What are the responsibilities and job description for the Customer Experience Project Director position at Inkinen Executive Search?
The Customer Experience Project Director is a strategic leader who can drive enterprise-wide transformation with precision and passion. Armed with deep expertise in project leadership, a strong foundation in food and hospitality operations, and exceptional talent for aligning stakeholders, this role turns strategy into unforgettable customer experiences.
Position Overview
A leading Hawai‘i-based food and hospitality organization seeks a dynamic Customer Experience Project Director to champion enterprise-wide initiatives that elevate the customer journey. This role drives strategic projects across multiple brands and business units, ensuring seamless experiences and improved satisfaction. The position blends leadership, data-driven decision-making, and cross-functional collaboration to create a frictionless customer experience.
Responsibilities
- Lead complex, cross-functional projects focused on improving customer experience.
- Map and analyze customer journeys to identify pain points and opportunities.
- Align stakeholders and manage timelines for enterprise-wide initiatives.
- Drive process improvements and change management with minimal disruption.
- Use data and customer feedback to inform strategy and measure success.
- Facilitate regular updates, meetings, and feedback loops for transparency.
- Act as a resource to infuse the voice of the customer into all business areas.
Skills
- Strong project management and organizational skills.
- Expertise in customer experience strategy and journey mapping.
- Ability to manage complexity and solve problems effectively.
- Skilled in stakeholder engagement and conflict resolution.
- Data analysis and interpretation for strategic decision-making.
- Excellent communication and facilitation abilities.
- Tech fluency (Microsoft Office 365; familiarity with restaurant systems preferred).
Requirements
- Bachelor’s degree in Business Administration, Project Management, or related field.
- Minimum 5 years of experience managing strategic, cross-functional projects, ideally in foodservice or hospitality environments.
- Proven experience in process improvement and enterprise change initiatives.
- Strong analytical, technical, and problem-solving skills.
- Flexible schedule with occasional weekend work.
Salary : $120,000 - $150,000