Senior Director, Global Customer Experience (Brecksville, OH, US, 44141-3247) presso Lubrizol

Job type: Full-time/Exempt/Hybrid

About Lubrizol

The Lubrizol Corporation, a Berkshire Hathaway company, is a specialty chemical company whose science delivers sustainable solutions to advance mobility, improve wellbeing and enhance modern life. Founded in 1928, Lubrizol owns and operates more than 100 manufacturing facilities, sales, and technical offices around the world and has about 8,000 employees. For more information, visit www.Lubrizol.com.  

We value diversity in professional backgrounds and life experiences. By enabling a consistent, unbiased, and transparent recruitment process, Lubrizol seeks to create a positive experience for candidates so we can get to know them at their best. We recognize unique work and life situations and offer flexibility, ensuring our employees feel engaged and fulfilled in every aspect of life.

Join Our Thriving Team at Lubrizol as the Senior Director, Global Customer Experience

Unleash Your Potential. At Lubrizol, we're transforming the customer experience landscape and looking for exceptional talent to join us on this journey. If you are ready to join an international company with talent around the world and want to make a real impact, we want you on our team.

What You'll Do:

As the Senior Director, Global Customer Experience, you'll be at the forefront of our innovation, driving a multi-year transformation of our global customer service organization. You'll collaborate with a diverse group of passionate individuals to deliver sustainable solutions that elevate customer satisfaction, loyalty, and lifetime value. Your work will directly impact on how Lubrizol delivers seamless, customer-first experiences across the enterprise.

Strategic Leadership & Transformation

• Lead the global transformation of the customer service department, aligning CX strategy with business objectives and growth targets.
• Define and execute a multi-year roadmap to elevate customer satisfaction, loyalty, and lifetime value.
• Champion a culture of continuous improvement, innovation, and customer-centricity across all touchpoints.

Executive Collaboration

• Serve as a trusted advisor to the Global Supply Chain Leadership Team and Lubrizol Executive Leadership Team, providing insights and recommendations on customer trends, pain points, and strategic opportunities.
• Collaborate cross-functionally with Product, Technology, Operations, and Marketing to ensure seamless customer journeys and unified service delivery.
• Present CX performance metrics, transformation progress, and strategic initiatives to the Board and senior stakeholders.

Risk Management & Governance

• Develop and implement customer-related risk policies, procedures, and controls to ensure compliance, mitigate reputational risk, and enhance operational resilience.
• Establish governance frameworks for customer feedback, issue escalation, and resolution protocols.
• Monitor regulatory developments and ensure CX practices align with global standards and expectations.

Operational Excellence

• Oversee global customer service operations, including global capability centers, digital support channels, and field service teams.
• Drive adoption of advanced technologies (AI, automation, analytics) to improve efficiency and personalize customer interactions.
• Define and track KPIs such as NPS and first-contact resolution to measure impact and guide decision-making.

Skills That Make a Difference:

• Bachelor’s degree required; advanced degree in supply chain or business management preferred.
• 10+ years of leadership experience in customer experience, service operations, or transformation roles within a global organization.
• Proven success in leading enterprise-wide CX transformations and managing large, distributed teams.
• Strong understanding of risk management, compliance, and governance in customer-facing environments.
• Exceptional communication, stakeholder management, and change leadership skills.
• Experience with digital tools, CRM platforms, and customer analytics.
• Professional certification in customer service (e.g., CCXP, CCSM) is a plus. 

Perks and Rewards That Inspire:

• Competitive salary with performance-based bonus plans 

• 401K Match plus Age Weighted Defined Contribution 

• Competitive medical, dental & vision offerings 

• Health Savings Account 

• Paid Holidays, Vacation, Parental Leave 

• Flexible work environment 

Learn more at benefits.lubrizol.com! 

Ready for your next career step? Apply today and let's shape the future together! 

It’s an exciting time to be part of Lubrizol. Lubrizol is not staying put. We are continually learning and evolving. Our passion delivers our success — not only for Lubrizol but for those who count on us every day: our employees, customers, and communities. 

We work with a relentless commitment to operate safely and responsibly, keeping safety, sustainability, ethics and compliance at the forefront of everything we do. The well-being of our employees, customers and communities is paramount to our culture and in the way we approach our work. 

As a diverse, global team, we work together to solve some of the world’s most pressing challenges. We impact everyday lives through science only Lubrizol can deliver, and we never stop pushing to do it better.  

One of the founding principles of The Lubrizol Corporation more than 90 years ago was treating every employee with dignity and respect. That same commitment is only stronger today.  

More than that, we are committed to providing an environment where every employee can be the best they can be, no matter their race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic.  

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