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For more information about our benefits, see below!
We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."
Overview
The Director, Customer Experience Solutions is responsible for designing and delivering strategic, scalable customer experience (CX) solutions that align with business objectives, improve customer satisfaction, and drive operational efficiency. This role serves as a cross-functional leader who understands business processes, emerging technologies, and the voice of the customer to architect CX solutions that can scale across the organization.
Key Relationships
Executive leadership (C-Suite) to align on overarching CX vision, KPI’s and strategic priorities, technology and design
Customer Service/Support Leadership to optimize customer-facing processes and tools that support change and enable success for front line colleagues
Marketing and Brand teams to ensure CX solutions are grounded in real-time customer feedback and messaging.
IT &Technology teams for integration and deployment of CX platforms and tools
External stakeholder - Vendors, Consultants and end users to design, test, integrate and measure tools
Duties & Responsibilities
Lead the design and delivery of end-to-end customer experience (CX) solutions aligned with journey mapping, brand strategy, and business objectives.
Collaborate with cross-functional stakeholders (Marketing, Product, Technology, Operations, Customer Service) to assess current processes and identify opportunities for improvement.
Translate customer insights and feedback into actionable strategies, solution designs, and measurable improvements.
Analyze and optimize customer interaction processes, addressing inefficiencies and standardizing workflows for consistency and scalability.
Evaluate, recommend, and implement scalable CX technologies (CRM, contact center platforms, automation tools, feedback systems) in partnership with IT and vendors.
Stay current on CX technology trends and emerging solutions, assessing their applicability to enhance customer and business outcomes.
Gather, document, and prioritize business and functional requirements, facilitating solution workshops to align technical capabilities with business needs.
Lead change management initiatives to ensure adoption of new processes and technologies across departments.
Oversee execution of multiple CX initiatives, managing timelines, dependencies, budgets, and resource allocation to deliver measurable impact.
Define KPIs, track performance, and iterate solutions based on data insights, customer feedback, and evolving business needs.
Skills & Competencies
Strategic Leadership – Builds long-term CX strategies aligned to customer journey and business goals; drives innovation and uses data-driven insights to prioritize improvements.
Operational Excellence – Optimizes processes, reduces friction, and leverages CX technologies (CRM, IVR, chatbots, automation) to deliver seamless solutions across functions.
People Leadership – Practices servant leadership, enables change management, and influences stakeholders without direct authority to drive adoption of CX initiatives.
Customer Advocacy – Champions the voice of the customer, applies empathy and emotional intelligence, and develops scalable solutions to address customer pain points.
Communication & Collaboration – Demonstrates executive presence, crafts compelling stories from CX insights, and fosters cross-functional collaboration to align business units.
Education
Bachelor's degree in Business, Information Systems, Customer Experience, or related field (Master’s preferred) OR equivalent years of experience. Equivalent years of experience are defined as one year of applicable professional experience for each year of college requested.
Experience
10+ years of experience in customer experience, digital transformation, or enterprise solution design.
Strong understanding of CX best practices, customer journey mapping, and experience measurement (e.g., NPS, CSAT, CES).
Proven ability to lead cross-functional teams and influence at all levels of the organization.
Experience with project management methodologies (Agile, Scrum, or PMP certification a plus).
Familiarity with CX technologies (e.g., Salesforce, Zendesk, Medallia, Qualtrics, Genesys, etc.).
Exceptional communication, stakeholder management, and analytical skills.
No sponsorship or OPT available
Base Pay Range $148,000 - $196,000/year
While starting pay falls within the given range, it can vary based on factors like geographic location, skills, education, and experience. Total earnings may also be affected by overtime, incentives, commissions, performance, and route assignment (where applicable).
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Why Choose Us?
A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.
Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.
Click here to read more about our Total Rewards Program which includes:
Professional and Personal Growth
Multiple avenues to grow your career
Training and development programs available
Tuition Reimbursement benefits (for FT Colleagues)
Health and Wellness
Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
Savings and Retirement
Work-Life Balance
Vacation days & sick days
Company-paid holidays & floating holidays
A company mindset that prioritizes health, safety, and flexibility
We are looking for individuals who want to make a difference where our customers live and work. Is that you?
This company is a Drug Free workplace.
Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities.
California residents click here to review your privacy rights.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
By applying to this job, you agree to receive initial texts from systems used on behalf of Rentokil North America, Inc., possibly including Workday, Loop, and HireVue. These systems utilize text messages to communicate with you throughout the application, interview, and pre-hire processes. You can set your communication preferences or opt out of text messages from each system at any time following the initial message. Message and data rates may apply.
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