White Cap

Compensation

Full Description

A position at White Cap isn’t your ordinary job. You’ll work in an exciting and diverse environment, meet interesting people, and have a variety of career opportunities. The White Cap family is committed to Building Trust on Every Job. We do this by being deeply knowledgeable, fully capable, and always dependable, and our associates are the driving force behind this commitment. Job Summary Responsible for leading the strategy, execution, and measurement of customer experience initiatives across White Cap. This role focuses on designing customer-centric strategies, implementing experience improvement programs, and leveraging data-driven insights to guide business decisions. It combines deep expertise in analytics with a strong commitment to customer advocacy. The position ensures the delivery of seamless, consistent, and differentiated experiences that drive customer loyalty, business growth, and profitability. Major Tasks, Responsibilities and Key Accountabilities Defines and executes the enterprise Customer Experience (CX) vision in alignment with White Cap’s strategic objectives. Partners with functional and field leadership to embed customer-centricity into omnichannel strategies, processes, and decision-making, and leads cross-functional initiatives that advocate for the customer and enhance their end-to-end journey. Oversees advanced analytics, reporting, and customer insight generation. Develops and maintains dashboards, KPIs, and measurement frameworks to assess customer experience, satisfaction, and loyalty. Partners with Strategy, Data Science, and BI teams to translate insights into actionable business strategies. Identifies friction points and opportunities to optimize both digital and human interactions to improve customer journeys across channels. Leverages Voice-of-the-Customer (VoC), Voice-of-the-Field (VoF), surveys, and qualitative insights to prioritize experience improvements. Partners with Marketing, Operations, Product, Sales, IT, and other functions to drive integrated CX solutions. Champions customer-first decision-making across all levels of the organization. Facilitates workshops and governance forums to align leadership on CX priorities. Leads and develops high-performing teams while fostering a culture of innovation, accountability, and learning. Builds customer experience and analytics capabilities, promotes transparency and continuous improvement in talent practices, and drives inclusive cultural transformation to enhance engagement across all levels. Nature and Scope Problems are typically defined by higher level leadership. Problems are difficult. Solutions require analysis and investigation. Decides how to achieve planned results within an organization's plans, policies, and guidelines. May set or change plans/goals within respective department or area. May manage department via multiple layers of managers OR directly supervise a staff of professional individual contributors at the senior or technical advisor level. Work Environment Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. Typically requires overnight travel 5% to 20% of the time. Education and Experience Typically requires BS/BA in a related discipline. Generally 9+ years of experience in a related field, including several years in a management/supervisory capacity. Preferred Qualifications 10+ years of progressive leadership experience with a strong focus on building and leading CX and Analytic teams. If you’re looking to play a role in building America, consider one of our open opportunities. We can’t wait to meet you. White Cap Supply Holdings, LLC ("White Cap") serves as a one-stop shop providing concrete accessories and chemicals, tools and equipment, building materials and fasteners, erosion and waterproofing and safety products to professional contractors by meeting their distinct and customized supply needs in non-residential, residential and infrastructure end markets. White Cap operates nearly 400 branches across the U.S. and Canada with approximately 7,000 employees, and offers nearly 450,000 SKUs to approximately 150,000 customers. White Cap includes the Brafasco and NCA brands in Canada and multiple brands that fall under Construction Supply Group. White Cap was previously known as HD Supply Construction & Industrial and became an independent company in October 2020.