Director, Global Customer Insights & Experience

Director, Global Customer Insights & Experience

The Director, Global Customer Insights and Experience is responsible for leading the enterprise strategy, governance, and execution of customer and employee listening programs, Voice of the Customer ( VoC ), customer experience transformation, and global language translation services. This role serves as the organization’s champion for customer and employee insights, leveraging data, feedback, and analytics to improve satisfaction, engagement, loyalty, retention, and overall experience outcomes.

The Director partners with executive leadership and cross-functional stakeholders to translate customer and employee feedback into actionable business strategies, improve customer journeys, strengthen brand experience, and drive customer-centric decision making across the organization. This leader oversees customer and employee insights programs, customer analytics, global translation services, vendor management, compliance, budgeting, and organizational change initiatives while fostering a culture focused on continuous improvement and exceptional experiences. The preferred location for this role is Nashville, TN. Qualified candidates who are currently working remote outside of the Nashville commuting area or alternate corporate sites will be considered.

In this role, you will make an impact in the following ways:

Voice of the Customer & Employee Strategy: Develop and lead the strategy for the Voice of Customer and Voice of Employee programs. Translate customer insights into actionable recommendations that improve customer outcomes and business performance. Serve as a trusted advocate for customer needs, expectations, and experiences across Cummins.

Customer Experience Strategy: Develop and execute enterprise-wide customer experience strategies aligned with organizational objectives. Define and maintain customer experience standards across all customer touchpoints. Identify opportunities to improve customer satisfaction, retention, loyalty, and advocacy. Partner with leadership to ensure customer experience remains a strategic business priority.

Customer Journey & Service Design: Lead customer journey mapping initiatives to understand customer interactions throughout the customer lifecycle. Identify friction points, service gaps, and opportunities for experience enhancement. Ensure service delivery consistently aligns with customer expectations and business objectives.

Customer and Employee Insights Programs Lead the strategy, planning, implementation, and administration of enterprise customer and employee insights programs. Establish best practices for employee listening and customer feedback programs that generate meaningful business insights. Oversee survey programs, feedback collection methodologies, analytics, and reporting processes. Ensure insights are effectively translated into recommendations that improve customer and employee experiences. Partner with business leaders, Human Resources, Communications, and operational teams to strengthen engagement and organizational effectiveness.

Brand Experience & Customer Engagement: Partner with leadership to ensure customer interactions reflect company values, service commitments, and brand standards. Evaluate customer communications, service processes, and engagement strategies for effectiveness and consistency. Recommend and implement initiatives that strengthen customer trust, loyalty, and advocacy. Drive programs that enhance brand perception and customer engagement across all interactions.

Customer Analytics & Reporting: Develop and maintain customer experience KPIs, dashboards, scorecards, and reporting frameworks. Analyze customer feedback, employee feedback, survey data, operational metrics, and behavioral trends. Utilize predictive analytics and customer insights to identify emerging risks, opportunities, and improvement areas. Present findings, trends, recommendations, and strategic insights to executive