic goals.
2. Provides visual representations of the customer journey to assist the organization to pinpoint key touchpoints and identify areas for improvement.
3. Upholds policies and procedures that reinforce the organization's branding strategy and goals.
4. Consults with cross-functional leadership to evaluate and recommend solutions that will facilitate the accomplishment of business goals and produce a frictionless customer experience.
5. Supports cross-functional change management initiatives with minimum disruption to the customer experience.
6. Frequently reviews and analysis data to inform strategic decision-making and provide data-driven insights.
7. Facilitate regular project updates, committee meetings, and feedback loops to ensure transparency and alignment.
8. Proactively manage expectations, resolve conflicts, and drive consensus across diverse teams.
9. Act as a guide and resource for stakeholders in the organization to infuse the voice of the customer into all aspects of the business.
10. Regular review of progress against CX roadmap, with adjustments based on customer feedback and competitive benchmarks.
11. Captures key milestones of customer experience projects and programs to support deadlines and cross-departmental communication.
12. Performs other related duties as assigned.

CORE COMPETENCIES:

• 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.

QUALIFICATIONS:

Scheduling:

• 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.

Physical Ability:

• 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

Mental Ability:

• 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

Pre-Employment Requirements:

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

Environmental Conditions:

• Air-conditioned, office environment

Education:

• Bachelor's degree in Business Administration, Project Management, or Information

Systems.

• Formal education or training in conducting compliance investigations, and/or experience is desirable

Experience:

• Employment or professional history indicates an alignment to company's core values

and philosophies

• Five years of experience managing strategic, cross-functional projects.
• Data Analysis experience
• Experience with enterprise changes and implementation initiatives.

Desired Skills:

• Superior verbal and written communication skills
• Tech fluency in restaurant systems
• Superior interpersonal skills
• Strong analytical, technical, and problem-solving skills
• Proficient in Microsoft Office 365, or related software
• Self-development skills (desire and ability to learn)
• Able to make good decisions based on neutral fact-finding

Desired Attributes:

• Maintain high degree of integrity
• Team player
• Work under minimal supervision
• Self-motivated
• Action-oriented (exercising initiative to follow-up and follow through)
• High level of accuracy
• Detail-oriented
• Responsible
• Composed, articulate, confident

Disclaimer:

Please 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.