Customer Experience Leader

At Atmus, employees are viewed as people first, then colleagues. We give you the freedom and flexibility to do what you’re good at and make an impact. Work alongside today’s most innovative thinkers and help shape the future with Atmus. We are looking for a talented Customer Experience Leader. Location: Nashville TN or Indianapolis, Indiana – Onsite with Flexibility (3 days in office, 2 remote) Travel : Up to 25% The Customer Experience Leader is a cross-functional role within the Customer Experience organization at Atmus Filtration Solutions. This individual serves as the operational engine behind our internal / external customer focus, owning the program management infrastructure, driving accountability across functional leads, whilst building the internal culture necessary to deliver extraordinary customer outcomes. CX Program Management & Cross-Functional Accountability • Own Customer Focus 2.0 master program plan — tracking milestones, dependencies, and deliverables across all phases (Foundation through Sustain) • Serve as the primary point of accountability for functional leads (Supply Chain, Commercial, Digital/IT, Operations, etc.) to ensure CX commitments are met on schedule • Design and facilitate regular cross-functional CX review cadences; prepare executive-ready readouts with clear status, risk flags, and action recommendations • Maintain and evolve the CX governance model including RACI frameworks, decision rights, and escalation paths • Identify blockers, surface competing priorities, and drive resolution without formal authority — influencing through data and relationships • Track and report on CX KPIs including NPS, Customer Effort Score (CES), Ease of Business scores, and operational metrics tied to top VOC themes Voice of Customer (VOC) & Surveying • Partner with the CX Director and analytics teams to evolve the enterprise NPS and satisfaction surveying program — expanding coverage, cadence, and segmentation • Own day-to-day administration of VOC platforms; ensure data quality, timely distribution, and closed-loop follow-up processes • Synthesize VOC data (NPS comments, theme analysis, CES) into clear narratives that connect customer feedback to functional ownership and action planning • Develop and maintain customer journey maps that visualize current-state pain points across key touchpoints — from order placement to post-sale support • Facilitate VOC workshops with regional teams to translate insights into localized action plans aligned with enterprise priorities • Monitor competitive feedback signals and market benchmarks to contextualize internal data and sharpen prioritization Internal CX Programming, Education & Culture • Develop and execute the internal Customer Focus programming calendar — including education campaigns, toolkits, recognition programs, and cultural initiatives • Own the 'It's Just One…' behavioral campaign and future internal CX communications — building common language and shared accountability across the enterprise • Design and manage the customer visibility events program (onsite employee engagement events that deepen customer understanding) from concept through execution • Curate and distribute customer win stories, journey maps, and VOC highlights through internal channels (Viva Engage, facility signage, leadership communications) • Build and maintain a CX learning library — resources, frameworks, and enablement tools that help functional teams apply CX principles in their day-to-day decisions • Partner with HR and Communications to integrate customer-focus into onboarding journeys and manager enablement programs Data Analysis & Journey Intelligence • Conduct ongoing analysis of VOC data, operational metrics, and customer behavior patterns to identify friction points and emerging themes • Develop and maintain customer journey maps for priority segments — documenting moments of truth, pain points, and improvement opportunities with quantified impact • Build and manage dashboards (CRM, BI tools) that give functional leads real-time visibility into CX performance against their owned metrics • Support loyalty and tiered customer programming by analyzing customer segment behavior, retention patterns, and engagement data to inform program design • Contribute to the digital strategy roadmap by providing CX data inputs that prioritize foundational experience improvements Required Experience 5–8 years in customer experience, CX program management, or a related role with demonstrated cross-functional influence Proven track record managing complex, multi-stakeholder programs with competing priorities and without direct authority over contributors Hands-on experience with VOC/NPS platforms (Medallia, Qualtrics, Salesforce Service Cloud, or similar) and survey program management Demonstrated ability to synthesize quantitative data and qualitative feedback into compelling, actionable narratives Experience designing or facilitating customer journey mapping sessions Strong executive communication and presentation skills — ability to distill complexity into clear, decision-ready insights Experience developing and executing internal culture or education programs Preferred Experience B2C or B2B2C background — particularly in industries with distributor/dealer networks or tiered customer models Experience with loyalty program design, tiered customer programming, or retention strategy Familiarity with data visualization tools (Power BI, Tableau, or similar) Background in or exposure to CRM platforms — Salesforce preferred Experience in a manufacturing, industrial, or filtration environment is a plus but not required Certification in Customer Experience (CCXP), Project Management (PMP), or Agile is advantageous Experience with digital experience design or working alongside UX/product teams on customer-facing platforms Core Competencies Cross-functional influence without authority Data-to-story translation Journey mapping & customer empathy Program management discipline VOC design and administration Internal communications & culture building Stakeholder management & facilitation Loyalty and retention thinking Executive presence & presentation Bias toward action and accountability Education Bachelor's Degree - Marketing, Business or Communications preferred. Base salary range: $118,138 to 131,263 /year Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate’s qualifications and experience, where appropriate. Compensation and Benefits Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Medical/Dental/Life Insurance, Health Savings Account, other personal and professional benefits. Atmus and E-verify At Atmus, we are proud to be an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Atmus will validate the right to work using E-Verify. Atmus will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.