Director, Customer Experience

Job DescriptionThe 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.
Key Duties & ResponsibilitiesCustomer Experience Leadership
Champion a customer-first culture across all service lines.
Define and implement 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.
Provide mentoring, coaching and guidance to all team members.
Objectively recommend compensation adjustments.
Manage all aspects of performance.
Utilize and maximize 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 behavior.
Program & Service Delivery Management
Oversee the delivery of customer service principles in integrated facilities management.
Integrate 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.
Digital experience enhancements.
Data-driven service optimization.
Process improvements across IO service lines.
Identify operational efficiencies that improve 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 parties including account team members, clients, contractors, and industry bodies to ensure client satisfaction and BGIS's success.
Actively seek additional services work to be performed by BGIS to mutually benefit client and BGIS.
Reporting, Insights & Performance Management
Develop and maintain CX dashboards and reporting frameworks, integrating service performance metrics, customer satisfaction data, and operational KPIs.
Analyze trends across customer feedback, service delivery, and occupancy data to inform decision-making.
Ensure reporting supports client governance requirements and continuous improvement initiatives.
Oversee program resourcing, ensuring alignment with service demand and experience outcomes.
Knowledge & Skills
Strong expertise in 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 outsourced 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
This is a regular, full-time position with a salary range of $110,770 - $138,463 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education, professional designations and performance related to this role.
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