Customer Experience & Analytics Director

The Opportunity

The Customer Experience (CX) Director is a senior-level strategic leader responsible for transforming our Health & Nutrition and Dairy Nutrition businesses into a truly customer‑centric enterprise. This role leads the development and execution of a comprehensive CX strategy that strengthens customer trust, enhances operational efficiency, and drives sustainable business growth. The CX Director partners closely with cross-functional leaders to embed customer-centric principles into decision‑making, elevate critical touchpoints, and champion the voice of the customer across the organization.

This high-impact position influences senior leadership, shapes long-term commercial and operational strategy, and ensures CX initiatives translate into measurable improvements in loyalty, retention, revenue growth, and Perfect Order performance.

The Skills You Will Bring to the Team

Strategic Leadership: Ability to define and implement a CX vision and roadmap aligned with organizational growth, revenue targets, and advocacy goals.

Cross-Functional Influence: Skilled at shaping decision-making, aligning senior leaders, and driving accountability for customer-centric outcomes across Sales, Operations, Supply Chain, Marketing, and HR.

Insight-to-Action Expertise: Strong analytical capability to integrate VoC/VoE insights, customer journeys, personas, and KPIs into actionable business direction.

Experience Design: Proven ability to enhance customer touchpoints—onboarding, order management, delivery, support—and to drive initiatives such as Perfect Order and omnichannel listening.

Change Enablement: Adept at leading enterprise-wide change, promoting customer-centric culture, and embedding CX behaviors into performance systems.

Communication Excellence: Ability to craft compelling, purpose-driven narratives that inspire stakeholders and bring clarity to complex insights and recommendations.

Counsel Business Teams

• Partner with Sales, Operations, Supply Chain, Marketing, and HR to ensure strategic decisions and key initiatives are customer-informed.
• Align cross-functional teams around key CX priorities and support the integration of customer insights into business planning.
• Serve as an enterprise advocate for customer-centricity, ensuring decisions reflect customer needs and long-term value.

Compel Teams to Act on Recommendations

• Translate insights into clear strategic direction and actionable roadmaps.
• Present verbally and visually engaging storytelling that influences senior leadership.
• Drive accountability for CX deliverables and measurable outcomes.

Drive Customer Health & Performance Insights

• Oversee VoC and VoE programs to identify pain points and opportunities.
• Maintain customer personas and journey maps to guide future-state experience design.
• Establish Customer Performance Indicators (CPIs) and elevate metrics such as CSAT, NPS, and Perfect Order.

Required Skills and Qualifications

Strategic CX Advisor: Demonstrated experience developing and leading customer experience, commercial strategy, or transformation initiatives.

CX Framework Expertise: Deep knowledge of CX tools including VoC/VoE, journey mapping, experience governance, and performance benchmarking.

Analytical & Data-Driven: Strong proficiency in CX analytics, dashboards, and data visualization tools.

Influence Without Authority: Exceptional collaboration and influencing skills to engage senior leaders and matrixed teams.

Tech-Savvy: Familiarity with experience management and CRM platforms (e.g., Qualtrics, CRM systems).

Education & Experience:

• Bachelor’s degree in Business, Marketing, or related field; MBA preferred.
• 10+ years of experience in CX or commercial strategy roles.
• B2B and complex supply chain experience strongly preferred

Agility

• Comfortable operating both strategically and in detailed execution.
• Able to build structure and clarity in ambiguous environments.
• Skilled in navigating high complexity and competing priorities.

Collaboration and Communication

• Proven success leading cross-functional teams.
• Skilled at inspiring diverse groups through narrative, insight, and clear communication.
• Strong verbal, visual, and written communication abilities.

Empathy

• Deep understanding of customer expectations, motivations, and challenges.
• Advocates for customer needs across teams and throughout the organization

Where and How You Will Work

This role can based in Illinois, or be remote, with hybrid working arrangements that support flexibility and balance.

What We Would Like to Offer You

• Opportunity to shape enterprise-level CX strategy within a global nutrition leader.
• Continuous learning and development through world-class learning platforms.
• Competitive compensation including bonus, 401K, health & dental, family leave, staff discounts, and more.

About Glanbia

Glanbia is a better nutrition company with three divisions—Performance Nutrition, Health & Nutrition, and Dairy Nutrition. With over 5,800 employees and partnerships with global food and beverage brands, Glanbia delivers award-winning products and ingredients in more than 100 countries.

We celebrate diversity, embrace individuality, and believe that together we are more.

Compensation for roles at Glanbia varies depending on a wide range of factors including but not limited to the specific office location, role, skill set and level of experience.  Glanbia provides a reasonable range of compensation for roles that may be hired in Illinois. This range may not be applicable to other locations. Factors that could be used to determine your actual salary may include your specific skills, years of experience and comparison to current employees already in this role. The typical candidate is hired below midpoint of the range.  The annual salary for IL or remote employees for this role is $140,000 - $175,000 plus an annual bonus.