Hy-Vee, Inc. · 4 days ago
Director of Customer Experience
Midwest Heritage, Ep True Parkway, West Des Moines, IA
Full-time
Hybrid
Director/Executive
7+ years expHy-Vee, Inc. is a company focused on customer care and employee growth. The Director of Customer Experience is responsible for defining and improving customer experience across all departments, ensuring alignment with organizational values and goals.
Organic Food
Responsibilities
Establish and own the enterprise-wide branch customer experience strategy, including service standards, behavioral expectations, and service recovery protocols
Define what “great service” looks like at every customer touchpoint, from greeting to problem resolution
Ensure consistency of customer experience across all departments
Provide leadership, coaching, and direction to all employees
Partner with managers to reinforce service expectations, accountability, and performance improvement
Identify service gaps and work with managers to hold employees accountable
Partner with Human Resources to design and deploy customer service training, onboarding, and ongoing development programs
Ensure teams have the tools, knowledge, and confidence to deliver a high-quality customer experience
Reinforce service behaviors through coaching, observation, and feedback loops
Own customer feedback channels (surveys, complaints, compliments, trends)
Analyze customer experience data and translate insights into actionable improvements
Establish and monitor key performance indicators (e.g., customer satisfaction, service recovery effectiveness, complaint trends)
Other duties as assigned
Qualification
Required
Customer-centric mindset with strong business acumen
Data-driven decision making
Coaching and people development
Change leadership and continuous improvement
Clear, confident communicator
Establish and own the enterprise-wide branch customer experience strategy, including service standards, behavioral expectations, and service recovery protocols
Define what 'great service' looks like at every customer touchpoint, from greeting to problem resolution
Ensure consistency of customer experience across all departments
Provide leadership, coaching, and direction to all employees
Partner with managers to reinforce service expectations, accountability, and performance improvement
Identify service gaps and work with managers to hold employees accountable
Partner with Human Resources to design and deploy customer service training, onboarding, and ongoing development programs
Ensure teams have the tools, knowledge, and confidence to deliver a high-quality customer experience
Reinforce service behaviors through coaching, observation, and feedback loops
Own customer feedback channels (surveys, complaints, compliments, trends)
Analyze customer experience data and translate insights into actionable improvements
Establish and monitor key performance indicators (e.g., customer satisfaction, service recovery effectiveness, complaint trends)
Commitment to the Midwest Heritage mission and willingness to promote the values of the organization
Strong organizational and time management skills with the ability to prioritize multiple tasks and meet deadlines
Proficient computer skills. Microsoft Office preferred (Outlook, Power Point, Excel and Word.)
Good verbal and written communication skills
Strong interpersonal skills; ability to relate to and interact with people in a friendly, professional manner
Strong detail orientation including the ability to review forms for accuracy and completeness
7+ years of progressive leadership experience in customer experience, retail banking, service operations, or a related field
Demonstrated success leading service teams across multiple locations
Strong understanding of retail banking operations and customer expectations
Proven ability to influence without direct authority and partner cross-functionally
Preferred
Bachelor's degree preferred
Company
Hy-Vee, Inc.
Hy-Vee, Inc.
10001+ employees
H1B Sponsorship
Hy-Vee, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (2)
2023 (1)
2022 (3)
2021 (3)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$0.01MKey Investors
Renewable Fuel Infrastructure Program
2025-06-13Grant· $0.01M
Leadership Team
Jeremy Gosch
Chairman of the Board/CEO
D
Donna Tweeten
President
Recent News
Corridor Business Journal
2025-12-30
Morningstar.com
2025-12-17
2025-11-04
Company data provided by crunchbase