Director, Customer Experience

SUMMARY 

The Director, Customer Experience (CX) is responsible for leading the strategic planning, development, and execution of customer experience programs across client accounts. This role ensures that all integrated facility management services, projects and initiatives are delivered through a customer-centric lens, driving measurable improvements in user experience, service performance, and occupant experience outcomes.

The Director, Customer Experience (CX) oversees the delivery of programs and projects that enhance end-user satisfaction, service accessibility, and effectiveness, while ensuring alignment with BGIS processes and client contractual requirements. This includes integrating experience data (voice of customer, service performance, occupant insights) into decision-making and continuous improvement initiatives. This role is also accountable for leading cross-functional teams, embedding CX principles into service delivery, and driving innovat...