Customer Experience Excellence Lead

Customer Experience Excellence Lead

At Pentair, we are dedicated to providing sustainable water solutions that improve the lives of people and the planet. Our Customer Experience Excellence Lead role is available in Bishop Woods, WI, where you will play a crucial part in transforming how we interact with our customers.

About the role

The Customer Experience Excellence Lead will drive the execution of our Customer Experience roadmap, focusing on Water Quality Management. This role involves partnering with Customer Experience leadership and key stakeholders to implement transformative initiatives that enhance customer service performance, technology adoption, and customer outcomes.

Responsibilities

• Drive implementation of customer service process improvements that increase efficiency, consistency, and customer satisfaction.
• Lead process mapping, workflow redesign, and documentation efforts across key customer-facing processes.
• Develop and implement Standard Operating Procedures (SOPs), training materials, knowledge management resources, and operational standards.
• Build KPI dashboards, reporting tools, and performance management routines that drive visibility and accountability.
• Support adoption and optimization of Salesforce, SAP S/4 Hana, Power BI, and other customer service technologies.
• Own the creation and population of performance KPIs that provide actionable insights to inform operational focus and strategic direction.
• Establish sustainable operating disciplines that improve execution, transparency, and customer outcomes.
• Lead cross-functional initiatives and influence stakeholders without direct reporting authority to achieve business objectives.

Requirements

• Bachelor's degree is preferred or equivalent combination of education and experience.
• 5+ years of experience in customer service operations, customer experience, operational excellence, business transformation, continuous improvement, or related fields.
• Demonstrated experience leading customer service or customer experience transformation initiatives.
• Strong working knowledge of Salesforce and customer service technologies.
• Proven ability to drive results through cross-functional collaboration in a matrixed environment.
• Strong analytical, process improvement, problem-solving, and execution skills.
• Demonstrated experience personally designing, building, and implementing customer service improvements, not simply managing projects—including processes, SOPs, reporting solutions, system enhancements, training programs, knowledge management tools, or operational workflows that delivered measurable business results.
• Able to balance strategic thinking with hands-on execution.
• Experience driving customer service transformation.
• SAP experience, preferred S/4 Hana.
• Experience developing KPI dashboards, scorecards, and reporting frameworks.
• Experience creating SOPs, knowledge management tools, training programs, and operational standards.
• Strong change management and stakeholder influence skills.
• Able to identify opportunities, remove barriers, and deliver sustainable improvements.
• A hands-on leader with a strong bias for action, intellectual curiosity, and passion for improving customer experience.

Qualifications

• Bachelor's degree is preferred or equivalent combination of education and experience.
• 5+ years of experience in customer service operations, customer experience, operational excellence, business transformation, continuous improvement, or related fields.
• Demonstrated experience leading customer service or customer experience transformation initiatives.
• Strong working knowledge of Salesforce and customer service technologies.
• Proven ability to drive results through cross-functional collaboration in a matrixed environment.
• Strong analytical, process improvement, problem-solving, and execution skills.
• Demonstrated experience personally designing, building, and implementing customer service improvements, not simply managing projects—including processes, SOPs, reporting solutions, system enhancements, training programs, knowledge management tools, or operational workflows that delivered measurable business results.
• Able to balance strategic thinking with hands-on execution.
• Experience driving customer service transformation.
• SAP experience, preferred S/4 Hana.
• Experience developing KPI dashboards, scorecards, and reporting frameworks.
• Experience creating SOPs, knowledge management tools, training programs, and operational standards.
• Strong change management and stakeholder influence skills.
• Able to identify opportunities, remove barriers, and deliver sustainable improvements.
• A hands-on leader with a strong bias for action, intellectual curiosity, and passion for improving customer experience.

Pay

The anticipated annualized base pay range for this full-time position working at this location is from $95,500 - $177,300 per year. Actual compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, work location, and other relevant business or organizational needs.

Schedule

This position may be eligible for other forms of compensation such as, annual incentive bonus.

Benefits

As a Pentair employee, you would enjoy a wide array of benefit options to help keep you and your family healthy and protected, including health benefits, a generous 401(k), employee stock purchase program, disability benefits, life insurance, critical illness insurance, accident insurance, parental leave, caregiver leave, tuition reimbursement, plus paid time off and wellness programs to encourage a healthy work/life balance.

Equal Opportunity Employer

Pentair is an Equal Opportunity Employer. With our expanding global presence, cross-cultural insight and competence are essential for our ongoing success. We believe that a diverse workforce contributes different perspectives and creative ideas that enable us to continue to improve every day.