Customer Experience Director

Are you looking for an opportunity to define your future in the commercial real estate industry based on your own unique skills and experience?

Whether your talents lie in marketing, operations, finance, human resources, management, or something different altogether, you’ll find flexibility and a sense of belonging at Berkadia. We’re committed to a culture that strives for excellence – a place where your contributions are valued, you are empowered to create positive impact, and you can grow your career. Be Your Best Self. Be Berkadia. 

Customer Experience Director will lead the development and execution of customer experience (CX) ideas, initiatives, and approaches that align with Berkadia’s overall business priorities and targets. The Director will collaborate with cross-functional teams to embed CX best practices across the company and deliver measurable improvements in customer satisfaction and engagement. The incumbent will make an impact through:

• Thought Leadership: Develop and communicate a comprehensive CX approach for the enterprise aligned with Berkadia’s goals, driving consistent delivery of our brand promise.
• Collaboration and Advocacy: Act as a champion for the customer, engaging stakeholders and fostering cross-functional alignment to improve the end-to-end experience.
• Measurement and Insights: Define and manage CX metrics to evaluate progress, drive decision-making, and demonstrate the ROI of CX initiatives.

We Innovate to shape the future of CRE, so in this role you will:

• Lead the creation and implementation of a cohesive Berkadia-specific CX approach that integrates customer feedback into key decisions across such groups as Production, Underwriting/Credit, Servicing, and Corporate Functions as practical and appropriate to advance the overall business objectives.
• Build and oversee a capability to provide guidance, training, and tools for delivering exceptional customer experiences.
• Partner with cross-functional teams to drive CX transformation initiatives, including customer journey mapping and experience improvement projects.
• Establish feedback systems to collect, analyze, and act on VoC data across customer touchpoints.
• Collaborate with leadership to ensure alignment on CX priorities and to integrate customer-centric thinking into planning processes.
• Manage ongoing reporting of CX metrics, providing actionable insights to stakeholders to guide improvements and track progress against goals.
• Facilitate organizational adoption of CX principles through education, communication, and culture-building.

• Manage and oversee multiple (and concurrent) complex business projects ensuring all agreed upon objectives and deadlines are met 
• Manage the expectations of the stakeholders by providing an explanation of project scope, associated costs and resources needed 
• Act as a change champion to generate buy-in among various stakeholders at all levels of the organization 
• Other duties as assigned. 

We are passionate about your growth, so to achieve success in this role you should have: 

• Adhere to Berkadia’s policies and exhibit proficiency and understanding of Berkadia’s Values and position-specific skills. 
• Comfortable presenting and interacting with C-level executives 
• Ability to manage change and adapt to constantly changing needs and scope 
• Highly proficient in Microsoft Office 
• 7+ years of previous experience in a similar role 

We believe People Matter, so we offer benefits that go beyond:

• Monthly paid volunteer hours and donation matching to benefit our communities 
• Employee Resource Groups that help you grow with us
• Fertility and family planning services  
• Up to 12-weeks of fully paid parental leave   
• Mental health care, including free counseling sessions:  
• We'll help you fund your learning journey with generous tuition reimbursement 
• Pet insurance discounts 
• And more! 

Be Your Best Self. Be Berkadia. 

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