American Society of Mechanical Engineers
Managing Director, Customer Experience
American Society of Mechanical Engineers, Washington, DC
ASME has a unique opportunity for a Managing Director of Customer Experience to join our team. The Managing Director of Customer Experience will report to the Senior Managing Director Marketing and Digital Strategy and will be responsible for building and advancing ASME's Customer Experience (CX) function and expanding capabilities to enable customer-led decision-making at the enterprise level. This role is designed to create and operationalize a CX function that includes CX strategy and governance, customer insights & analytics, market intelligence and voice of customer (VOC) / voice of employee (VOE) research, experience design, UX/UI and journey mapping, service design, and enabling a customer-led value chain through separate product, marketing, sales, and customer care functions.
This position will spearhead ASME's customer-led strategy and operations, embedding CX principles across the organization, and will directly contribute to ASME's overall enterprise transformation, including Digital Transformation (DX) and Product Portfolio Management (PPM) initiatives. This role will be responsible for building and leading cross-functional teams to improve customer journeys and develop a customer-centric organizational culture based on delivering exceptional customer experiences.
Principal accountabilities include:
The ideal candidate holds a bachelor's degree in business, marketing, or a related field, with relevant certifications such as Six Sigma or CX as a plus. A minimum of 8 years of experience leading CX initiatives in a large organization, with a proven track record of building and operationalizing CX functions is required. Experience working in a non-profit environment or with volunteer leaders, including subject matter experts, is a plus.
Additionally, expertise in customer insights, VOC/VOE research, market intelligence, journey mapping, and experience design is essential.
Strong leadership and influencing skills with the ability to inspire and motivate teams to achieve goals and deliver results is highly desirable.
This role is eligible for remote work arrangement. Periodic business travel may be required, including but not limited to, ASME offices, globally.
Annual base salary may vary based on geographic location. The New York metro salary range for this position is estimated to be between $185,000.00-$215,000.00.
About ASME:
ASME helps the global engineering community develop solutions to real-world challenges. Founded in 1880 as The American Society of Mechanical Engineers, ASME is a nonprofit professional organization that enables collaboration, knowledge sharing, and skill development across all engineering disciplines, while promoting the vital role of the engineer in society. ASME codes and standards, publications, conferences, continuing education, and professional development programs provide a foundation for advancing technical knowledge and a safer world. From college students and early-career engineers to project managers, corporate executives, researchers, and academic leaders, ASME's members are as diverse as the engineering community itself.
ASME is proud to be an Equal Opportunity Employer. At ASME, we nurture an inclusive environment, and we encourage, support, and celebrate diversity in the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex (including pregnancy), national origin, age, gender identity & expression, sexual orientation, genetic information, citizenship status, disability, or protected veteran, military status, or any other basis protected by law.
Our Equal Employment Opportunity policy pertains to every aspect of an individual's relationship with the organization, including but not limited to recruitment, hiring, compensation, benefits, training and development, promotion, programs, and all other terms and conditions of employment.
Only those candidates selected for further consideration will be contacted.
This position will spearhead ASME's customer-led strategy and operations, embedding CX principles across the organization, and will directly contribute to ASME's overall enterprise transformation, including Digital Transformation (DX) and Product Portfolio Management (PPM) initiatives. This role will be responsible for building and leading cross-functional teams to improve customer journeys and develop a customer-centric organizational culture based on delivering exceptional customer experiences.
Principal accountabilities include:
- Leading the development of a comprehensive CX strategy that enhances ASME's digital transformation and creates a seamless, customer-focused experience across all touchpoints.
- Overseeing UX/UI and customer journey mapping initiatives to optimize experiences across digital and service platforms.
- Developing CX Improvement Roadmaps and partnering with Technology Solutions team and business stakeholders to implement recommendations to improve customer experience.
- Leading a CX Center of Excellence to enable cross-functional teams and individual contributors to successfully apply CX principles to their work and empower customer-led decision making based on insights.
- Overseeing the integration of customer feedback, analytics, and market intelligence to inform decision-making and improve customer engagement strategies.
- Driving organizational change through CX initiatives, improving internal processes and fostering a customer-first culture.
- Overseeing the design and implementation of service transformation initiatives that enhance customer experience and drive business outcomes, partnering with customer care leadership.
- Directing the work of the Customer Insights & Analytics team to implement a robust CX measurement framework, including customer satisfaction, NPS, and other key metrics to track performance and inform continuous improvement efforts.
The ideal candidate holds a bachelor's degree in business, marketing, or a related field, with relevant certifications such as Six Sigma or CX as a plus. A minimum of 8 years of experience leading CX initiatives in a large organization, with a proven track record of building and operationalizing CX functions is required. Experience working in a non-profit environment or with volunteer leaders, including subject matter experts, is a plus.
Additionally, expertise in customer insights, VOC/VOE research, market intelligence, journey mapping, and experience design is essential.
Strong leadership and influencing skills with the ability to inspire and motivate teams to achieve goals and deliver results is highly desirable.
This role is eligible for remote work arrangement. Periodic business travel may be required, including but not limited to, ASME offices, globally.
Annual base salary may vary based on geographic location. The New York metro salary range for this position is estimated to be between $185,000.00-$215,000.00.
About ASME:
ASME helps the global engineering community develop solutions to real-world challenges. Founded in 1880 as The American Society of Mechanical Engineers, ASME is a nonprofit professional organization that enables collaboration, knowledge sharing, and skill development across all engineering disciplines, while promoting the vital role of the engineer in society. ASME codes and standards, publications, conferences, continuing education, and professional development programs provide a foundation for advancing technical knowledge and a safer world. From college students and early-career engineers to project managers, corporate executives, researchers, and academic leaders, ASME's members are as diverse as the engineering community itself.
ASME is proud to be an Equal Opportunity Employer. At ASME, we nurture an inclusive environment, and we encourage, support, and celebrate diversity in the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex (including pregnancy), national origin, age, gender identity & expression, sexual orientation, genetic information, citizenship status, disability, or protected veteran, military status, or any other basis protected by law.
Our Equal Employment Opportunity policy pertains to every aspect of an individual's relationship with the organization, including but not limited to recruitment, hiring, compensation, benefits, training and development, promotion, programs, and all other terms and conditions of employment.
Only those candidates selected for further consideration will be contacted.