Director of Customer Experience

Join the Waynes Team
At Waynes,we believe that meaningful service begins with meaningful relationships. Were not just in the business of pest control and lawn care, were in the business of delivering peace of mind and lasting value to the families and communities we serve. As a proud part of the Anticimex Group, a global leader in preventive pest control with over 8,000 employees across 19 countries, we bring the stability of a global brand with the heart of a hometown team.

We are seeking a dynamic, innovative, and results-driven Director of Customer Experience to lead our customer-centric initiatives. This executive-level role is responsible for designing, implementing, and optimizing strategies that enhance every aspect of the customer journey, ensuring exceptional service and satisfaction at every touchpoint. The Director will collaborate with cross-functional teams to foster a culture of excellence, drive process improvements, and position Waynes Pest Control as the provider of choice for pest management solutions.

Why Youll Love Working With Us

• A Culture Built on Values: Integrity. Courage. Perseverance. Character. These arent just wordsthey guide every decision we make and every service we deliver.

• A Company That Invests in You: We know that when our team members feel supported, fulfilled, and empowered, they create amazing experiences for our customers.

• A Commitment to Quality: "Every little thing matters. A lot." This isn't just our motto, it's our way of life. You'll join a team that constantly strives to raise the standard, not just in our industry, but across all service sectors.

Whats in It for You?

• Competitive Salary

• Comprehensive Benefits

• Medical, dental, and vision coverage

• Employer-paid life insurance and short-term disability

• 401k with company match

• Paid time off 8 paid holidays

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with company goals and brand values.

• Lead, mentor, and inspire the Customer Experience team, setting clear objectives and ensuring professional growth and high performance.

• Analyze customer feedback, market trends, and operational data to identify opportunities for service improvement.

• Collaborate closely with Operations, Sales, Marketing, and IT to streamline processes and eliminate customer pain points.

• Oversee the design and implementation of customer communication channels and feedback loops.

• Drive initiatives to increase customer loyalty, retention, and advocacy.

• Establish and monitor key performance indicators (KPIs) for customer satisfaction, Net Promoter Score (NPS), and service quality.

• Foster and champion a workplace culture where People Matter - leading, mentoring, and inspiring teams to create meaningful connections, deliver exceptional experiences, and achieve outstanding Employee Net Promoter Scores (eNPS).

• Develop training programs for frontline staff to ensure consistent, high-quality interactions with customers.

• Represent the voice of the customer in strategic planning and decision-making.

• Stay up-to-date with industry best practices and emerging trends in customer experience management.

Qualifications

• Bachelors degree in Business Administration, Marketing, Communications, or related field, or equivalent work experience.

• 7 years of progressive experience in customer experience, customer service, or related leadership roles, preferably within service industries.

• Proven track record of designing and implementing successful customer experience programs.

• Exceptional leadership and team development skills.

• Strong analytical and problem-solving abilities.

• Excellent communication, presentation, and interpersonal skills.

• Proficiency with customer relationship management (CRM) tools and data analytics platforms.

• Ability to thrive in a fast-paced, evolving environment.

Experience and License Requirements

• Customer Service
• Leadership