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Director, Customer Journey Management Transformation


Company Information

TE Connectivity Ltd., is a $14 billion global technology and manufacturing leader creating a safer, sustainable, productive, and connected future. For more than 75 years, our connectivity and sensor solutions, proven in the harshest environments, have enabled advancements in transportation, industrial applications, medical technology, energy, data communications, and the home. With 80,000 employees, including more than 8,000 engineers, working alongside customers in nearly 140 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at and on LinkedInFacebookWeChat and Twitter.


TE Connectivity's Channel division collaborates with our distributor partners on TE’s global distribution vision, strategy and business initiatives by aligning our goals to drive faster growth and better serve our mutual customers through the delivery of unsurpassed service and value. From marketing strategy, sales training and customer care to supply chain, pricing and new design engineering, TE’s Channel division supports distributors throughout the entire sales process. Supporting all TE business units, Channel employees have the unique opportunity to gain a well-rounded understanding of the company. Channel owns the small customers for TE and works with a dedicated group of distribution partners to drive growth while delivering unsurpassed service and value to both TE’s small indirect customers and distributors.

Responsibilities & Qualifications

Key Responsibilities

  • Will lead the 3+ year transformation for the global Customer Journey Management (CJM) organization
  • Direct all cross-function project work to ensure alignment within Customer Journey Management and partnering Business Units and Select Management Program leaders/program manager.
  • Design and deliver project plans, leadership alignment, stakeholder management and communication plans to drive CJM and Select results in accordance with growth plan.
  • Apply structured methodology and establish a new global sales culture.  Work to drive fast adoption with established metrics for value creation and ROI.
  • Design and implement sales and recognition program linked to performance objectives, utilizing gamification and positive reinforcement to drive performance results
  • Create and implement change management strategies and plans that maximize employee adoption and usage, while minimizing resistance to organizational change.
  • Partner with Customer Journey Management leadership team to drive effective quality programs utilizing planned technology enhancements, such as Speech analytics, knowledge Management, and ensure process and technology adoption through measurable results and improvements.
  • Develop and implement approach to drive organization from current siloed functional alignment to future state of universal service model


Background and Experience

  • Bachelor’s degree in Business or Science
  • 10+ years of leadership experience with 5+ years of Progressive leadership in  contact / call-center experience
  • Expertise in formal change management, ADKAR model preferred
  • Ability to influence others using data, presented in clear concise methods
  • Individual must be a self-starter that requires minimum supervision, have strong planning skills and be able to deal with and balance multiple priorities
  • Demonstrated program management/delivery experience
  • Clear, strategic thinker with the ability to execute on priorities and drive for results
  • Strong influencing skills and excellent executive presence.
  • Excellent judgment, timely and high quality decision-making skills
  • Culturally sensitive
  • Excellent oral and written communication skills; experience in creating and delivering presentations and communicating ideas and plans to executives and sales teams


  • Managing and Measuring Work
  • Building Effective Teams
  • Motivating Others
  • Values: Integrity, Accountability,Teamwork, Innovation
  • SET : Strategy, Execution, Talent (for managers)


Middletown, PA, US, 17057

Travel:  25% to 50%
Requisition ID:  45332
Alternative Locations: 

Nearest Major Market: Harrisburg

Job Segment: Manager, Engineer, Developer, Program Manager, Supply, Management, Engineering, Technology, Operations

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