Customer Experience Program Lead

Customer Experience Program Lead

We are looking for a motivated and experienced Customer Experience Program Lead to help shape, strengthen, and continuously evolve our European Customer Experience Management (CXM) program within the Commercial Excellence team. In this role, you will play a key part in advancing our Customer First strategy and contributing to our broader digital transformation journey.

You will drive the deployment and improvement of CXM practices across Europe, partnering closely with countries, regions, and central teams. By translating the Voice of the Customer into actionable insights, you will help shape how customers experience our sales and service engagements.

This role offers the opportunity to work in a truly pan-European environment, engaging with a diverse stakeholder community and contributing to structured CX processes, including listening programs and closed-loop follow-up actions.

Responsibilities

• Lead and manage CXM initiatives and related commercial processes at European and country levels, driving impact on customer satisfaction, commercial performance, and revenue growth.
• Monitor, analyse, and interpret customer feedback, satisfaction data, and key commercial/operational KPIs to identify trends, deviations, and improvement opportunities.
• Design, refine, and maintain European listening programs and CX platforms to ensure relevance, consistency, and quality across all markets.
• Strengthen and scale the closed-loop follow-up process, ensuring timely, high-quality responses to detractor feedback and customer verbatims.
• Document and improve CX processes, best practices, standards, and training materials aligned with our Customer First vision.
• Partner with regional and country teams to build awareness, drive adoption, and embed Customer Experience Management practices and improvement actions.
• Serve as a key connector within the European CX advocate community, supporting coordination, knowledge sharing, and capability building.
• Build and maintain strong knowledge of customer needs, market dynamics, and CXM trends to support decision-making and strategic discussions.
• Collaborate closely with IT and other support functions to enable effective deployment and usage of Customer Experience–related tools and digital solutions.
• Act as a role model for customer-centricity, collaboration, and commercial excellence, aligned with our corporate values.

Knowledge, Skills and Experience

• 3–5 years of experience in consulting, customer experience, commercial excellence, sales enablement, digital transformation, or similar roles.
• Master's degree in Business, Marketing, Economics, or a related field.
• Strong understanding of CXM concepts, listening programs, and feedback-driven improvement frameworks.
• Excellent analytical skills with the ability to convert data into clear insights and actionable recommendations.
• Ability to collaborate effectively across countries and functions within a matrix environment.
• Strong communication skills—clear, structured, and confident in engaging senior stakeholders.
• Strong organizational and time-management skills to manage multiple priorities in parallel.
• Proactive, adaptable, and comfortable working both independently and as part of a team.
• Fluent in English; additional European languages are an advantage.

What We Offer You

• Comprehensive private health and life insurance.
• Hybrid work model with 2 days per week in the office.
• Salary perks covering transportation, meals, learning, and childcare.
• Special rates on gym memberships through Wellhub.
• On-site physiotherapist.
• Mental health support, including online therapy with LEAD and wellness programs via Wellhub (iFeel, Calm…).
• Learning Opportunities: Access to a comprehensive learning platform to support your professional growth.
• A Global Atmosphere: Join a multicultural and diverse environment with opportunities for growth and collaboration.

Our Commitment to Diversity

At TD SYNNEX, we embrace diversity and promote equal opportunities. As a Disability Confident employer, we are committed to providing everyone with the opportunity to demonstrate their skills, talent, and abilities, by offering reasonable adjustments throughout the recruitment process and in the workplace where required.

Don't meet every single requirement? Apply anyway.

At TD SYNNEX, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for!