Director II Customer Experience

Category/Area of Expertise: Internal Store Operations Support
Job Requisition: 488325
Address: USA-MA-Quincy-1385 Hancock Street
Store Code: SS - Executive Administration- (2765166)

Here at Stop & Shop, we've been serving our customers and neighborhoods for more than a century. A lot has changed in that time, but one thing hasn't: Stop & Shop is a place where everyone can thrive and feel like they're part of family.

Our more than 50,000 associates enjoy competitive salaries, comprehensive benefits and discounts to support professional and personal journeys and flexibility that fits their lives.

We invite you to pull up a seat and discover the ways you can make an impact. There's always room at our table!

The purpose of the Director of Customer Experience is to create and lead the customer experience (CX) strategy and its execution for Stop & Shop to measurably reduce customer effort, increase satisfaction, and drive positive business outcomes. This role is paramount in defining and identifying trends of customer friction across all customer touchpoints by leveraging strong analytical skills interpreting complex data and translating insights into actionable plans. This position is responsible for proactively designing and delivering moments of delight that foster exceptional customer satisfaction, deepen loyalty, and cultivate strong brand advocacy. This leader will champion and drive a customer-centric culture, ensuring every omnichannel customer interaction is seamless, consistent, and genuinely positive by aligning all CX efforts with broader business objectives. This role works cross functionally across the brand and ADUSA functions.

What we ask of you:

STRATEGY & LEADERSHIP

• Create and lead a compelling customer experience strategy that intrinsically links with Stop & Shop's brand values, business goals, and competitive landscape
• Translate the customer experience strategy into actionable roadmaps, initiatives, and KPIs, with a particular focus on reducing customer effort and maximizing positive emotional responses
• Champion a customer-centric mindset across all corporate support functions and store operations, ensuring every team understands their role contributing to a positive customer experience
• Lead the comprehensive mapping of end-to-end customer journeys (in-store, online, mobile, delivery, customer service) to pinpoint specific pain points and sources of friction, as well as untapped opportunities for delight
• Design and implement strategic solutions to eliminate identified friction points and optimize key touchpoints, ensuring a streamlined, intuitive, and efficient experience
• Proactively identify and address customer obstacles and anticipate needs to transform potential frustrations into moments of pleasant surprise
• Analyze customer data, feedback, and market trends to derive actionable insights, prioritizing initiatives that will remove barriers and foster positive sentiment
• Report on key CX metrics (e.g., NPS, CSAT, Brand Health, customer retention, churn), emphasizing the impact of friction reduction and delight creation on business outcomes
• Foster a culture of empathy, service excellence, and continuous improvement throughout the organization, where every employee understands their role in shaping a positive and friction-free customer journey

STRATEGIC COLLABORATION

• Serve as a brand lead for all customer experience-related matters, fostering collaboration and breaking down silos to ensure a unified effort in optimizing the customer journey
• Serve as brand lead working with ADUSA Consumer and Decision Sciences to co-manage a robust Voice of the Customer (VOC) program, utilizing diverse channels (surveys, social media, online reviews, focus groups, direct feedback) to gather continuous customer insights, specifically focused on uncovering sources of friction and opportunities for delight

• Partner with Brand leadership and respective support area owners to establish alignment on implementation, resources, budget, approach, and timing on strategic priorities

• Partner closely with key departments including Operations, Merchandising, Supply Chain, Human Resources, IT, Marketing and Strategy to ensure CX initiatives are deeply integrated and effectively executed
• Collaborate with Human Resources and Operations to develop and implement customer-centric training programs for store associates and corporate teams, emphasizing the importance of empathy, problem-solving to remove friction, and going the extra mile to create positive memories
• Influence product development, service design, and operational processes to embed customer needs from the outset, proactively designing out friction and building in opportunities for delight

INNOVATION & TECHNOLOGY ADOPTION

• Stay abreast of industry best practices, emerging CX technologies (e.g., AI, personalization tools, advanced analytics), and consumer trends in the retail and grocery sectors, with an eye towards leveraging technology and enabling personalized moments of delight
• Recommend and implement innovative solutions to enhance the customer experience, such as streamlined checkout processes, personalized recommendations that genuinely surprise and satisfy, or improved self-service capabilities that reduce effort

TEAM LEADERSHIP & PERFORMANCE

• Lead, manage, and develop five managers

• Set team priorities and assess team performance

• Manage customer experience leadership meetings to facilitate business updates and initiatives

What you bring to the table:

• Bachelor's degree required; Master's degree preferred
• 10 years of experience in Customer Experience, Customer Service, or related roles, with at least 5 years in a leadership or strategic capacity, preferably within the retail or grocery industry
• Experience supervising manager-level direct reports and influencing cross-functional indirect reports and leadership
• Deep understanding of the retail customer journey, both in-store and online, with a keen eye for opportunities to simplify and enhance every interaction
• Strong business, operational, and financial acumen with ability to provide advanced insight and synthesize large quantities of quantitative data

• Strong cross-functional leadership and communication skills
• Strong analytical, strategic thinking, and problem-solving skills
• Demonstrated ability to develop and drive customer experience strategies
• Highly motivated, results-oriented, and a self-starter
• Ability to manage and prioritize multiple projects at once

• Excellent communication skills, oral and written
• Proficiency in customer experience measurement methodologies, tools, and platforms
• Strong Word, Excel, PowerPoint, and Power BI skills
• Strong change management skills including building a common goal, engaging with stakeholders, inspiring action and adoption
• Deep active listening and empathy skills
• Solid influencing skills

What we bring to the table:

• Culture committed to celebrating diverse backgrounds and experiences
• Comprehensive benefits
• Opportunities for professional development and career growth
• Associate discounts
• Team of associates dedicated to serving our local customers and supporting our communities

If you are passionate about customer service, thrive in a dynamic environment, and are committed to making a difference, we invite you to apply .

The salary range for this position is $185,840 -$278,760 and will be commensurate with background, experience as well as internal equity.

Stop & Shop is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.

Salary : $185,840 - $278,760