Director of Customer Enablement

Legrand is the global specialist in electrical and digital building infrastructures. Its comprehensive offering of solutions for residential, commercial, and datacenter markets makes it a benchmark for customers worldwide. Legrand, North & Central America offers comprehensive medical, dental, and vision coverage, as well as distinctive benefits like a high employer 401K match, paid time off (PTO) and holiday pay, short-term and long-term disability benefit plans, above-benchmark paid maternity and parental leave, bonus opportunities in accordance with the Company's incentive plans, paid time off to volunteer, and an active/growing Employee Resource Group network. For more information, visit legrand.us.At a GlanceLegrand has an exciting opportunity for a Director of Customer Enablement to join the Legrand North America Team. In this role, you will lead the cross-divisional Customer Experience (CX) working group, hold accountability for digital and non-digital growth metrics, drive alignment within our centralized marketing organization. There is also opportunity to build a specialized team of Customer Enablement and Growth Specialists to establish systematic customer research loops and translate findings into clear, long-term enablement roadmaps in the future. What Will You Do? User Research & Customer Insight GenerationResearch Program Execution: Design and execute comprehensive, ongoing user research programs-including direct customer outreach, qualitative interviews, customer panels, and quantitative survey data-to uncover core friction points and untapped growth opportunities.Cross-Divisional CX Leadership: Lead and scale the cross-divisional Customer Experience (CX) working group, leveraging their divisional access to gather frontline customer insights and align research findings across the enterprise.Strategic Insight Synthesis: Synthesize complex research into clear, executive-level insights that justify strategic goals and validate investments. Growth Strategy & Enablement Road MappingMulti-Year Roadmaps: Build and maintain multi-year Customer Enablement Roadmaps designed specifically to drive both non-digital and digital adoption, increase feature utilization, and accelerate time-to-value for customers.Digital Experience Partnership: Work closely with central Digital Experience teams to ensure new capabilities directly address validated user research findings and strategic growth opportunities.Global Scaling: Partner with divisional teams to identify scalable enablement programs that can be developed centrally and rolled out globally to maximize commercial return. Performance Metrics, Analytics & Team LeadershipGrowth Metrics & Reporting: Define, track, and report on key growth and enablement metrics, including digital adoption rates, customer retention, platform engagement, depth of product or platform usage, and expansion opportunities.Team Building & Coaching: Lead a team of Customer Enablement and Customer Growth Specialists, instilling a data-driven mindset focused on measurable customer outcomes.Optimization & Feedback Loops: Establish rigorous testing, baseline metrics, and feedback loops to continuously evaluate and optimize the business impact of customer enablement programs.Enablement Impact: Measurable improvement in customer-facing processes, sales and CSR readiness, customer education adoption, self-service effectiveness, and reduction of recurring customer friction points.Required Skills & Experience* 8+ years of relevant experience in Customer Experience (CX), Customer Growth, Digital Strategy, or Market Research within a complex, multi-brand/matrixed organization.* Expert in qualitative and quantitative user research techniques, customer feedback collection, and market research methodologies that yield high-converting strategic insights.* Proven track record of leveraging data, analytics, and performance metrics to drive adoption of digital tool and platforms, customer retention, and revenue expansion.* Strong ability to synthesize complex data & insights into clear growth narratives that align diverse cross-divisional stakeholders behind a unified digital vision. Key Success Metrics* Quantitative increase in active digital ecosystem adoption, feature utilization, and customer retention metrics across all four divisions.* Establishment of a predictable, enterprise-wide customer research cadence that continuously feeds validated insights into the Center for Enablement (C4E) roadmap.* Successful recruitment and integration of the Customer Enablement / Growth Specialist team to support long-term initiatives.