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Director, Customer Experience & Architecture

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Indianapolis, Indiana

Job ID


Position Summary:

The Director will be responsible for crafting an ecosystem that makes it easier for our customers to do business with UniFirst by providing our sales, marketing, and customer support teams with the best technology and processes. Success is determined by the degree to which we improve the experiences of both our customers, by bringing to life differentiated digital experiences, and our employees by fostering a customer-centric culture.
This role will lead all aspects of the development and implementation of company-wide initiatives that improve customer relations and brand dedication. This role involves leading teams, reducing security risks, and maintaining systems and operations.

Supervisory Responsibilities:

Attract, hire, and retain a team to develop the strategy and support the implementation of customer experience technologies. Build a software development and delivery model to support the growing needs of our groups, functions, and regions across the company.


  • Embrace, improve, and scale the business partnership models across different Group/Function/Region IT teams within UniFirst
  • Enable digital innovation using next-generation capabilities that drive growth, productivity, and digital transformation at UniFirst.
  • Delivery of end-to-end processes and technology solutions that meet business requirements and delivers or exceeds the requirements and outcomes.
  • Complete detailed design and deployment of the solution (including processes, systems, data, and integration) ensuring a consistent level of detail across functional and technical areas. Share a point of view, both industry and process, on solution design and open detailed design issues.
  • Provide leadership to handle scope actively, and minimize global template deviations and customizations. Ensure that the approach consistently adheres to the guiding principles and enterprise standards.
  • Build and govern next-generation capability incubation environment enabling the business for rapid prototyping in a safe, secure, and scalable platform.
  • Build strategic internal and external partnerships to enable innovation, scale, and speed.
  • Design and build an effective communication and teamwork model at UniFirst.
  • Drive continuous improvement and process simplification.
  • Financial responsibility for the project and team budget


Basic Qualifications:

  • Bachelor of Science Degree in Information Technology, Computer Science and/or Business Administration or a related field
  • At least 5 years in customer relationship management technologies
  • Demonstrated ability with large-scale corporate-wide implementations in an enterprise environment and a consistent record of delivering projects across multiple groups/regions/locations
  • Confirmed leadership experience with multifaceted growth in responsibility
  • A minimum of 15 years of professional experience in a technical area such as Architecture, Software, or Digital Technology
  • At least 5 years of business partnership experience with exposure to senior management.

Preferred Qualifications:

  • 5+ years of experience in technology program management
  • 3+ years of experience in creating, leading, and scaling IT COEs (Center of Excellence) across enterprises
  • Strong planning, organization, critical thinking, decision-making skills, and problem-solving proficiency
  • Creative and innovative problem solver with strong collaborative skills to work in partnership with global senior leadership teams.
  • Good interpersonal and organizational skills and an ability to communicate with both technical and non-technical team members.
  • Ability to see opportunities for business value and process improvement, communicate strategies, and champion adoption to achieve desired results.
  • Experience in sizeable multinational corporations preferred.
  • Ability to lead multiple regional projects successfully.
  • Excellent knowledge of IT solutions, recent technologies, and understanding technology trends.

Eligibility Requirements:

  • Job Location – Wilmington, MA or Indianapolis, IN locations
  • Willingness to travel 10%

UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws

UniFirst is an equal employment/affirmative action employer. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to or call (978) 658-8888 to let us know the nature of your request.

UniFirst is an equal employment/affirmative action employer. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to or call (978) 658-8888 to let us know the nature of your request.

UniFirst Recruiters and/or representatives will not ask job seekers to provide personal financial information when submitting a job application. Please be vigilant as such requests for information may be fraudulent.

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