Advisor, Customer Experience Strategic Execution Lead

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About Us Mercedes-Benz is USA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. In our people, you will find tremendous commitment to our corporate values. Our products and employees reflect this dedication. We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.

Job Overview The CX Strategic Execution Lead is a pivotal role responsible for transforming customer insights into actionable strategies while ensuring seamless execution of high-impact initiatives. This position combines customer experience leadership with strong project management capabilities to drive organizational alignment and deliver measurable improvements.

Key Responsibilities:

• Activate Voice-of-Customer insights from the CX management platform, translating data into meaningful actions aligned with strategic priorities.
• Lead strategic CX initiatives across Customer Service, Sales, and Product, embedding customer-centric thinking into operations.
• Manage executive-level deliverables by tracking upcoming ExCom meetings, deadlines, and key milestones, ensuring timely preparation of high-quality presentations and reports for senior leadership.
• Coordinate cross-functional efforts to connect insights to execution, amplify customer feedback, and sustain improvements through ongoing monitoring.
• Align initiatives across strategic pillars—Product, Sales, and Aftersales—while driving measurable gains in customer satisfaction and operational performance.
• This is a high-visibility position, engaging with senior leadership up to the CEO level at MBUSA and Level 1 & 2 leadership in Germany. Success requires a blend of strategic vision, cross-functional influence, and disciplined project management to proactively drive change and deliver tangible results.
• The ideal candidate excels at connecting data to action, managing complex timelines, and delivering polished, executive-ready presentations that inform decision-making and accelerate progress toward CX goals.

Additional Responsibilities Insight Activation & Organizational Engagement

• Lead the execution and deployment of CX initiatives based on insights generated in the CX management platform.
• Translate customer feedback into compelling narratives that resonate across departments and levels.
• Engage internal teams to highlight what customers are saying and connect insights to existing strategies, new initiatives, or sustainment efforts.
• Take ownership for turning data into action—connecting insights to business priorities and ensuring follow-through.
• Partner with Sales, Customer Service, Product, and Marketing teams to co-develop and implement CX improvements.

CX Enablement & Communication

• Champion a “Customer First” mindset across the organization by embedding CX principles into everyday operations.
• Facilitate workshops, presentations, and communications that promote CX awareness and adoption.
• Act as a CX ambassador, fostering alignment between CX and cross-functional stakeholders.

Cross-Functional Collaboration

• Partner with product, marketing, sales operations, customer service and frontline teams in US and Germany to ensure insights are understood and acted upon.
• Monitor organizational engagement trends and feedback to inform future CX initiatives.

Strategic Collaboration with HQ & Local Teams

• Collaborate with HQ and local teams on quality targets, top action fields, and executive priorities.
• Ensure alignment between local CX initiatives and global strategic direction.
• Contribute to shared understanding of customer experience goals across entities and markets.

Survey Monitoring & Benchmark Alignment

• Monitor recurring survey results (e.g., quarterly, annual) and identify key trends and shifts in customer sentiment.
• Connect external benchmark rankings to internal CX metrics such as top action fields and sensor scores.
• Highlight performance gaps and opportunities for improvement based on comparative insights.
• Collaborate with internal teams to ensure survey results inform strategic priorities and CX actions.

Qualifikationen

Qualifications

• 5–7 years of experience in customer experience, project management, sales, customer service, product management, or change management roles.
• Bachelor’s degree in Business, or a related field.
• Strong analytical skills and capacity to work with complex data sets, resulting in insights, trends, and actionable insights
• Advanced problem solving skills and ability to work independently, ability to proactively drive the topic from the concept until the actual roll-out and manage it across different departments
• Experience with customer feedback systems and insight activation across diverse teams.
• Excellent storytelling, facilitation, and stakeholder engagement skills — including at executive levels
• Strategic and proactive mindset with high ownership and accountability.
• Ability to work independently, influence without authority, and navigate complex organizational environments.
• Proven ability to manage complex projects, processes, and cross-functional collaboration.
• Strong planning, organizational, and prioritization skills, with the ability to manage multiple initiatives under deadline pressure.
• Strategic mindset with a passion for customer-centric culture and continuous improvement.
• Strong communication and presentation skills, with the ability to act decisively in ambiguous environments.
• General business acumen, including understanding of organizational dynamics and how customer insights impact performance.

EEO Statement

Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team. We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.

Benefits Mitarbeiterhandy möglich

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Gesundheitsmaßnahmen

Betriebliche Altersversorgung

Mobilitätsangebote

Flexible Arbeitszeit möglich

Mitarbeiterrabatte möglich

Coaching

Mitarbeiterbeteiligung möglich

KontaktMercedes-Benz USA, LLC

One Mercedes-Benz Drive30328 AtlantaDetails zum Standort

Melissa Pair E-Mail: extern.pair@mbusa.com

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