Element
fleet management
Director,ClientTransformation
Neural analysis suggests this role is
optimal for Director candidates.
“Director, Client Transformation at Element. Skills: client experience strategy, client insights, cross-functional initiatives, client satisfaction, retention, long-term value, client-centric culture, high-performing Client Experience function, client feedback, client journey mapping, experience improvement initiatives, client pain points, action plans, client engagement, client satisfaction, loyalty, lifetime value, voice of the customer, leadership team, company client experience strategy. defi”
What You'll Achieve.
improve satisfaction, retention, and long-term value; embed a client-centric culture; ensure consistent, high-quality experiences across all touchpoints; Define clear goals, KPIs, and accountability frameworks for the CX team; monitor performance; measurable business impact; enhance client satisfaction, loyalty, and lifetime value
Industry & Context.
Analytical; Identify key client pain points and translate them into prioritized action plans
Candidates must be willing to comply with a pre-employment background check
What They're Looking For.
Must Have
Bachelor's degree in business, finance, accounting, economics, data science or other business-related curriculum, 8–12+ years of relevant experience in client experience, consulting, strategy, operations, or related roles, Proven track record of leading cross-functional initiatives and driving measurable business outcomes, Experience working closely with senior leadership or C-level stakeholders, project management and execution capabilities in complex environments, English spoken/written proficiency: Advanced level, Strategic Thinking, Analytical
Nice to Have
Master’s degree (MBA or equivalent preferred), Experience in industries such as fleet management, automotive, financial services, or B2B services, commercial acumen with exposure to sales or client-facing roles, Ability to operate in high-growth, fast-paced environments
What You'll Do.
defining and driving the company’s client experience strategy
deeply understanding client needs
translates client insights into actionable
cross-functional initiatives that improve satisfaction
embed a client-centric culture and ensure consistent
high-quality experiences across all touchpoints
and develop a high-performing Client Experience function aligned with business strategy
Foster a client-centric mindset across the organization
and accountability frameworks for the CX team
Design and implement frameworks
and tools to systematically capture
and act on client feedback
Establish CX metrics (e. g.
churn drivers) and governance routines to monitor performance
Standardize best practices for client journey mapping and experience improvement initiatives
Identify key client pain points and translate them into prioritized action plans with measurable business impact
Partner with key clients when needed to gather insights
and strengthen relationships
Ensure delivery of strategic initiatives that enhance client satisfaction
Position the company as a client-centric leader through participation in industry forums
and client engagements
Stay informed on CX trends
and innovations to continuously elevate the organization’s capabilities
Advocate for the voice of the customer at the executive level
Lead and mentor direct reports within the CX function
Influence without authority across multiple departments and senior stakeholders to drive change and results
Operate as a key member of the leadership team
contributing to overall company client experience strategy
How You'll Work.
Team & Collaboration
cross-functional initiatives; Partner with key clients; Influence without authority across multiple departments and senior stakeholders; key member of the leadership team
Communication Scope
English spoken/written proficiency: Advanced level
Process & Methodology
project management and execution capabilities in complex environments, leading cross-functional initiatives, driving measurable business outcomes
Full Job Description
## **_Get started on an exciting career at Element!_** Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business – delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team. The Client Experience Director is responsible for defining and driving the company’s client experience strategy by deeply understanding client needs, pain points, and opportunities. This role translates client insights into actionable, cross-functional initiatives that improve satisfaction, retention, and long-term value. The ultimate objective is to embed a client-centric culture and ensure consistent, high-quality experiences across all touchpoints. **Leadership & Team Management** * Build, lead, and develop a high-performing Client Experience function aligned with business strategy. * Foster a client-centric mindset across the organization, ensuring teams prioritize client outcomes in decision-making. * Define clear goals, KPIs, and accountability frameworks for the CX team. **Practice Governance & Methodology Development** * Design and implement frameworks, processes, and tools to systematically capture, analyze, and act on client feedback. * Establish CX metrics (e.g., NPS, CSAT, retention, churn drivers) and governance routines to monitor performance. * Standardize best practices for client journey mapping and experience improvement initiatives. **Client Engagement & Strategic Delivery** * Identify key client pain points and translate them into prioritized action plans with measurable business impact. * Partner with key clients when needed to gather insights, validate solutions, and strengthen relationships. * Ensure delivery of strategic initiatives that enhance client satisfaction, loyalty, and lifetime value **Thought Leadership & External Representation** * Position the company as a client-centric leader thr
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