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Director, Customer Experience (CX) and Analytics
White Cap
Lead CX strategy, execution and analytics to improve customer experience and drive growth.
9d ago
Expert & Leadership (13+ years)
Full Time
Norcross, GA
Hybrid
Company Size
1,500 Employees
Service Specialisms
Concrete accessories
Chemicals
Tools and equipment
Building materials
Fasteners
Erosion products
Waterproofing products
Safety products
Sector Specialisms
Infrastructure
Buildings
Residential
Commercial
Industrial
Role
What you would be doing
team leadership
analytics reporting
dashboard development
kpi framework
omnichannel strategy
workshop facilitation
- May manage department via multiple layers of managers OR directly supervise a staff of professional individual contributors at the senior or technical advisor level.
- Partners with Marketing, Operations, Product, Sales, IT, and other functions to drive integrated CX solutions. Champions customer-first decision-making across all levels of the organization.
- Leads and develops high-performing teams while fostering a culture of innovation, accountability, and learning. Builds customer experience and analytics capabilities, promotes transparency and continuous improvement in talent practices, and drives inclusive cultural transformation to enhance engagement across all levels.
- Oversees advanced analytics, reporting, and customer insight generation. Develops and maintains dashboards, KPIs, and measurement frameworks to assess customer experience, satisfaction, and loyalty.
- Partners with Strategy, Data Science, and BI teams to translate insights into actionable business strategies.
- Facilitates workshops and governance forums to align leadership on CX priorities.
- Identifies friction points and opportunities to optimize both digital and human interactions to improve customer journeys across channels. Leverages Voice-of-the-Customer (VoC), Voice-of-the-Field (VoF), surveys, and qualitative insights to prioritize experience improvements.
- Decides how to achieve planned results within an organization's plans, policies, and guidelines. May set or change plans/goals within respective department or area.
- Partners with functional and field leadership to embed customer-centricity into omnichannel strategies, processes, and decision-making, and leads cross-functional initiatives that advocate for the customer and enhance their end-to-end journey.
- Defines and executes the enterprise Customer Experience (CX) vision in alignment with White Cap’s strategic objectives.
What you bring
leadership
cx
analytics
bs/ba
10+ yrs
travel
- 10+ years of progressive leadership experience with a strong focus on building and leading CX and Analytic teams.
- Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
- Typically requires BS/BA in a related discipline. Generally 9+ years of experience in a related field, including several years in a management/supervisory capacity.
- Typically requires overnight travel 5% to 20% of the time.
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
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Interview process
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Company
Overview
- Founded with a vision to revolutionize the construction industry, White Cap has become a key player in providing high-quality construction and building materials.
- The company specializes in delivering a broad array of solutions for contractors, with an emphasis on industrial, residential, commercial, and infrastructure projects.
- White Cap supports a range of industries with innovative building materials, equipment, and tools, becoming a trusted partner for both large-scale developments and smaller, specialized projects.
- With a vast distribution network, White Cap offers both local and national supply capabilities, ensuring timely and efficient delivery of essential materials for every project.
- Notable projects include urban infrastructure developments, large residential complexes, and government and commercial facilities, where White Cap consistently provides value-driven, reliable materials.
- The company stands out for its commitment to offering a comprehensive product portfolio, empowering contractors with everything they need to get the job done right, from tools to construction supplies.
- White Cap’s dedication to quality and service has helped establish long-lasting relationships with its clients and foster an environment where collaboration and expertise thrive.
- Customer First - We are passionate about exceeding the expectations of our customers.
- Continuous Improvement - We are committed to continuously improving everything we do.
- Results Driven - We strive for excellence and deliver measurable results.
- Accountability - We take ownership of our actions and decisions.
- Teamwork - We work together to achieve shared goals and success.
- Safety - We prioritize the safety and well-being of our people and our communities.
Net Zero Target
2050 Goal
Aims to achieve net-zero emissions by 2050 through comprehensive strategies across operations and product lifecycle.
- Focus on reducing carbon emissions in operations and products.
- Engagement in responsible sourcing and sustainable product offerings.
- Implementation of energy-efficient technologies and practices.
- Commitment to waste reduction and recycling programs.
- Partnering with stakeholders to promote environmental stewardship.
- Commitment to fostering an inclusive culture where all employees feel valued and respected.
- Ongoing development of leadership programs to advance diverse talent.
- Focus on creating a diverse and inclusive workforce through recruitment, training, and community outreach.
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