Director, After-Sales Customer Journey Strategy

Lead the development of end-to-end after-sales customer journey strategy, setting priorities and driving improvements across service and maintenance, customer communications, ownership tools, engagement, retention, and long-term customer value. Partner with executive and cross-functional leaders to turn customer insight, market intelligence, and operational realities into evidence-based roadmaps, business cases, and measurable success metrics. Manage and coach a team to establish repeatable ways of working and decision frameworks.