Director, Customer Experience Strategy - Mexico, Nuevo León, San Pedro Garza Garcia

The Role · The Director, Customer Experience Strategy shapes Clarios' long‑term CX vision and roadmap, steering strategic planning, customer journey design, and insight‑driven innovation. The role drives governance, consistency, and best practices in CX strategy while partnering ...

Descripción del trabajo

The Role

The Director, Customer Experience Strategy shapes Clarios' long‑term CX vision and roadmap, steering strategic planning, customer journey design, and insight‑driven innovation. The role drives governance, consistency, and best practices in CX strategy while partnering closely with Marketing, Commercial, and Product teams to ensure alignment with go‑to‑market strategies. The Director also leads the development of the global CX strategic plan and oversees customer journey mapping, persona development, and experience design.

This role sets the tone for customer‑centric strategy, modeling influence, discipline, and collaboration across business units and geographies while managing a team of CX strategy professionals.

What You'll Do (Impact Areas)

Strategic & Innovation Leadership

- Develop and maintain the global CX strategic plan and roadmap.

- Lead customer journey mapping, persona development, and experience design.

- Analyze customer insights, market trends, and competitive benchmarks to inform CX strategy.

- Partner with Marketing, Commercial, and Product teams to align CX with go‑to‑market strategies.

- Collaborate with the CX Transformation Director to drive innovation through the CX Idea & Innovation subprocess.

- Define and track strategic CX KPIs (NPS, CES, CLV).

- Support executive storytelling and business case development for CX investments.

- Facilitate strategic planning sessions and conduct CX maturity assessments.

Team Management

- Lead hiring, coaching, development, and evaluation of CX strategy staff.

Departmental Leadership

- Develop and manage the department budget and quarterly forecasts.

- Oversee consulting, salary, travel, and training budgets for assigned areas.

- Sponsor initiatives to improve employee engagement.

What Success Looks Like

- A clear, executable CX strategic plan aligned with business priorities.

- Mature customer journey frameworks deployed across functions.

- Strong governance and consistency in CX processes and KPIs.

- A high‑performing, engaged CX strategy team.

Core Competencies

- Strategic thinking & analytical rigor.

- CX measurement frameworks & tools expertise.

- Collaboration and influence across functions and geographies.

- Executive communication & storytelling.

- Critical thinking & problem‑solving.

- Leadership, coaching, and team development.

What You Bring (Qualifications)

Required

- Bachelor's degree in Business, Strategy, or related field (MBA preferred).

- 8+ years of experience in strategy, customer experience, or management consulting.

- Strong analytical and strategic thinking skills.

- Experience with CX measurement frameworks and tools.

- Excellent communication and executive presentation skills.

- Proven ability to influence without direct authority.

- Fluent English (additional languages preferred).

- Ability to join global meetings outside normal hours (~4 hrs/week).

- Availability for international travel (~20%).

Work Model & Travel

- Travel required (approx. 20%).

- Participation in global meetings outside standard business hours (~4 hrs/week).

Our Commitment to You

In this role, you will shape the future of customer experience at Clarios by leading enterprise‑wide strategy, driving innovation, and embedding customer‑centricity across the organization.

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About Clarios:

Clarios is the global leader in advanced, low-voltage battery technologies for mobility. Our batteries and smart solutions power nearly every type of vehicle and are found in 1 of 3 cars on the road today. With around 18,000 employees in over 100 countries, we bring deep expertise to our Aftermarket and OEM partners, and reliability, safety and comfort to everyday lives. We answer to the planet with a rigorous sustainability focus – advancing best-in-class sustainability practices and advocating for them across our industry. We work to ensure 100% of our products sold are recyclable, and we recycle 8,000 batteries an hour in our network. You can find more information here (PDF). 

To all recruitment agencies: Clarios does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Clarios employees or any other company location. Clarios is not responsible for any fees related to unsolicited resumes/CVs.

Clarios, LLC is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law, EEO is the Law (supplement), and Pay Transparency Non-discrimination. If you are an individual with a disability and you require an accommodation during the application process, please email

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