Customer Experience Program Lead

Why Choose TD SYNNEX

As a Fortune 500 global corporation operating in over 100 countries, TD SYNNEX values its diverse workforce of more than 22,000 employees. As the world's largest IT distributor, our mission is to deliver top‑tier technology solutions that help businesses and individuals navigate the digital world safely and efficiently.

At our core, we are a company that cares. We are committed to being a diverse and inclusive employer of choice, and a responsible corporate citizen.

Our employees consistently tell us that TD SYNNEX is a great place to work because of our strong team environment, the family‑like feel of the organization, the flexibility we offer, and the genuinely supportive nature of our managers and colleagues. We support one another, collaborate closely, and encourage continuous learning through dedicated platforms, structured development plans, and hands‑on knowledge sharing.

Job Purpose

We are looking for a motivated and experienced Customer Experience Program Lead to help shape, strengthen, and continuously evolve our European Customer Experience Management (CXM) program within the Commercial Excellence team. In this role, you will play a key part in advancing our Customer First strategy and contributing to our broader digital transformation journey.

You will drive the deployment and improvement of CXM practices across Europe, partnering closely with countries, regions, and central teams. By translating the Voice of the Customer into actionable insights, you will help shape how customers experience our sales and service engagements.

This role offers the opportunity to work in a truly pan‑European environment, engaging with a diverse stakeholder community and contributing to structured CX processes, including listening programs and closed‑loop follow‑up actions.

Responsibilities

Lead and manage CXM initiatives and related commercial processes at European and country levels, driving impact on customer satisfaction, commercial performance, and revenue growth.
Monitor, analyse, and interpret customer feedback, satisfaction data, and key commercial/operational KPIs to identify trends, deviations, and improvement opportunities.
Design, refine, and maintain European listening programs and CX platforms to ensure relevance, consistency, and quality across all markets.
Strengthen and scale the closed‑loop follow‑up process, ensuring timely, high‑quality responses to detractor feedback and customer verbatims.
Document and improve CX processes, best practices, standards, and training materials aligned with our Customer First vision.
Partner with regional and country teams to build awareness, drive adoption, and embed Customer Experience Management practices and improvement actions.
Serve as a key connector within the European CX advocate community, supporting coordination, knowledge sharing, and capability building.
Build and maintain strong knowledge of customer needs, market dynamics, and CXM trends to support decision‑making and strategic discussions.
Collaborate closely with IT and other support functions to enable effective deployment and usage of Customer Experience-related tools and digital solutions.
Act as a role model for customer‑centricity, collaboration, and commercial excellence, aligned with our corporate values.

Knowledge, Skills and Experience

3-5 years of experience in consulting, customer experience, commercial excellence, sales enablement, digital transformation, or similar roles.
Master's degree in Business, Marketing, Economics, or a related field.
Strong understanding of CXM concepts, listening programs, and feedback‑driven improvement frameworks.
Excellent analytical skills with the ability to convert data into clear insights and actionable recommendations.
Ability to collaborate effectively across countries and functions within a matrix environment.
Strong communication skills-clear, structured, and confident in engaging senior stakeholders.
Strong organisational and time‑management skills to manage multiple priorities in parallel.
Proactive, adaptable, and comfortable working both independently and as part of a team.
Fluent in English; additional European languages are an advantage.

What We Offer You

Comprehensive private health and life insurance.
Hybrid work model with 2 days per week in the office.
Salary perks covering transportation, meals, learning, and childcare.
Special rates on gym memberships through Wellhub.
On‑site physiotherapist.
Mental health support, including online therapy with LEAD and wellness programs via Wellhub (iFeel, Calm...).
Learning Opportunities: Access to a comprehensive learning platform to support your professional growth.
A Global Atmosphere: Join a multicultural and diverse environment with opportunities for growth and collaboration.

Our Commitment to Diversity

"At TD SYNNEX, we embrace diversity and promote equal opportunities. As a Disability Confident employer, we are committed to providing everyone with the opportunity to demonstrate their skills, talent, and abilities, by offering reasonable adjustments throughout the recruitment process and in the workplace where required."

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Key Skills

At TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.

What's In It For You?

Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
Diversity, Equity & Inclusion: It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don't meet every single requirement? Apply anyway.

At TD SYNNEX, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for!