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 innovation across BGIS. 

KEY DUTIES & RESPONSIBILITIES 

Customer Experience Leadership

• Champion a customer-first culture across all service lines.
• Define and implement Customer Experience (CX) strategies, frameworks, and service standards aligned to client expectations and contractual KPIs.
• Lead Voice of Customer (VoC) programs, including surveys, feedback loops, and service performance insights.
• Translate client and end-user feedback into actionable service improvements and program enhancements.
• Partner with account and operations teams to implement experience-driven service design, journey mapping, and service optimization initiatives.
• Establish and track CX KPIs (e.g., satisfaction, service responsiveness, experience scores) and ensure accountability across delivery teams.

People Leadership

• Full involvement with recruiting talent.
• Provides mentoring, coaching and guidance to all team members.
• Objectively recommends compensation adjustments.
• Manages all aspects of performance.
• Utilizing and maximizing team skills with a focus on professional development.

Change Management & People Development 

• Lead, coach, and develop a team focused on service excellence and customer experience delivery.
• Build team capability in CX methodologies, data-driven decision-making, and service design principles.
• Drive performance management aligned to both operational KPIs and customer experience outcomes.
• Foster a culture of continuous improvement, accountability, and client-centric behaviour.

Program & Service Delivery Management

• Oversee the delivery of customer service principles in the delivery of integrated facilities management 
• Integrate Customer Experience (CX) principles into end-to-end service delivery, including service design, mobilization, steady-state operations, and continuous improvement initiatives.
• Embed CX considerations into program and service governance, including planning, execution, performance monitoring, and post-implementation review.
• Leverage change management frameworks to support service transitions, operational changes, and technology adoption, ensuring consistent and positive end-user experiences across all IFM services.

Innovation & Continuous Improvement

• Drive innovation in customer experience delivery, including: 
• Digital experience enhancements
• Data-driven service optimization
• Process improvements across IO service lines
• Identify operational efficiencies that improve both client experience and cost performance.
• Share best practices and lessons learned across accounts and teams.

Client Relationship & Business Development

• Effective and proactive communication with all relevant concerned parties including account team members, clients, contractors, and industry bodies (as required) to ensure client satisfaction and BGIS’s success.
• Actively seeks additional services work to be performed by BGIS to mutually benefit the client and BGIS. 

Reporting, Insights & Performance Management

• Develop and maintain CX dashboards and reporting frameworks, integrating: 
  • Service performance metrics
  • Customer satisfaction data
  • Operational KPIs
• Analyze trends across customer feedback, service delivery, and occupancy data to inform decision-making.
• Ensure reporting supports both client governance requirements and continuous improvement initiatives.
• Oversee program resourcing, ensuring alignment with service demand and experience outcomes.

KNOWLEDGE & SKILLS

• Strong expertise in Customer Experience (CX), service design, or customer experience programs. 
• Advanced project and program management capabilities. 
• Experience with data analytics, KPI development, and performance dashboards. 
• Strong knowledge of outsource service provider and/or IFM service delivery models
• Experience working with government clients. 
• Proven ability to translate customer insights into operational improvements. 
• Excellent stakeholder management and communication skills. 
• Experience with change management and service transformation initiatives.

Licenses and/or Professional Accreditation

• Project Management accreditation (PMP or equivalent) 
• Change Management certification (e.g., Prosci) preferred 
• Customer Experience certification (e.g., CXPA, service design) considered an asset